42 Rules for Outsourcing Your Call Center (2nd Edition)
Best Practices for Outsourcing Call Center Planning, Operations and Management
Business & Finance
| Author: | Geoffrey A. Best | ISBN: | 9781607730699 |
| Publisher: | Happy About | Publication: | December 15, 2009 |
| Imprint: | Super Star Press | Language: | English |
| Author: | Geoffrey A. Best |
| ISBN: | 9781607730699 |
| Publisher: | Happy About |
| Publication: | December 15, 2009 |
| Imprint: | Super Star Press |
| Language: | English |
Businesses continue to be challenged to find ways to minimize costs and maximize profits while retaining their customers with excellent service. They need to focus on customer retention and realize that running their own contact centers is not their core competence. These businesses need outsourcers that can deliver high customer satisfaction and execute cross-sell/up-sell revenue strategies.
This book takes the reader through the entire process from gathering requirements and setting goals, to identifying an outsourcing strategy and understanding and operational capabilities of a outsource partner. The reader will learn:
- When outsourcing makes sense
- How to define an outsourcing approach
- What to look for in an outsourcing partner
- When to determine if agents can work at home
- How to craft an effective RFP
'42 Rules for Outsourcing Your Call Center (2nd Edition)' is a must-have for all call center managers hoping to improve customer satisfaction, increase customer retention and turn their call center into a revenue generating machine.
Businesses continue to be challenged to find ways to minimize costs and maximize profits while retaining their customers with excellent service. They need to focus on customer retention and realize that running their own contact centers is not their core competence. These businesses need outsourcers that can deliver high customer satisfaction and execute cross-sell/up-sell revenue strategies.
This book takes the reader through the entire process from gathering requirements and setting goals, to identifying an outsourcing strategy and understanding and operational capabilities of a outsource partner. The reader will learn:
- When outsourcing makes sense
- How to define an outsourcing approach
- What to look for in an outsourcing partner
- When to determine if agents can work at home
- How to craft an effective RFP
'42 Rules for Outsourcing Your Call Center (2nd Edition)' is a must-have for all call center managers hoping to improve customer satisfaction, increase customer retention and turn their call center into a revenue generating machine.
