The Call Center Management Toolkit contains a series of resources to help you successfully manage call center operations and outsourcing (if appropriate). It is designed to be of value to both during the inexperience manager and the seasoned professional call center executive. It is intended to help you significantly improve the quality both services and management.
THE CALL CENTER MANAGEMENT TOOLKIT
The components in the Call Center Management Toolkit are provided in MS-Word, PowerPoint and Excel formats. This of course enables full tailoring and control. The documents include:
- An Introduction To Call Center Strategic Management;
- Service Desk Fact and Reference Sheets;
- A Service Level Agreement;
- A Call Center Management Presentation & Training Module;
- A Transition Plan Blueprint (for outsourcing);
- A Service Level Requirements Template;
- A Benchmarking Metrics Audit Kit;
- A Draft Contract (for outsourcing);
The Call Center Management Toolkit is used in over 20 countries throughout the world, and is intended to serve as an essential source of material and information for anyone charged with responsibility for call center management (either in-house of outsourced).
