Call Centers for Dummies (For Dummies (Computer/tech))

Call Centers for Dummies (For Dummies (Computer/tech))

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  • 製本 Paperback:紙装版/ペーパーバック版/ページ数 362 p.
  • 言語 ENG
  • 商品コード 9780470835494
  • DDC分類 658.812

Table of Contents

Introduction                                       1  (1)
About the Author v
Author's Acknowledgments v
About This Book 2 (1)
Why You Need This Book 3 (1)
What You Don't Have to Read 4 (1)
How This Book Is Organized 4 (2)
Part I: From the Ground Up: An Overview 4 (1)
of the Call Center
Part II: The Master Plan: Finance, 5 (1)
Analysis, and Resource Management
Part III: Making Life Better with 5 (1)
Technology
Part IV: Ensuring Continuous 5 (1)
Improvement: Driving Performance and
Quality
Part V: Handling the Calls: Where It 5 (1)
All Comes Together
Part VI: The Part of Tens 6 (1)
Icon Guides 6 (1)
Part I: From the Ground Up: An Overview of 7 (82)
the Call Center
A First Look at Call Centers 9 (10)
What Is a Call Center? 9 (2)
Inbound/outbound 9 (2)
Contact or call center: What's in a 11 (1)
name?
Tripping Down Memory Lane: The Evolution 11 (3)
of the Call Center
Automatic call distribution: A key 12 (1)
factor
More recent history 12 (1)
The evolving views of the call center 13 (1)
Laying down the law 13 (1)
Making call Centers Work 14 (1)
Identifying good call center managers 15 (1)
Defining the culture 15 (1)
Figuring Out What Makes a Good Call Center 15 (3)
The good 17 (1)
The bad --- And the ugly 17 (1)
What Does the Future Hold? 18 (1)
Business Basics: Models and Drivers and 19 (24)
Goals, Oh My!
Understanding the Call Center Business 19 (3)
Model
Developing Your Mission and Vision 22 (2)
Dissecting a typical call center mission 23 (1)
Determining Your Business Goals and 24 (4)
Objectives
What makes a good objective? 25 (1)
Avoiding misleading measures 26 (1)
What about service level? 27 (1)
Sticking to your mission 27 (1)
Flowing through the accountability 27 (1)
funnel
Measuring Progress with Performance 28 (7)
Drivers
Categorizing the drivers 30 (3)
The importance of balance 33 (2)
Understanding How It All Works: Call 35 (6)
Center Business Practices
First people ... 37 (1)
And process ... 37 (3)
... Then technology 40 (1)
Reporting: Providing Feedback 41 (2)
Summarizing the business model 42 (1)
Developing the Cast of Characters 43 (22)
Designing an Organizational Chart 44 (2)
Things that need to get done 44 (2)
Introducing the Call Center Team: Roles 46 (12)
and Responsibilities
The other customer 47 (1)
The call center manager 48 (1)
The agent performance team 49 (4)
The scheduler 53 (1)
The telecommunications analyst 54 (1)
The computer and network analyst 54 (1)
The applications developer 55 (1)
The reporting analyst 55 (1)
The quality analyst 56 (1)
The compliance and procedures officer 57 (1)
The agent 57 (1)
Creating and Managing Culture 58 (2)
The creation of a culture is a journey, 60 (1)
not a destination
Sizing the Organization 60 (1)
And as the organization grows ... 61 (1)
Ensuring the Best Management-to-Staff 61 (2)
Ratio
Excellent support tools --- A higher 62 (1)
span of management
No One Right Way 63 (2)
Building a Call Center of Your Own 65 (24)
First Things First: Questions to Ask 65 (3)
What are the demands of the business? 66 (1)
What types of services will the call 66 (1)
center provide?
How big should the call center be? 67 (1)
Will it be a standalone or part of a 67 (1)
network of centers?
What support services should be 67 (1)
included?
Answering the questions 68 (1)
X Marks the Spot: Situating Your Call 68 (4)
Center
Setting up virtual call centers 69 (1)
Testing an area's labor market 69 (1)
Locating near other facilities in the 70 (1)
corporation
Setting up shop close to potential 71 (1)
employees
Getting close to your customers 71 (1)
Being far, far away from your customers 72 (1)
A Home Away from Home 72 (4)
Primary considerations 73 (1)
Urban vs. rural locales 73 (1)
Exploring near-shore vs. offshore 74 (2)
options
Other location considerations 76 (1)
Setting Up Shop: What Needs to Be Inside 76 (4)
the Call Center?
Beyond bricks and mortar: the facilities 76 (2)
Designing the ideal space 78 (2)
Understanding environmental issues 80 (1)
Taking special needs into account 80 (1)
Building a Call Center: One Step at a Time 80 (4)
Managing the project 83 (1)
Creating the plan 84 (1)
Instituting a Disaster Recovery Plan 84 (2)
Multiple locations 84 (1)
Standalone centers 85 (1)
Should You Run the Call Center or 86 (3)
Outsource It?
Reducing costs through outsourcing 86 (3)
Part II: The Master Plan: Finance, Analysis, 89 (80)
and Resource Management
Analyze This! 91 (32)
Adding It Up: Call Center Math 92 (1)
Using mathematical models --- Look what 92 (1)
I can do!
Analyzing the Appropriate Objectives 93 (1)
Business-Objective Measurements 94 (8)
Call center operating budget 95 (1)
Cost per contact 96 (2)
Cost per customer 98 (1)
Cost per resolution 99 (1)
Total revenue generation 99 (1)
Revenue per contact 99 (1)
Revenue per customer 100(1)
Customer satisfaction scoring 100(1)
Employee satisfaction scoring 101(1)
Performance Drivers: Managing the Results 102(12)
Determining who has influence over the 103(1)
performance drivers
Occupancy 104(3)
Cost per agent hour 107(1)
Call length 108(2)
Contacts per customer 110(1)
Conversion per contact 111(1)
Dollar value per conversion 111(1)
Accessibility 111(1)
Agent professionalism and ability 112(1)
First-call resolution 113(1)
Company and call center policies and 113(1)
procedures
Setting Performance Targets 114(9)
Accessibility/service level 114(2)
Call length 116(4)
Occupancy 120(3)
Right People, Right Place, Right Time: 123(16)
Resource Management
Understanding Resource Management Tasks 123(2)
and Concepts
Forecasting 124(1)
Scheduling 124(1)
Full-time equivalent 124(1)
Real-time management of resources 124(1)
Forecasting: Timing Is Everything 125(1)
Long term: Budget and capital 125(1)
projections
Mid term: Creating the schedules 125(1)
Short term: Making adjustments 126(1)
Real time: Ch-ch-changes! 126(1)
Necessary and Useful Tools 126(2)
Understanding Erlang C 127(1)
Planning with spreadsheets 128(1)
Using workforce-management software 128(1)
Forecasting the Amount of Work to Be Done 128(7)
Starting long: The first step in 130(1)
forecasting call volume
Breaking it down to the intervals 130(4)
Forecasting call length 134(1)
Accounting for unique situations 134(1)
Tracking Forecast Accuracy 135(2)
A Final Word on Forecasting 137(2)
Call Center Scheduling: As Simple as 1, 2, 139(30)
3...
Calculating the Resources Required to Do 139(10)
the Job
Considering occupancy 139(1)
Calculating expected occupancy 140(5)
Making an impact on occupancy 145(2)
Give 'em a break: Accounting for 147(2)
off-phone time
Determining When the Resources Are 149(7)
Required
Calculating base staff requirements by 149(4)
half-hour interval
Adding in the off-phone requirements 153(3)
Using your forecast to determine call 156(1)
center size
Scheduling Available Resources to Meet 156(7)
Caller Demand
Starting to build your schedules with 156(3)
full-time shifts
Filling in the gaps with part-time 159(1)
shifts
Creating a summary of schedules 160(2)
Creating weekly schedules 162(1)
Assigning Staff and Creating Schedules 163(2)
That Work
Making schedules work for your staff 164(1)
Accounting for Unique Situations 165(4)
Scheduling for different types of work 165(1)
Contingency plans: What to do when 166(2)
things don't turn out right
Scheduling for multi-site call centers 168(1)
Part III: Making Life Better with Technology 169(30)
Making It Go: An Introduction to Call 171(18)
Center Technology
The Need for Appropriate Technology 171(2)
The call center network diagram 172(1)
Telecommunications: Getting the 173(9)
Customer's Call to the Call Center
Automatic number identification (ANI) 173(1)
Dialed number identification service 174(1)
(DNIS)
Dynamic network routing 174(1)
Automatic call distribution (ACD) 175(3)
Predictive dialer 178(2)
Interactive voice response (IVR) 180(2)
Getting Information to the Agent 182(5)
Connecting to the local area network 185(2)
(LAN)
Reporting and Data: Using Various 187(2)
Technology Sources to Keep Score
Technological Enhancements: Getting the 189(10)
Newest and Coolest Stuff
Driving Improvement with Technology 189(7)
Computer--telephone integration (CTI) 190(2)
Agent reporting warehouse 192(1)
Quality monitoring 193(1)
CRM technology 194(2)
How to Recommend Technology 196(3)
The one-page cost--benefit analysis 197(1)
Case study --- Our call center gets IVR 197(2)
Part IV: Ensuring Continuous Improvement 199(62)
Managing Agent Performance Part 1: Hiring 201(16)
and Training
The Key Components of Optimal Performance 201(1)
The Quick Answer: Following a Simple 202(15)
Framework
Step 1 --- Hire the right people: 203(3)
Recruiting and testing
Step 2 --- Tell them what to do: 206(7)
Setting expectations
Step 3 --- Show them how to do it: 213(4)
Training and coaching
Managing Agent Performance Part 2: 217(20)
Providing Feedback and Support
Step 4 --- Give Them Feedback on How They 218(1)
Are Doing: Providing Insight on Progress
Understanding methods of feedback 218(1)
Following a feedback-providing plan 219(3)
Undertaking the performance review 222(1)
Giving one-on-one feedback 223(1)
Being nice 224(1)
Using progressive discipline 225(1)
Defining various feedback roles 226(4)
Some cautionary feedback tales 230(2)
Step 5 --- Make Supporting Them Your 232(1)
Number-One Mission: Removing the Obstacles
``Ahem ... Little help over here!'' 233(1)
Helping agents do their job
Offering career and work--life support 234(1)
Meeting the challenges of call center 235(1)
supervision
Determining the right number of 235(2)
supervisors
The Power of Process Management 237(14)
Managing Complexity: The Need for Process 238(1)
Management in the Call Center
Defining Process Management: What It Is 238(2)
and How It Helps
Benefiting from process management 239(1)
Developing a culture of improvement 240(1)
Process Mapping: Homegrown Process 240(4)
Improvement
Involving the team 242(1)
Drawing the benefits: Gaining from 242(1)
collaboration
Charting the flow: An amateur's guide 243(1)
to process mapping
Identifying the Key Processes 244(1)
Doing It By the Book: Policies and 244(2)
Procedures
Making it real! Documenting your 245(1)
procedures
Staying Informed: Legislative 246(5)
Considerations
Law and order: Creating appropriate 246(1)
policies
Having a leg to stand on: Knowing the 247(4)
law
Quality Programs: Ensuring Process 251(10)
Improvement
The Importance of a Management 251(3)
Certification Program
In-house versus external programs 252(1)
A course is a course, of course, of 252(1)
course...
Who should attend management 253(1)
certification courses?
Quality Control: Instituting a Quality 254(5)
Program
The International Organization for 254(2)
Standardization --- ISO 9000/2000
Customer Operations Performance Center 256(1)
Six Sigma 256(3)
Finding Other Sources of Help 259(2)
Consulting firms 259(1)
Trade shows 259(1)
Trade magazines 260(1)
Part V: Handling the Calls: Where It All 261(52)
Comes Together
``Thank You for Calling...'': Call-Handling 263(14)
Skills and Techniques
Following the Golden Rule of Call 263(3)
Handling: Just Be Nice!
Be polite 264(1)
Use empathy and understanding 265(1)
Use the customer's name 265(1)
Take ownership of the situation and the 265(1)
solution
Use positive, ``can do'' language 266(1)
Dealing with Difficult Situations: 266(4)
Successful Anger Diffusion --- ``Passion
before Reason''
Deal first with the emotion 267(2)
... Then deal with the problem 269(1)
Coming to Your Emotional Rescue: Feel, 270(3)
Felt, Found
Using ``feel, felt, found'' 270(2)
Avoiding confrontation: No buts about it 272(1)
Maintaining Control of the Call: A 273(2)
Question of Questions
Listen 273(1)
Acknowledge 274(1)
Make a statement 274(1)
Ask a question 274(1)
Practice Makes Perfect: The Role of 275(2)
Role-playing
Call-Handling Strategies and Tools 277(20)
Why Do These People Keep Calling Us? 277(1)
Understanding Callers' Issues
You want it when? Acknowledging 277(1)
callers' urgency
Handling Calls Efficiently 278(3)
Controlling the uncontrollable call 278(1)
Having a call plan 279(2)
Following a Structured Call Plan: Keeping 281(2)
Customers Happy
Choosing the appropriate tool 281(2)
The Call Strategy: Keeping Calls on Track 283(8)
Identifying the required elements of 283(2)
the call strategy
Introduction and rapport: Starting off 285(1)
on the right foot
Needs analysis: Asking the right 286(1)
questions
Solution 287(1)
Closure: Asking for commitment 288(1)
Summary: Recapping the call 288(1)
Handling objections 289(1)
Using the call strategy in real life 290(1)
Creating Call Guides: Developing the Call 291(1)
Strategy into a Tool
Scripting: Not Just for Telemarketing 292(2)
Anymore
Measuring Call Compliance: Using the 294(3)
Strategy for Quality Control
Handling Sales Calls 297(16)
The Way We Were 297(1)
Turning Call Centers into Profit Centers 298(1)
Understanding the Key Ingredients to Call 298(12)
Center Selling
Developing a good rapport 299(1)
Communicating with your customer 300(3)
Creating a valuable offering 303(1)
Creating ``mountains of value'' 304(1)
The benefits of benefits 305(1)
Asking for the business 306(3)
Handling objections 309(1)
Why Doesn't Everyone Sell This Way? 310(1)
Summarizing Successful Telephone Selling 311(2)
A final word on scripting 312(1)
Part VI: The Part of Tens 313(22)
Ten Ways to Improve Agent Job Satisfaction 315(6)
Recruit People Who Value the Work 315(1)
Clarify Expectations 316(1)
Provide Good, Job-Specific Training 316(1)
Tell Them How They're Doing, Often 316(1)
Remove Roadblocks to Success 317(1)
Remove Fear 317(1)
Don't Ask Them to Do Anything You 318(1)
Wouldn't Want to Do
Communicate the Good and the Bad --- Be 318(1)
Straight and Honest
Ask for Feedback 319(1)
Be Positive 319(2)
Ten Questions Every Call Center Manager 321(8)
Should Answer
How Does Your Call Center Fit in to the 321(1)
Bigger Corporate Picture?
Why Are People Calling You? 322(1)
What's Your Ideal Service-Level Objective? 323(1)
What Does It Cost to Run Your Call Center 323(1)
for One Hour?
Are Your Employees Happy? 324(1)
What Does the Future Look Like in 12 to 324(1)
18 Months?
What New or Existing Legislation Affects 325(1)
Your Call Center?
How Does Existing and New Technology 326(1)
Affect Your Call Center?
What's Your Disaster Recovery Plan? 327(1)
What Are Your Three Initiatives for 327(2)
Improvement?
Ten Ways to Improve Call Center Costs and 329(6)
Increase Efficiency
Improve Call Control 329(1)
Map and Improve Call Processes 330(1)
Do a Cost-Benefit Analysis of Your 330(1)
Service-Level Objective --- Then Hit It!
Make Your Call Center Bigger 331(1)
Blend Work 331(1)
Using skills-based routing 331(1)
Turn Idle Time into Training Time 332(1)
Eliminate Unnecessary Calls 332(1)
Learn What a Change in Agent Utilization 333(1)
Costs
Spend More on Staff 333(1)
Relocate Your Call Center 334(1)
Appendix 1: Glossary of Key Call Center 335(6)
Definitions and Concepts
Appendix 2: Call Center Support Services 341(6)
Employee Testing and Evaluation 341(1)
Management Certification 342(1)
ISO Registration 343(1)
Call Center Consulting 343(4)
Index 347