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42 Rules for Outsourcing Your Call Center (2nd Edition): Best Practices for Outsourcing Call Center Planning, Operations and Management by Geoffrey A. Best (Paperback, 2012)

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Product Information

'42 Rules for Outsourcing Your Call Center (2nd Edition)' is a compilation of real-life problems, lessons learned, pitfalls found, and practical approaches for planning, implementing, and outsourcing call center operations. It provides a path for companies outsourcing their first call center with a logical sequence of steps for moving an existing operation to an outsourced organization. The book is a foundation for anyone considering outsourcing their call center. It starts by answering the question Why Outsource, and then guides the reader with rules from defining the project to selecting a vendor to the first go-live call. 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.

Product Identifiers

Publisher
Superstar Press
ISBN-13
9781607731092
eBay Product ID (ePID)
139961975

Product Key Features

Author
Geoffrey A. Best
Publication Name
42 Rules for Outsourcing Your Call Center (2nd Edition): Best Practices for Outsourcing Call Center Planning, Operations and Management
Format
Paperback
Language
English
Subject
Economics, Marketing, Business
Publication Year
2012
Type
Textbook
Number of Pages
138 Pages

Dimensions

Item Height
216mm
Item Width
140mm
Item Weight
169g

Additional Product Features

Title_Author
Geoffrey A. Best
Country/Region of Manufacture
United States

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42 Rules for Outsourcing Your Call Center (2nd Edition): Best Practices for Outsourcing Call Center Planning, Operations and Management by Geoffrey A. Best (Paperback, 2012)

About this product

Product Information

Product Identifiers

Product Key Features

Dimensions

Additional Product Features

Best Selling in Adult Learning & University

Eduqas GCSE (9-1) Religious Studies Route B: Catholic Christianity and Judaism by Deirdre Cleary, Andrew Barron, Joy White, Patrick Harrison (Paperback, 2017)

Australian Guidebook for Structural Engineers by Lonnie Pack (Paperback, 2019)

Taking Charge of Adult ADHD by Christine M. Benton, Russell A. Barkley (Paperback, 2021)

Time Management by Peter Quarry (Paperback, 1986)

Save on Adult Learning & University

Weed Forager's Handbook: A Guide to Edible and Medicinal Weeds in Australia by A

Netter Atlas of Human Anatomy: Classic Regional Approach

Havard's Nursing Guide to Drugs

Classical Mechanics: The Theoretical Minimum by George Hrabovsky

NEW Learn to Earn By Peter Lynch Paperback Free Shipping

Steven Holzner Physics Essentials For Dummies (Paperback)

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