ISBN 9788126917976,Call Center Essentials A Practical Guide to Real-time Results

Call Center Essentials A Practical Guide to Real-time Results



Atlantic Publishers & Distributors Pvt Ltd

Publication Year 2013

ISBN 9788126917976

ISBN-10 8126917970


Number of Pages 248 Pages
Language (English)

Call centres

Today, the term “call center” is practically a household name. Chances are that you are holding Call Center Essentials: A Practical Guide to Real-Time Results because you are managing, training or setting up a call center. This book takes you behind the scenes and helps you make the most out of your investment to build a real-time profit center.

The book is divided in four parts, each with its own unique focus. Part 1 covers the foundation topics like the history, types, definitions, applications and outsourcing options of call centers. This part deals with how and why call centers are described as learning organizations. It also dwells on important topics like human factors, site selection aspects and career avenues.

Part 2 describes the unique theory of superior customer-focused experiences—The Wheel of Nurture. It deals with the CARE formula and experience drivers, which provide the personal touch and human insights to overhaul customer experience management. It also discusses the supporting factors for the theory in terms of customers, tools, communication and performance.

Part 3 covers the history of call centers in India, reasons for their phenomenal growth in India and how this growth has enhanced India’s economic status. Aspects like the current status of call centers in India and India’s position in comparison to other competing nations are also dealt with in this part. Major emerging trends and forecasts of the Indian call center space are covered in the last chapter of this part.

Part 4 contains real life insights and experiences of industry experts and professionals. This part also explores new horizons, what must be done by call centers to prepare for the customer of tomorrow and what are the likely global trends that call centers will witness in the future.

Open the book to explore:

  • Working environment, human factors and career avenues;

  • Dynamics of delivering world-class customer services and experiences;

  • New realities of customer experience management;

  • Knowledge management;

  • Call centers in developing countries like India;

  • Quality and performance improvement.

  • And much more!

About the Author
Chitra G. Lele is a young record-setting author, multi-time world record holder, keynote speaker and management consultant, all rolled into one. Her publications include academic and reference books, international anthologies, peace poems, scholarly articles and research papers. Chitra’s books have become very popular in government libraries, universities and colleges, and corporate workshops. She conducts sessions on team management and personal transformation across the world.

Chitra has been conferred with the title of “A Versatile Writer” by the India Book of Records. She set this record by penning maximum number of academic books in a short span of 18 months. The books belong to various genres, right from computer science to business management.

Chitra’s books and literary creations have received positive reviews, and garnered praise from world leaders, best-selling authors, management gurus and business leaders. Some of her record-setting titles are: The 6 Spheres of Life: Unlocking the Door to Success and Happiness; Organizational Democracy: Collaborative Team Culture: Key to Corporate Growth; and English Language: The Gateway to Global Growth.

Table of Contents
List of Tables, Illustrations, Figures, Worksheets and Checklists

PART 1: FROM THE GROUND UP—GETTING STARTED—1. Introduction—Call Centers are the Face of Organizations

2. Learning Organizations—Competitive Advantage
3. Human Factors—They are What Make a Call Center
4. Destination: Call Center—Site Assessment
5. Careers
7. The Customers—The Heart of Call Centers
8. Performance—Ringing Up Big Numbers
9. Communication at Various Levels—From Acquistion to Loyalty
10. Tools of the Trade—The Newest and the Coolest


11. India—The Shining Star of Call Centers
12. Future in India—The Call Center Specialist


13. Real Life Insights—Through the Eyes of an Expert
14. Where Do You Go From Here—New Horizons—Appendices—Appendix A—Details of Call Center-Related Organizations
Appendix B—Useful Resources