Abstracts: July 1st, 1998

Customer Service.

Doyle J C, Carolan M D
Training & Development, (USA), Jan 98 (52/1)
Start page: 58 No of pages: 10

Advises on the contribution that trainers can make to planning, setting up and supporting a call centre. Explains how call centres are used for customer service, telemarketing, etc., and briefly outlines the capabilities of the technology used in them. Based on the needs of US companies, sets out the issues to consider when deciding where to site a call centre, the recruitment process to follow; the initial and ongoing training to provide, the rewards to offer, the evaluation processes to use and the retention strategies needed. Considers whether different strategies are necessary for in-house call centres and third-party services which provide call centre services for a number of companies. Quotes from trainers and front-line managers who have experience of running call centres on how to get the best performance from staff and the best service for customers.

Subject(s): CALL CENTRES, CUSTOMER SERVICE, TRAINING, RECRUITMENT, REWARD, RETENTION, USA
Database: PTA: Personnel & Training Abstracts MDA: Marketing & Distribution Abstracts
Style: Theoretical with application in practice
Indicators: Research Implication- *, Practice Implication- **, Originality- **, Readability- *, Total Number- ****** Reference: 27AE109

Reproduced by permission of Anbar Management Intelligence
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