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EXPERT RESPONSE
There is a lot to do to "set up a call center" – way more than we can cover in a forum such as this. But I can point you to an excellent resource. Prosci's Call Center Learning Center offers an affordable, comprehensive toolkit for designing a call center. That will provide the framework for all the things that need to be addressed in call center planning, from strategy to operations, processes, human resources, technology, and facilities. Back-office operations can be addressed using many of the same concepts, but you will obviously need to consider different processes and technologies.
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