|
| Size of the
Industry: |
There are 69,500
call centers in the US, growing to approximately 78,000 in
2003.
Dr. Jon Anton, Benchmarking Study,
1998.
There are approximately 7,000,000 agents
now working in 70,000 call centers in the US, with an annual
growth rate of up to 20% in agent positions.
Davox,
citing F.A.C./Equities, 1998.
Average agent
compensation is now at $32,000 per year. The average cost to
hire a new TSR is $6,500. The average cost for recruiting and
training a call center representative is between $5,000 and
$18,000.
Dr. Jon Anton, Benchmarking Study,
1998.
Datamonitor, 5/99 |
| |
 |
| Frequently
asked questions about the industry |
1. What is a Call
Center? |
A Call Center is the
area of every company where customer and prospect:
- Telephone calls
- Web site requests
- Email messages
are received and/or answered.
|
| |
| 2. What goes on in a Call Center
environment? |
Positions in a call
center division range from jobs where a person can come to
work and quietly do their job answering or processing customer
requests ... all the way to ... positions where a person can
interface with almost every division of the company. The Call
Center Staff, in order to handle all questions posed to a
company, needs to understand the purpose of every area of the
company. This makes the Call Center area unique.
There
is NO BETTER experience for a recent college graduate
or someone looking for a new career than to work in a
call center environment.
|
| |
| 3. What skills can be acquired working in
a call center environment? |
The most beneficial
skill people learn in a Call Center is the "how to work with
people." There are very few positions in business where a
person gets the opportunity to interact with ALL levels
of management. This includes watching first-hand how decisions
are made, who makes them, what information is used to make the
decision, etc.
The reason Call Center personnel are exposed
to all types of situations is because it is the one place
people know they can call to interact with any company.
Therefore, most situations a company encounters are first
discovered at the Call Center level.
Even as an entry level employee a person will be able to
view problems as they arise, watch how they are analyzed for
potential solutions and finally help implement or manage the
solution in future telephone calls, emails or web site
requests.
It is difficult to even think of other positions
that would expose a person to this level of situational
experience in the workplace.
|
| |
| 4. Additional benefits of working in a
call center: |
| Internet and E-Commerce
Experience. |
| Management
Experience. |
| Training Programs for Customer
Service and Communication Skills. |
| Computer Skills
Training. |
| |
| 5. What does this mean to
you? |
| Competitive Starting
Salaries |
| More opportunities for
advancement if an organization |
| The chance to learn
more ... faster! |
| There are (and will continue
to be) jobs available everywhere in the world. |
| |
|
| WHY?
... |
|
Having never heard of the Call
Center industry fifteen years ago, an individual told me there
was incredible opportunity in this business. After thinking
about WHY they were telling me this... when they had
nothing to gain... it was clear, there must be opportunity
in the call center business!
Ready to buy? Order
the Help Desk Toolkit today
THE HELP DESK TOOLKIT - Fourteen
extensive documents Sample
Pages Here
One thing is for sure: The Help Desk Toolkit
makes Help Desk Procurement and Management far more straight
forward. No doubt about it: it de-mystifies Help Desk
Management, and enables you to produce a Help Desk function
with the minimum of fuss. There is absolutely no need to
re-invent the wheel! It is supplied primarily in MS-Word
format and comprises the following components:
HELP DESK all you need now
Ready to use documents: Help Desk
Implementation Plan, Help Desk procedures, Proactive
Stress Management, Problem management procedure
- Help desk implementation plan
covering all the aspects of help desk implementations
- Help Desk Phone Communication
Standards - Example Standards Monitoring Sheet
- Help Desk Stress Management - 30
slides Proactive Strategies for Managing Stress and
Change
- Help Desk Procedures - This
procedure defines the steps involved in responding to
customer calls through the Help Desk
facility.
HELP DESK SLA GUIDE
Let's face it: a
comprehensive SLA is a daunting task. Now you'll have an
extensive blueprint at your fingertips. This document explains
every part of the service level agreement for a HELP DESK,
clause by clause. You can populate and change directly, as
required.
- Service Level Guidelines
on Help Desk procedures
- Extensive Service Level
Agreement for Help desks
HELP DESK
INTRODUCTION
Let's be honest: getting
buy-in is the hardest part of any Help Desk, are you ready for
straight talk? This is a full PowerPoint presentation. It
explains the HELP DESK, what is needed, why and
where.
AUDIT &
REVIEW
How many times have you said to yourself:
how well are our Help Desk needs taken care of? If you already
have a HELP DESK, or just want to be doubly sure, this
component will certainly help. It comprises a series of
questions designed to take you through your HELP DESK and
check it for quality and completeness. A first rate audit tool
(MS-Word).
HELP DESK BEST PRACTICE
We've got the solution to your needs: HELP
DESK best practice is designed around a set of activities
to deliver upon excellent customer value. This explains
the key concepts of a HELP DESK.
HELP DESK DESIGN TEMPLATE
In today's uncertain economy you need
clarity, fast. This is a complete template for establishing
service descriptions. This is a complete template for a HELP
DESK design.
Fourteen documents
- Hundreds
of pages with easy-to-follow sections
- An
extensive must-do checklist based on our experience
implementing Help Desk in over 40 industries
- New practical advice
on awareness, planning, implementation, and review
- New commentary on
delivering upon business value
- All-new "tuneup"
section tailored to improve the performance of
existing initiatives
- Fully updated
throughout to take account of current Best Practices
and policies, and the state of their
use
|
| 
