Today I asked a peer of mine what she thought it took to create a successful call center…

What she sent me was a lot more than I expected.  I thought you would find this interesting.  In fact, I think it would be good if you could leave me a comment.  Let me know if she missed anything or should have included a topic.  You can leave a comment at the end of this article.

In a nutshell- what does it take to have a well run call center?

• Hire the right people
• Train them in a tried method and continue to provide refresher support as needed
• Support the agents with trained Frontline Supervisors and trained knowledgeable quality staff dedicated to their success
• Support the Frontline Supervisors with training and leadership
• Provide leadership (Site Director or above) that promotes from the top down that everyone in the site know the goals and expectations and are receiving the coaching and feedback to get them to their individual goal

Inspection needs to happen at all levels

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