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The 21st Century Call Center Rep

  • ID: 40815
  • May 1998
  • 240 pages
  • American Productivity & Quality Center, APQC
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This is the third consortium study in the fast-growing and exciting area of call center management. It joined 21 corporate sponsors and Dr. Kathryn Jackson of Response Design Corporation to address issues confronted by call centers in identifying, recruiting, training, rewarding, and retaining the call center representative of the future. It also studied ways best-practice companies empower “reps” and make them accountable.

The study results enabled the project team to discover that processes in place at bestpractice companies mirror the process of bridge building-a science mastered by few. From the time the bridge is envisioned to the time the bridge bears its load, designers, developers, and project managers must face and overcome many challenges. A bridge must have a foundation, embedded deep below the water, to provide stability. It must have concrete and steel piers strong enough to bear weight, built carefully on the foundation and extending up out of the water. It must have spans-horizontal ties of consistent quality-crossing from one land mass to another, forming the bridge’s connective tissue. And finally, a bridge must have a safety railing.

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Sponsor and Partner Companies

A complete listing of the sponsor companies in this
study, as well as the best-practice (“partner”) companies
that were benchmarked for their innovation and
advancement in recruiting, developing, and retaining
effective call center representatives

Executive Summary

A bird’s-eye view of the study, presenting the key findings
discovered and the methodology used throughout the
course of the study. The findings are explored in detail in
following sections.

Key Findings

An in-depth look at the 10 key findings of this study.
The findings are supported by qualitative examples of
practices employed by the partner companies.

Topical Insights

An exploration of the partners’ practices in a variety of
topic areas related to recruiting, developing, and
retaining successful call center representatives.

Partner Company Profiles

Background information on the partner companies, as
well as their innovative call center processes.

Note: Product cover images may vary from those shown
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Note: Product cover images may vary from those shown

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