Call Centre Operations Management

[damelin]

My company has opened up an 8 seater call centre and without any experience I'm thee driving force behind it, I then enrolled for a CCOM course and now I'd like to know how would I go about planning,organising,leading and controlling the CC to make sure it succedes.

Help appreciated.

From MMK

[dwright]

The best advice I could give you is to look into first hire a Manager with call center experience to help you initially get started. This will give you time to go to Call Center/Management conferences and then you could look into what will/won't work for you and implement your own practice and procedures. There are many classes that will fit your needs.

Here is a website that have conference dates and locations:

www.managementtraining.biz/upcoming_seminars.com

Hope this helps.

[y_aurich]

My friend,

Couple Question:


1-What are you Selling/Offering?
2-How Many shifts do you have?
3-Will you pay Hour or Commision?
4-Do you have a SPH (Sales per Hour) goal?


Give me that information and i will glad to help you !!

[damelin]

Hi,

We are monitoring 6 of Telkom sites 24/7 having 8 agents, 06:00-18:00PM shift schedule and work 4 days in and 4 days off. They are payed a net salary at the end of each month.

Thanks once more...