Call Center

[Peter]

HI ALL,

i have recently joined as a Business Manager in a Call Center. What are things which i should keep in mind pertaining to my area of operations?
Also i would like to read literature related to terms related to a sales campaign?

regds,
PETER.

[tranzition]

First of all you need to understand the SLA and the deliverances...speak with the client and get the SPO'S on the table before the pilot starts..

The RFP and RFI has to be very much clear to you along with white paper requirements..these are the basic things for a business Manager...

Originally Posted by Peter

HI ALL,

i have recently joined as a Business Manager in a Call Center. What are things which i should keep in mind pertaining to my area of operations?
Also i would like to read literature related to terms related to a sales campaign?

regds,
PETER.

[tranzition]

sorry..its SOP's not SPO'S..

I agree,
1st the RFP and RFI will give you the complete understand of = why I am here?
Here you will find all the scope and specification for implement and operate your program.

2nd Read and understand the SLA = why they would keep me here?
Here you will find the operational metrics, what they want to see?

3rd Make a business model with a financial perspective = how can I grow here?
Here you have to demonstrate (internal and external) who much cost your good job and why they have to give you more responsibility.

I hope this helps

Regards

Miguel

[toddchansen]

What type (industry) of call center are you in? I would check out qaqna.com for quality assurance tips and insights.

Todd