National Operations Center

[dancla]

I am on day one of building a National Operations Center for 13 calls centers supporting approximately 50 clients. I am hoping that someone out there has had the experience working in or developing a NOC. This is basically going to be a centralized operations team supporting the call center management teams (big brother if you will). I am hoping to do this one center at a time and learn from my mistakes. Any assistance or ideas would be greatly appreciated.

[Gkoekemoer]

Hi "Dancla"
I am currently running such a facility and am also involved with another centre, called NOC exactly.

What exactly do you wish to know? Wherabouts is this being set up?

Mail me sufficient detail and I will respond soonest.

gerhard.koekemoer@za.didata.com

[John Barrios]

I am 6 weeks in building and transforming a dispatch group into a International Call center. The main advise I can give is to select your second, assign tasks and projects that will be assigned to members of your group. Get the feed back from your group and make sure that you listen to what they say. Give them a hand in their destiny. Observe, set goals, make sure they know they are expected to be professionals and treat the group as professionals.
Training is the most difficult, it depends on what the main focus of the group will be. Once that is determined then choose those that will go to training with the understanding that they will be utilized to train the other members of the group.
One thing, even though you are the last word, remember the project is a "WE" project. Don't separate youself from your group, praise their work, talk to them on a daily basis if you can to see how it's going. Keep them in the loop and have a group meeting to go over any of their concerns, as well as your concerns about once every month or every other month.