Where to start

[dlantz]

After 3 years of being the only customer support tech at the company that I work for, and after 3 years of 24/7/365 after hours on call. They have given me the chance to develop a full call center, staff and all.
This being the case, I have no Idea where to start.
have been charged with developing P&P, Training, Reporting SLA's etc.
I have no idea where to start.

Is there anyone out there that can help me with an out line of where to start, what to consider, sample P&P, SLA's etc.

Have managed other types of departments in other compaines but walking into them they had already had all of this in place, have not had to do it from scratch.

Thanks!

Dave

[Jimmy Childs]

Congratulations! You are in for the ride of your life. Here are some suggestions; not a complete outline.
1. Outline upper management strategies and priorities for call
center operations. Prioritize center size, hold time, call time
and customer service with company demands and budget.
2. Staffing: interview and hiring decisions will make all the
difference. New employees must understand priorities right
from the beginning. Mgmt. and core staff positions must be
very experienced.
3. You need to write a manual or two. One for employees that
outlines all policies: attendance, dress, fragrance, per-
formance etc. You also need a Customer Service manual.
4. Who performs quality assurance? Determine early. Need a
spreadsheet recording agent performance.
5. Equiptment: Size needs and budget restrictions determine.
Shop around. Discuss with other call center managers and
not with sales reps.

Good luck!

[kylohre]

Dave, give us a ring here at WorkForce Management Group (WFMG). We can help you develop your center on the WFM and CRM sides of the business, as well as call routing, historical data, etc. 1-877-575-9364 Ext. 401 will get you to Daryl Gonos, one of the partners in the company. Just explain your new horizons, and we'll be happy to see if we can assist you! Good Luck!

Matthew Duncan
WFMG