Introduction

I once heard it said running a call center is not rocket science.   While it may be true successful call center management does not require the skills and education of an aerospace engineer, call centers do have their own vocabulary and strategies that lead to success.   After spending twenty-five years working in call centers, I ...

I once heard it said running a call center is not rocket science.   While it may be true successful call center management does not require the skills and education of an aerospace engineer, call centers do have their own vocabulary and strategies that lead to success.   After spending twenty-five years working in call centers, I wanted to put down some of the helpful things I’ve learned along the way that represent in a very real sense the science—and the art—of running a successful customer service organization. I’ve tried to be practical and offer real world solutions to real problems, and avoid the “happy talk” that I believe is too prevalent in our industry.

My hope is call center staff with all levels of experience—CSRs, leads, front line supervisors, quality coaches, trainers, managers, directors, and VPs of service—will find ideas in Call Center Rocket Science they can use to improve their center and make it a better place for themselves, their agents, and their customers. If you find just one or two ideas and implement them, I hope you consider the book was a worthwhile investment of your time. You’ll notice sometimes information is repeated in one or more tips.  This is intentional, as the tips are meant to be able to stand alone.  This way if you direct someone in your organization to read a certain tip, they have enough information to take action.

It’s been said when you steal from one person it’s plagiarism, and when you steal from many it’s research. A lot of “research” has gone into this book.  Many of the ideas and tips in this book are not original.  I’ve always tried to pick out the best ideas I hear from others and incorporate them into the operations of my centers. I have a lot of people to thank for the great ideas I have “stolen” from them. To those people who have helped me along the way and taught me this business, I offer my thanks.  This book would not have been possible if not for the many hours spent brainstorming how to improve call centers with JSI, SP, MB, MR, MG, DC, GV, DB, RW, JG, MS, and others too numerous to mention.  I would love to hear your ideas and tips as well.

Finally, a big thanks to my family for putting up with the hours and travel of a customer service professional—Kelly, Nicholas, and Christopher, I love you.  I could not have done it without you.

Sincerely,

Randy March,

2013

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