Call Center Rocket Science: 110 Tips to Creating a World Class Customer Service Organization

by Randy Rubingh

"I once heard it said that running a call center is not rocket science. While you may not need the skills and education of an aerospace engineer, successful call center management does require certain skills and insight."-RANDY RUBINGH Call Center Rocket Science gives practical, hands on advice for today’s customer service professionals. Here you will find real world advice on a wide variety of topics essential to effective call center management Recruiting and How to find great agents, what to look for in a candidate, how to weed out applicants that may not be a good fit, closing the best candidates. How to develop an effective new hire training course that prepares reps to take successfully take calls starting their first day on the floor. Effective Role playing strategies to increase effectiveness of training. Creating a world class culture to motivate and retain your staff. How to look at and understand call center statistics. Call Center How to handle the day to day activity of a call center, and manage the business without constantly fighting fires. For outsourcers- tips on how to make your client satisfied and give you more business. For those who outsource there are tips on how to get below the surface to truly understanding the level of service being provided by your service provider. Overall 110 tips that most centers can implement right away and receive immediate benefit of improved operations, and higher levels of employee and customer satisfaction.

206 pages, Paperback

First published March 20, 2013

Reviews

[Aleksey Androsov · Rating 5 out of 5]

Rarely you will find such an outstanding concentration of well-informed advice. Totally worth reading if you're in Call Center business, regardless of your actual position in it.

[Randy Rubingh · Rating 5 out of 5]

I wrote this book to offer practical, real world advice to those in the call center industry. I tried to stay away from the standard , just treat everyone right fluff that I found in most customer service books. Note: I do think you should treat everyone right, its just not the only factor in running an effective call center here in the real world :)

[Murgh]

This was a good starter book. The author presents his ideas into what he calls tips and then tells the reader how those "tips" tie into the call center industry. It appears the author has very relevant experience in the industry and brings good points while presenting his "tips" to the reader.

Overall if you are in a leadership position and work in a call center environment this book isnt a bad read.