Your Resource For Call Center Excellence

An effective operation must be built on a foundation of science and principles. With this foundation there are three knowledge areas: design, metrics, and management. The key to an effective operation is the minimization of variability or Sigma. Designing and managing to reduce variability is fundamental to a low cost operation.

James C Abbott has shared his decades of knowledge, experience, and operation improvement authoring 7 call center books.

Call Center Series

1. The Executive Guide to Low Cost Call Centers
2. The Executive Guide to Call Center Metrics
3. The Executive Guide to Six Sigma Call Centers
4. Preparing Call Center Metrics
5. Designing Effective Call Centers
6. Better Decisions Through Effective Information
7. Optimize your Operation

The latest book from James C Abbott

The Executive Guide to Low Cost Call Center

Corporate conventional wisdom is to chase the cheapest labor pool. Companies move from one cheap labor pool to another, never stopping to analyze the total cost. Each time not stopping to realize that per minute cost is only a portion of the total call center cost. This failure to understand where and how their costs were created causes a complete mistaken focus. We must change our focus to managing total cost.

To start you can’t have the lowest cost without simultaneously having fantastic customer service. The total cost must incorporate labor cost plus a multitude of cost issues. A sample of the issues include managing variability, making sure the agent is driving the call, well trained agents, being able to rapidly train agents, having low cost organizational structure, clearly defined processes, a dialogue that the customer can understand, and the list goes on and on and on.

This book will explain how to implement a center design to keep cost at an absolute minimum, while also having fantastic customer service.
 
The Executive Guide to Low Cost Call Center can found at both Amazon (paperback, hardback) and Apple Books (eBook).