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Outsourced Call Center Business Plan: and Capital Raising Guide
Автор: The FinanceResource
This is a business plan for an Outsourced Call Center.
The business plan follows a 7 chapter format:
Chapter 1 - Executive Summary - This part of the business plan provides an introduction for the business, showcases how much money is sought for the company, and acts as a guideline for reading the rest of the business plan.
Chapter 2 - Financing Summary - The second section of the business plan showcases how you intend to use the financing for your business, how much of the business is owned by the Owners, who sits on the board of directors, and how the business could be sold in the future.
Chapter 3 - Products and Services - This section of the business plan showcases the products/services that you are selling coupled with other aspects of your business operations.
Chapter 4 - Market Analysis - This is one of the most important sections of your business plan. Each of our plans includes complete industry research specific to the business, an economic analysis regarding the general economy, a customer profile, and a competitive analysis.
Chapter 5 - Marketing Plan - Your marketing plan will showcase to potential investors or banks how you intend to properly attract customers to your business. We provide an in depth analysis of how you can use your marketing plan in order to drive sales.
Chapter 6 - Personnel Summary - Here, we showcase the organizational structure of your business coupled with the headcount and salaries of your employees.
Chapter 7 - Financial Plan - This is the most important part of your business plan. Here, we provide a three year profit and loss statement, cash flow analysis, balance sheet, sensitivity analysis, breakeven analysis, and business ratios.
The book also contains a complete guide on how to raise capital from a number of different sources including conventional business lending institutions, SBA lending banks, private investors, angel investors, private equity firms, and venture capital firms.
Call Center Customer Service Superstars: Six attitudes that bring out our best
Автор: Cary Jon Cavitt
Becoming a customer service superstar takes the right attitude – Six to be exact… Customer service expert Cary Cavitt looks at what he considers to be the six most important attitudes that will influence every aspect of our lives. By understanding and improving on these highly regarded traits, our service as well as our own personal life will begin to change for the better. In the end, we will discover that our relationships both on and off the job are determined by the attitudes that we project to others.
Working the Phones: Control and Resistance in Call Centers
Автор: Jamie Woodcock
Call centers have become a near-ubiquitous site of employment in our late capitalist world, with over a million people working there in the United Kingdom alone. The call center has become synonymous with low-paid, high-stress work under dictatorial supervision and precarious contracts. With Working the Phones, Jamie Woodcock draws on time spent employed in a non-unionized call center to take the public beyond anecdotal impressions to a true picture of what work is like there. Focusing in particular on methods of control and resistance within the highly regulated environment, Woodcock shows how call centers have become sadly emblematic of the post-industrial service economy.
Top 25 Call Center KPIs: 2016 Extended Edition (Top KPIs) (Volume 36)
Автор: The KPI Institute
The " Top 25 Call Center KPIs - 2016 Extended Edition" report compiles the most popular 25 KPIs used by call centers worldwide throughout 2009 and 2015. One of the most important benefits that this report brings is an international perspective on the most popular Call Center KPIs. The publication provides a complete hands-on experience in working with KPIs, as it contains not only 2 pages of detailed documentation for each metric, but also interesting articles on best practices in terms of KPI selection and documentation.
Strategies for Retaining Employees for Call Centers
Автор: Dr. Kimberly Combs
Voluntary employee turnover has several adverse consequences for call center managers, including lowered productivity and decreased profitability. The purpose of this descriptive multiple case study was to explore strategies used to reduced voluntary employee turnover among 2 call center managers in the southern United States. These managers had been recommended by the human resource directors of the organizations because of their implementation of strategies to reduce voluntary employee turnover. The conceptual framework for this study was Herzberg’s motivation-hygiene theory. Data were collected from semistructured face-to-face interviews and employee handbooks. The data analysis consisted of compiling the data, disassembling the data into common codes, reassembling the data into themes, interpreting the meaning, and reporting the themes. The use of member checking and methodological triangulation increased the trustworthiness of the study. Themes that emerged were job satisfaction, employee compensation, opportunity and advancement, reward and recognition, and employee engagement. Recommendations for action include selecting strategies for reducing voluntary employee turnover and using the strategies to improve the commitment of the workers. The findings from this study may contribute to social change by providing strategies that call center managers can use to reduce voluntary employee turnover, thereby positively improving the standard of living for families, and strengthening community wealth and well-being.
Call Center Training
Автор: Ray Kerkmez
Phone skills are a highly valuable tool to have in an employee's skill-set, and Call Center Training will help provide those skills. This book will help you improve your phone skills which will make you more confident, improve sales, and help gain new customers while retaining your current clientele.
Call Center Training will lower costs as it can reduce turnover. This will produce a positive environment throughout your company and help influence the organization as a whole. Evaluating metrics and coaching are also used to make sure you are reaching your potential, and to keep your skill-set at a high level
How To Listen To Your Customers Effectively
Автор: Anthony Assih
Customer service in our society today is taken more seriously from customers than ever before. In this book it gives businesses the support and steps to provide great service to their customers without comprising on cost or quality, at the same time increasing your profits.
The 2018-2023 World Outlook for Call Center Services
Автор: Icon Group International
This study covers the world outlook for call center services across more than 190 countries. For each year reported, estimates are given for the latent demand, or potential industry earnings (P.I.E.), for the country in question (in millions of U.S. dollars), the percent share the country is of the region, and of the globe. These comparative benchmarks allow the reader to quickly gauge a country vis-à-vis others. Using econometric models which project fundamental economic dynamics within each country and across countries, latent demand estimates are created. This report does not discuss the specific players in the market serving the latent demand, nor specific details at the product level. The study also does not consider short-term cyclicalities that might affect realized sales. The study, therefore, is strategic in nature, taking an aggregate and long-run view, irrespective of the players or products involved. This study does not report actual sales data (which are simply unavailable, in a comparable or consistent manner in virtually all of the countries of the world). This study gives, however, my estimates for the worldwide latent demand, or the P.I.E., for call center services. It also shows how the P.I.E. is divided across the world's regional and national markets. For each country, I also show my estimates of how the P.I.E. grows over time (positive or negative growth). In order to make these estimates, a multi-stage methodology was employed that is often taught in courses on international strategic planning at graduate schools of business.
INTRODUCTION TO TELESALES: TELESALES
Автор: Aleksandra Popivoda
During my 20 years long career, I had the chance to work on many managerial positions in various sales channels and customer service departments. For a long time I was responsible for the direct B2B sales. Being a person that is motivated by new challenges, at one point I decided to take the lead of a team working on telesales. This was a completely new sales method for me, which I new nothing about, and neither did my associates. At the very beginning, I came across a substantial challenge. Similarly to any other sale method, for telesales people are the most important. They are the ones that bring results. In order to achieve that, it is necessary to teach them, and motivate them to work constantly on their professional development. The first and most important step is to provide specialised telesales training to your telesales team. However, I soon found out that the companies working on developing and conducting sales trainings are focusing exclusively on direct sales, face to face.
This is the first book of a series that I am working on, in which I want to share my extensive experience with telesales agents, as well as their managers, so they can improve their skills and achieve higher results.
Call Center Complete Self-Assessment Guide
Автор: Gerardus Blokdyk
Have all basic functions of Call Center been defined? Are accountability and ownership for Call Center clearly defined? How does the Call Center manager ensure against scope creep? How do we Identify specific Call Center investment and emerging trends? Is there a recommended audit plan for routine surveillance inspections of Call Center's gains?
Defining, designing, creating, and implementing a process to solve a business challenge or meet a business objective is the most valuable role... In EVERY company, organization and department.
Unless you are talking a one-time, single-use project within a business, there should be a process. Whether that process is managed and implemented by humans, AI, or a combination of the two, it needs to be designed by someone with a complex enough perspective to ask the right questions. Someone capable of asking the right questions and step back and say, 'What are we really trying to accomplish here? And is there a different way to look at it?'
For more than twenty years, The Art of Service's Self-Assessments empower people who can do just that - whether their title is marketer, entrepreneur, manager, salesperson, consultant, business process manager, executive assistant, IT Manager, CxO etc... - they are the people who rule the future. They are people who watch the process as it happens, and ask the right questions to make the process work better.
This book is for managers, advisors, consultants, specialists, professionals and anyone interested in Call Center assessment.