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42 Rules for Outsourcing Your Call Center: Best Practices for Outsourcing Call Center Planning, Operations and Management

42 Rules for Outsourcing Your Call Center: Best Practices for Outsourcing Call Center Planning, Operations and Management By Geoffrey A. Best, Laura Lowell
2011 | 138 Pages | ISBN: 1607730685 | PDF | 0.7 MB


42 Rules for Outsourcing your Call Center is a compilation of real-life problems, lessons learned, pitfalls found, and practical approaches for planning, implementing, and outsourcing call center operations. It provides a path for companies outsourcing their first call center with a logical sequence of steps for moving an existing operation to an outsourced organization. The book is a foundation for anyone considering outsourcing their call center. It starts by answering the question "Why Outsource," and then guides the reader with rules from defining the project to selecting a vendor to the first go-live call.