CSM Website

The Forum for Customer Service Managers & Professionals
 | Forum Start | Register | Search | Statistics | F.A.Q. |
Customer Service Forum Customer Service Manager Forum / Customer Service Forum /  

New Call Centre

Author GAndrews
#1 | Posted: 26 Apr 2006 10:32 

I have just been offered a job as call centre manager for a new start up company, business will initially be slow but in a very short space of time I will need to be taking on staff in increasing numbers.

What are the things that I should be putting in place to ensure the smooth transition from a few employees to a couple of dozen.

Thanks in advance

Author bukolakemi
#2 | Posted: 17 May 2006 09:32 
Make sure you have a good infrastructure in place - processes/ procedures, escalation routes, FAQs/knowledgbase, some form of an induction for the new hires so that they have a 'fairly' good understanding of the business. (Depends on what type of call centre ( inbound, outbound, both)

One idea wuld be to get some( if not all of your current staff involved in this - so that ownership of certain things can be easily deligated.

Also ( I may be stating the opbvious) but once you know how many new hirers are joining and when they will be on baord - order their working tools.

I could go on and on - but then i may be giving you irrelevant info. If you can provide a little more info - that would help

cheers and good luck


Author callcenterindia
#3 | Posted: 26 May 2006 07:04 
Ive been a call center floor manager since 2 years. I tackle inbound call support, live chat support, live order taking and various back-office operation under me. I manage to do all this because I have been successful handling human resource really well. Call Centers are all about manpower. With the attrition rates being high you need to reduce the adaptablity duration for a new exec. to minimum. Make sure all your correspondence with teh clients is perfect. Keep more agents at lower shift times. That will reduce fatigue and result in better output. Instill trust in your owners to reduce their involvement.
I have ben handling all inbound processes, live chat support, live phone order taking and BPO operations, also helpdesk and outsourcing operations really well. hope this helps.
Call Center Services
US Toll Free: 1-877-286-3682

Customer Service Forum Customer Service Manager Forum / Customer Service Forum /
 New Call Centre

Your Reply Click this icon to move up to the quoted message


Only registered users are allowed to post here. Please, enter your username/password details upon posting a message, or register first.