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Start Up Call Center - Georgia Perimeter College - looking for Best Practices

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#1   Posted: 12 Mar 2009 11:40

I am Jackie Cody, the new Contact Center Manager for Georgia Perimeter College. I am in the start-up process of creating a call center that will handle 1.44 million calls annually from student services departments on 4 campuses .
Would like to hear best practices from those of you have handled call center start-ups especially in higher education field. Thank you

#2   Posted: 12 Mar 2009 12:08

Try this book for best practices it might help

Help Desk, Service Desk Best Practice Handbook: Building, Running and Managing Effective Support - Ready to Use Supporting Documents Bringing ITIL Theory into Practice by Gerard Blokdijk and Ivanka Menken (Paperback - 17 Aug 2008) - Its available on Amazon

Good Luck

#3   Posted: 23 Mar 2009 12:10

Hi Jackie,

Service Quality Institute has a customer service product specifically designed for higher education. Please visit: You can even order online.

The product is called Connections.


#4   Posted: 24 Mar 2009 10:58

Jackie, I recommend you get connected with your counterpart at Oklahoma Univ., she is a CCNG member in the greater OKC can connect using the CCNG online member networking site at -

or contact CCNG direct at -

There are also many local members in the greater Atlanta area you can meet and connect.

#5   Posted: 13 Apr 2009 19:46

Hi Jackie -

It's been a while since we last spoke, but I'd love to hear more about this new call center. I recruit engineers, technical and design professionals and may be able to help in those areas. My daughter is also student at Georgia Perimeter. Give me a call so that we can catch up!

LaShunn Davis
Account Manager
Think Resources
(770) 246-2223

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