Contact Center Solutions Featured Article

Guide Helps Newbies Set Up and Manage Their Own Call Centers

May 11, 2009

Thinking about bagging your outsourcer and establishing your own call center here in the U.S.?

Well, first of all, thanks for bringing more call center jobs back home!

But how do you go about successfully establishing your own call center?

Hani Masgidi, a call center professional with more than 15 years experience, claims he has packed everything you need to know into a single source of information.

His company, Step to, is offering a call center management kit -- a single source for “people who are already in the industry or those who want to get into the industry but simply don’t know where to begin.”

Masgidi claims the kit is “the ultimate solution” for anyone looking to establish a competitive call center.

“No matter what your level of expertise in the field is, you will absolutely find this kit immensely informative and resourceful,” claims Masgidi, in a press release. "Throughout my years in the call center industry, I was obsessed with finding a solution that can gather all the relevant information about the call center industry in one place. What I was actually doing through my research and my work experience is building a solid knowledge base about the industry that allowed me to create my own call center management solution.”
Masgidi said he has always been looking for a single source of information that will help him be a better call center manager and that would help him setup his own call center.

The kit includes templates, documents, reports and tools designed to create a road map for the establishment of a full-featured, inbound/outbound call center, from set up through successful operation.
There are seven different modules in this kit, including the Step to Call Center E-book, Call Center Setup, Customer Service Training, Call Center Operation, Contact Center Management Process Assessment, Service Level Agreement and Call Center HR. It also includes Call Center Business Plan tools that will provide assistance to existing or new call center professionals who want to learn the industry inside-out.
To download a copy of the guide, click here.

Of course, you can find a wealth of information about contact center technology and management practices all throughout ContactCenterSolutions. For example, earlier today ContactCenterSolutions’s Tim Gray wrote an article about a whitepaper focusing on the dos and don’ts of conducting automated customer surveys.

Patrick Barnard is a contributing writer for ContactCenterSolutions. To read more of Patrick’s articles, please visit his columnist page.

Edited by Patrick Barnard