Are you toying with the idea of making the phone a bigger partof your business? Setting up an effective call center requirescareful planning and management. Whether you plan to start with twoor 20 teleservice representatives (TSRs), here are a few questionsto consider before you begin:
1. Have you established specific goals and guidelines for thecenter? Know exactly what function you expect your call centerto perform--whether it's a receptionist, service or sales role.Do you expect TSRs to be proficient in everything from technicalsupport and service issues to basic information such as store hoursand driving directions? Will the TSRs handle both incoming andoutgoing calls? Without specific goals, you'll doom the centerwith conflicting functions and expectations.
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