Call center management

Author: Chen Yan
Publisher:
Publish Date: 2003-08-01
Features: Currently, the annual sales generated through call centers worldwide amount to $650 billion; as of the end of 2002, there were approximately 4,000 enterprises in China that had established call centers, with a total of 96,200 agents in call centers. Call center object management includes language management and voice management; call center subject management includes supervisor, manager, and agent management. Call center comprehensive management includes construction management, strategic management, process management, knowledge management, customer relationship management, marketing management, performance management, digital management, system management, and cultural management.
· Currently, the annual sales generated through call centers worldwide amount to $650 billion; as of the end of 2002, there were approximately 4,000 enterprises in China that had established call centers, with a total of 96,200 agents in call centers.
· Call center object management includes language management and voice management; call center subject management includes supervisor, manager, and agent management.
· Call center comprehensive management includes construction management, strategic management, process management, knowledge management, customer relationship management, marketing management, performance management, digital management, system management, and cultural management.