Call Center: A Focus on Customer Service

This a good book to understand call centers and what the workers role in a call center .You learn what is a warm transfer where the representative stays on the line with you and introduce you to the new department and explain the situation versus a cold transfer where they just transfer your call and for me half time is disconnected. You learn the average hold is two minutes anything over is too much. You learn to evaluate the portrait of the representative positive or negative, can do attitude or nor can do attitude and quotes the policy. You learn to always get name, ID number if they have one and time. All calls are recorded so if there’s a egregious error or customer service has nasty attitude-you will need this information otherwise you are toast.I’m one who dislike complaining and I’m quick to complement good service. But if the service is extreme I will do both. My personal tip -I learned in dealing with call centers- go to their website and become familiar with their policies and read it back to them. They hate that. Especially they denied you something you want.

Good book for people who are completely new to call centers’ business

It's a very good book to read for those who are starting career in call centre or customer service field. It really does inspire you to do your best at work.

This is excellent for everyone in customer service

You don’t have to be a supervisor at a call center to enjoy this book. Everyone makes calls to businesses we deal with. Those calls go to a call center somewhere in the world. This book will help consumers learn how to effectively communicate with those hardworking representatives answering our calls. It’s also a treasure trove of ideas for supervisors or representatives working in call centers. I love the “Call Center Flashbacks” throughout the book with stories about real life situations Ms. Oglesby, who is a long-time call center employee and supervisor, shares with the readers. The book is written with humor and insight. I recommend Call Center to anyone who works in a call center and also to all consumers who at some time will need customer service from a call center representative.

motivational,,, it will inspire you to do your best at work. Practical ways to improve performance

Unfortunately nothing new or inspiring in this book for one who is working or has worked in a call centre.