chapter  4
Pages 14

What are the basic and essential skills required of repswhichwould enable a manager to successfully operate a call center? How does a manager determine if he/she has the right mix of people in his/her center? Are all of the sub-managers, supervisors, and front-line reps the right people for the jobs given the focus of the center? Every manager should be able to answer these simple questions with easy and quantifiable answers. If a manager cannot answer these questions easily, then he/she needs to step back, reflect on the goals and missions of the call center, and begin to rebuild the employees of the center based on a set of clearly defined goals and associated attitudes, skills, and level of training for the representatives for the center. Let’s begin this process.