chapter  2
Pages 16

Accountab i l i t y The manager of a call center is accountable to two groups of people. First, the manager is accountable to the executives in the company or organization to meet goals, deadlines, and requirements set forth by the company. Second, the manager is accountable to his/her employees and staff. To be successful, a manager must ensure both groups’ needs are accounted for to create a positive culture in the call center and ideally throughout the whole organization (a major theme of this book).