Your call center, whether it's staffed by 10 people or 100, is the face and voice of your business. When customers call with questions and issues, it's the call center that is going to leave them with either the lasting impression of competence and ability, or confusion and disorganization. Effective call center management is the key to success. Whether you're in the beginning stages of planning a call center, or already have one up and running that you'd like to improve, the Step to Call Center Kit can help.

The Step to Call Center Kit contains everything that you need to set up and maintain a successful call center business. With more than 60 Word, PowerPoint, MS Project, MS Visio and Excel documents, Step to Call Center guides you through every facet of setting up and managing a call center. The Step to Call Center eBook is full of hints and tips, real-life examples, and scripts - all designed to assist you in operating a world class call center business!

The true effectiveness of any call center is the competency of its staff, and Step to Call Center understands this. Inside, you'll find materials that will enable you to create in-house training materials that will drive your customer service staff to be the best in the business. And, when things are up and running, you'll find tools that help you to streamline and improve day-to-day operations like annual budgets, scheduling, request forms, call scripts, email templates and operational reports.

A poorly crafted Service Level Agreement can break the back of any call center business, no matter how effective. That's why Step to Call Center helps you to create SLAs that work for both you and your customers, by providing guidelines for crafting SLAs and an SLA template that you can use to start. And, for the ongoing growth and health of your call center, Step to Call Center has tips on job descriptions, performance reviews, and organizational structures that will ensure your continued success!