CONTENTS:- Preface; 1. Introduction; 2. Type of Call Centre; 3. Issues in Call Centre Management; 4. Strategy; 5. Technology; 6. Future Call Centre; 7. Legal Implications for the Call Centre Industry; Case Studies; Related Industries.
Call centers today have emerged as not only a biggest employer but also as a dynamic industry. Everyday thousands of people become part of this growing fraternity. This particular book helps in unveiling the hidden secrets of this industry from a practical perspective. The book tries to cover the latest trends, happening in this industry. The text offers an insight in a simple manner so that the reader finds it helpful enough to know this industry in greater detail.