Call Centre Operations

Call centers have become more and more prevalent in today’s modern business environment.

This book provides a thorough grounding and introduction to call center operations, including understanding customer needs and the requirements of call center staffing, as well as the importance to the banking sector and the impact of call centers on the organization including telephone banking. The book will allow the reader to understand the types of customers of call centers including socio- economic groupings and security.

It describes the main factors involved in meeting customer’s needs, such as pre-sales preparation, the importance of product knowledge and service recovery and complaint handling.