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Getting started with call center design

Designing a call center is a complex process, but Lori Bocklund offers some advice for where to begin in this expert Q and A.

Where should I start with setting up a call center? I'd like information on back-end operations like data entry, emailing, etc.
There is a lot to do to "set up a call center" – way more than we can cover in a forum such as this. But I can point you to an excellent resource. Prosci's Call Center Learning Center offers an affordable, comprehensive toolkit for designing a call center. That will provide the framework for all the things that need to be addressed in call center planning, from strategy to operations, processes, human resources, technology, and facilities. Back-office operations can be addressed using many of the same concepts, but you will obviously need to consider different processes and technologies.

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