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	How to Build a Call Center
	FIVE STEPS TO BUILD A CALL CENTER STRATEGY -What is the mission of the call center? ... -What are the primary goals and objectives for the call center? ... -How will your call center handle day-to-day business transactions and operations? -How will you manage your call center staff and scheduling? TECHNOLOGY Voice- telephone switch, voice network, contact routing, interactive voice response (IVR) Data- workstations, computer applications and databases, customer relationship management tools, computer telephony integration (CTI) Web- website, email, email management, web integration (text, chat, webcalls collaboration) Management- reporting, workforce management, quality monitoring HUMAN RESOURCES -Define all the ‘people’ elements for your call center. Approximate Word count = 407 Approximate Pages = 1.6 (250 words per page double spaced)

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