Hi everyone.

We've taken on-board some constructive criticism from some non-call centre people that we don't (and should) provide a 'beginners guide' to the call centre industry. I have to agree; it is something we lack and something I personally would like to introduce. The only thing is that writing good guides like this is a fairly lengthy and on-going task.

So, in order to help the 'beginners' out there, I thought it would be useful to see who would be willing to help us constructthe definitive beginners guide to the call centre industry, a 'Call centres for dummies' if you will :-)

We have some fairly vague ideas, such as a history of the industry, outline of the main technologies, etc., but would welcome other ideas as well.

If you have any thoughts on this, please reply to this topic. We'd like to get the 'basics' of the new section up-and-running in time for our September update schedule.

Best wishes,

John

Hi John - and everyone else in here!

Well I for one would love to see some advice and tips on the best way to go about getting into the Call Centre Industry from other areas. Particularly from technical training to Call Centre training.

I've attended soft skills and communications workshops and seminars, and have even helped facilitate an inbound telephone communications workshop. I am also very much into self-development books. However, despite being a good trainer (if I say so myself!), with years of experience in the technical training field - I feel that it is this very type of training experience that is holding me back.

I realise that I have tons to learn, and the only way that I will be able to learn is to find a permanent job within the call centre industry which allow me to concentrate purely on that sector, but herein lies the rub - no relevant experience.

Any tips?

I'd love to hear all of your comments.

I would like to see a glossary of terms used there are so many like CRM ACD etc etc if you do not have everyday contact with these sytems or terms you wouldn't have a clue what they mean. I think that would help a lot of people, plus they change so quickly I think I know about 20 different terms for an operator or agent or rep or whatever you get the idea I can't keep ip with what the latest buzz word is for them !!

Oh by the way I done a favour for the site, I get a news letter from some industry bloke that goes out to a load of people, it names good call centre sites so I mailed him the address of this one and he said he would put it in Septembers newsletter ( don't worry it is all FREEEEEEEEE ) but feel free to slip me a £50 note or a pint don't mind which. I will send a copt to you John when I get it

Hi John,

I have spoke to my CEO on this, and he has documentation on building a callcentre, mainitaining and up-to-date information on sytems that callcentres use/need. How would you like me to get this (rather large) document over to you? BTW it will include a glossary of all the latest buzz words and techie terms for all those who are not in the callcentre industry.

I hope that this helps you.
Warm Regards
Dean Saunders :-)

Good day Dean,

Do doubt you will be asked for a copy of this rather large document by several individuals. I know that I would very much like to receive a copy if possible.

Perhaps you could Zip the file and send via email.

If possible, please send me a copy.

Best regards,

Lawrence,

Hi Dean,

That document sounds great - perhaps you could courier or post it here - we would obviously pay for that - but it sounds useful. My only concern would be with copyright and licensing, although perhaps the author is very forward-thinking and would be willing to let us use it for the benefit of the greater good...

Here's hoping! If you like, send me more details via email and we can sort something out, or you could even fax it (although I'll have to make sure that our fax machine is resplendent with paper first)...

John

It just dawned on me that perhaps this document which you're talking about isn't in fact a printed document, in which case zip it up and email it here - we'll do the rest!

:-)

John

John,

The document is a Bible and should be treated like one :-).

There is an issue with copyright but do not worry i am able to overcome this, what i suggest is you abstract information that you think would be relevant to CCV members WITH OUT releasing the full contents of the copy.

I hope that you think this sort of information would be useful to you all, we have spent a long time researching this issue.

Dean