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Cracking the CSAT Code @ Call Centers
Author(s): Dipankar Das

ISBN:    978-81-8487-615-4 
Publication Year:   March 2018
Pages:   150
Binding:   Paper Back
Dimension:   160mm x 240mm

About the book

Till some time ago, India was being seen as the hub of global backend processes. The IT and ITES industries were going at the exponential rates. However, that growth plateaued out in the second decade of the twenty first century. India and Philippines based call centers come to be associated with strong accents, incomprehensible language and insentivity to the end customer’s experience. This book takes an end view of the Call Center and Training and monitoring process to recommend a string of measures, which if implemented diligently could change the face of contact centers and leave the end customer, be she in any part of the world, not just satisfied, but delighted at the service provided to the Call Center. This is of particular help to the Trainers and Quality Controllers on understanding the challenges and how best to overcome them.

Table of Contents

Hiring for Service / Training for Service / Bracing for a Flat World / Championing Product and Process / A word on Quality and Operations / Content is king / Understanding CSAT Methods / The Heart of the Matter / The Newbies – Email and Chat / OD Intervention and Leadership Development / Conclusion.


Postgraduate Students, Professionals and Researchers


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