How to Survive (& Thrive) in a Call Centre is a comprehensive, solution filled resource designed to improve the careers of call centre agents. Think your call centre job is going nowhere? This book will show you how to recast the dead-end into a satisfying, financially sound career pathway.
The vast majority of books about call centres are designed to assist call centre managers. This has been due to the rapid growth of the industry, the complexities of call centre operations management, and the need for organisations to be competitive. The call centre is the hub, the heartbeat, of every form of business. Without a precision call centre operation, the heart stops. So it is absolutely essential that call centre managers have access to additional training resources such as call centre management books, websites and membership associations.
But what about call centre agents? Usually they receive internal training in the form of induction, call coaching, informal feedback from team leaders, performance appraisals, team meetings, product and process updates, and formal training sessions. This is quite a lot of training compared to many other types of office work. Is anything more than this required?
To achieve true staff engagement, it is essential that agent education leads not only to an understanding of their role and how they are performing, but also how their work and actions impact on the call centre operation and organisation as a whole.
John P. Wilson
How To Survive (and Thrive) in a Call Centre by Alison Mathiebe is a very welcome contribution which will help call centres to guide, support and inform new and existing call centre staff. In particular, it would prove a useful text to give to all new staff helping them understand and adjust to working in stimulating and sometimes challenging environments. The 24 chapters address the main topics and are short enough to provide bite-size learning for agents and operators.
Brad Cleveland
Alison Mathiebe has written a book that is clear, concise and comes from evident practical experience. It is certain to boost the confidence and success of those just entering (or considering) the profession, and is a great go-to resource for established call centre agents.
