Call centres in the limelight
The books by Real Bergevin and Vikas Gupta, take you into the world of call centres and by the time you finish reading them, you know a lot about the business.
If you always wanted to know what call centres are all about but did not know whom to ask, here are two books that promise to demystify this fast-growing service.
Call Centers for Dummies by Real Bergevin, with the popular moniker that offers to enlighten the `rest of us' has an international touch.
It is an A to Z primer on how this industry works. Combining topics in technology, human resource management and efficiency in call centre operations, this book talks about the prospects, pitfalls and good practice while talking to customers.
Call Center/BPO Training Course Kit by Vikas Gupta adopts a slightly different approach. It provides some basic training in computer use, Internet and emailing, and core call centre operations.
The chapters are followed by test exercises and a compact disc that is bundled with the book provides additional exposure to some of the concepts in this area.
It also incorporates `English accent training' features. There is not enough in either book, though, on why call centres often sound distant, their staff impersonal and results for customers unimpressive.
Contact: Wiley Dreamtech India, 4435/7, Ansari Road, Daryaganj, New Delhi - 110002
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