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There's a good movie on this:<br />
<a href="http://www.outsourcedthemovie.com/" rel="ugc">http://www.outsourcedthemovie.com/</a><br />
<br />
Seriously though, I do not have much experience setting up a call center, but working with our current call center; I'd suggest that you immediately get some type of call tracking software. Having a database of common solutions is what you will want to use so that a previously found solution can be easily referred to by more than one helpdesk person.<br />
<br />
To be successful will require that your helpdesk find the solution as quickly as possible, or that you know where to find the answer--meaning you know who to refer the user to if you cannot resolve the issue.
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There's a good movie on this:
http://www.outsourcedthemovie.com/ [http://www.outsourcedthemovie.com/]

Seriously though, I do not have much experience setting up a call center, but working with our current call center; I'd suggest that you immediately get some type of call tracking software. Having a database of common solutions is what you will want to use so that a previously found solution can be easily referred to by more than one helpdesk person.

To be successful will require that your helpdesk find the solution as quickly as possible, or that you know where to find the answer--meaning you know who to refer the user to if you cannot resolve the issue.

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Hello,<br />
<br />
I'm doing some research about useful techniques for call centers. For techniques I mean two basic things: <br />
- &nbsp;how to organize or manage and monitoring a call center <br />
- &nbsp;technics or tips for operators about how to talk or be prepared to deal with customers <br />
<br />
It would very helpful if you could provide some links. <br />
<br />
Thanks!
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Hello,

I'm doing some research about useful techniques for call centers. For techniques I mean two basic things: 
-  how to organize or manage and monitoring a call center 
-  technics or tips for operators about how to talk or be prepared to deal with customers 

It would very helpful if you could provide some links. 

Thanks!

Useful techniques for call centers

A miscellany is defined as a "collection of various pieces of writing by different authors", but it has come to mean something "Of items gathered or considered together of various types or from different sources" or "a collection or group composed of members or elements of different kinds". The word "miscellaneous" comes from the Latin word "miscere", meaning "to mix." You might have heard the expression "a mixed bag," which applies when you don't quite know what you're going to get. More commonly, a miscellaneous group is made up of an odd group of things that don't fit anywhere else.