Starting a Call Center from Scratch

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Presented by

Tom Richard, National Support Center Manager - Aggreko

About this talk

Tom Richard National Support Center Manager for Aggreko shares best practice experience in creating his call center operation. Based in Houston, TX, Aggreko is the Global Leader in providing rental power, temperature control, and oil-free air compressed systems to companies. Tom's Support Center is responsible for 24 / 7 / 365 telephone customer support for North America. We invite you to join Tom for a discussion of the perils and triumphs of starting a call center from scratch. He’ll talk about hiring, quality monitoring, information gathering, fun in the call center, and metrics. Whatever issue is challenging you is also challenging me. Tom is glad to share his solutions and would sure like to hear yours!

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CCNG receives ongoing feedback from our management members in contact center and customer care about the relative hot issues they are most interested in discussing with peers. We bring these Hot Topics to you with regular webcast content provided by our members and partners. Managing your contact center operations to achieve exceptional customer care in your organization requires access to information about the technology, processes, human capital management, and peer knowledge & experiences. CCNG members share their experience and best practices in how they manage customer care in their enterprise contact center operations to improve the overall customer experience. This channel features webcast presentations by thought leaders and award-winning operations who cover the key topic areas in this increasingly changing and dynamic field.