1The Roles and Responsibilities of a Call Center Staff
Learning Objectives
By the end of this chapter, you should be able to:
• Discuss the trends in call center development.
• Explain the importance of a call center in an organization.
• Identify common titles and responsibilities for call center staff.
• Define the competencies of a typical call center representative.
• Use your knowledge of the roles of a call center representative to help maintain a positive service culture.
Customer satisfaction is first and foremost a state of mind and action . . . an every minute of every day obsession.
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