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12min chapter
#60- Mom and Pop To Enterprise, Scaling a Call Center As You Grow
Owned and Operated - A Plumbing, Electrical, and HVAC Business Growth Podcast
Scaling a Call Center as it Grows
This chapter discusses the process of scaling a call center as it grows, including hiring more call takers and allocating roles within the call center. It also covers the expansion of the call center, the crucial role of a strong call center manager, and the challenges of conveying qualitative feedback. Lastly, it mentions the challenges and strategies involved in managing a small team and improving call center quality.
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