Navigating Call Center Operations and Workforce Challenges

This chapter explores the complexities of managing call center operations, emphasizing the significance of defining bookable calls to achieve a booking rate exceeding 90%. It addresses challenges in hiring and retaining quality customer service representatives, highlighting strategies like partnerships with local schools for recruitment and the provision of paid training programs. Additionally, the discussion delves into the emerging trend of larger companies acquiring smaller ones in the service industry, raising concerns about monopolization and profitability disparities.