Developed by industry leaders Vanguard Communications and Centerserve, the Call Center Planning and Design Toolkit is the definitive guide for creating the best contact center possible for your organization.

This toolkit is ideal if you…

• are starting a completely new call center

• are consolidating two or more call centers

• want to upgrade your existing call center to a world-class contact center

• are taking over a call center implementation from someone else

• are managing a portion of a new call center implementation

• have one call center and need to open a second

• are looking for a better understanding of the components of an effective call center

Getting Started
Business Strategy
Processes
Technology
Human Resources
Facilities

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Each aspect is described in detail, with tips for your own successful implementation. Each section includes:

• definitions and examples of concepts being discussed

• benefits and implementation issues

• checklist to get you started

• where to get additional information

• sample document outlines (where appropriate)

The toolkit includes checklists, guidelines and templates to make sure that you are on the right track.

Guides you through the key activities for creating a world-class call center.  Map out the sequence of activities:

• The strategy that needs to be defined before contact processes can be identified.

• Process and technology elements critical to the success of your center

• HR and facility guidelines to help you create the best contact center environment

The Master Planning Guide is the answer to the question “Where do I start?” – planning tables and checklists will help you identify and keep track of the multitude of activities that must be done to:

• get you started quickly
• create the strategy and project plan
• provide a master checklist so that you do not overlook key activities or areas needed for your center

Find a Call Center Business Performance Package to meet your needs and save 20-25% off the list price!

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