This chapter describes recommended selection criteria for call center CSRs, supervisors, and managers as well as training course content and syllabus topics for all three categories of staff. The number of personnel in each of these categories and the training requirements in a given call center will obviously depend on the size of the call center, that is, how many "seats" there are in the center.

Staff selection and training are important aspects of every call/contact center operation and can be significant determining factors in their effectiveness and productivity. CSRs are the prime human resource focus of the call center, as they should be, because they are the first point of contact with the customer. Supervisors are usually responsible for managing a certain number of CSRs, and managers may have the overall responsibility for the call center operation. Managers and supervisors responsible for operating the sophisticated environment of the modern call center need to be knowledgeable in many areas, including business, team leadership, motivation, counseling, mentoring, scheduling, complaint handling, and incentive programs, as well as being able to communicate an organization's business and objectives. Most centers do not train their supervisors in these skills, nor do they evaluate candidates for these skills during the candidate selection process. This situation has to change if the call center operation is to be successful in meeting an organization's business objectives and its customer relationship strategy. This chapter provides recommended evaluation criteria for new call center employees, as well as specific course outlines for...