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Ring Masters

Calling all TSRs

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This story appears in the November 1999 issue of Business Start-Ups magazine.

Are you toying with the idea of making the phone a bigger part of your business? Setting up an effective call center requires careful planning and management. Whether you plan to start with two or 20 teleservice representatives (TSRs), here are a few questions to consider before you begin:

1. Have you established specific goals and guidelines for the center? Know exactly what function you expect your call center to perform--whether it's a receptionist, service or sales role. Do you expect TSRs to be proficient in everything from technical support and service issues to basic information such as store hours and driving directions? Will the TSRs handle both incoming and outgoing calls? Without specific goals, you'll doom the center with conflicting functions and expectations.

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