Setting up a call center is not an end in itself; you have to have the proper personnel to run it. You need a manager to manage the show. Call center is managed by a person who is designated as the Call Center Manager (CCM). He is responsible for smooth running of the call center [...]

The link between the call center manager and the telephone representatives is the call center Supervisor. He is the person who interacts directly with the representatives. Call center manager’s job may be objective in nature; but the supervisor cannot do so. As a supervisor you have to interact with the representatives constantly. Your task as [...]