By any measure, customer service centers (CSC) are a growing business, with many large organizations using them as the primary way of interacting with their customers.

Customer service centers provide many business advantages, including: improved efficiency, increased hours of operation, reduced costs and greater flexibility. Perhaps the greatest challenge of running a CSC is ensuring that customers are provided with the right information in a short time frame.

Enclosed is intensive guidance to ease the representative’s job as a core stone in bringing the Customer Services Center into success. This guidance purposed to provide an internal orientation and awareness to the representatives, enhance their communication internally and externally through identifying their main rights and responsibilities, clear flow of work, easy reporting mechanism, and clear calls/concerns/complaints management mechanism.