I have been given the task of turning a phone bank of 6 people and a switchboard into a formal call center. BOL was an answer to my prayers on my last project, so I am turning to you once again! I have no "call center" experience. What are the characteristics of a good call center? Where can I go to get educated?

Well, if you want to fly up to Chicago area, I am more than happy to show you my call center!

It depends on how much $$ your bank is willing to spend! There are software companies out there that may integrate with your core system so that when you receive a call based on the phone number it will pull up your customer information. (Brasfield is working on this), others like Track It will help you log your calls.

Call Center on a budget is to get rolling phone lines and an 'on hold' message that says the next available representative will be with you!