[UgaBYTES] Looking for Call Centre Agent Training Manual

[Sophia Huyer]

Dear all,

I have been a lurker so far, but I would like to say that I have found 
the information and discussions on this list to be very rich and very 
informative.

I am contributing to the ICT4D section of an upcoming book on 
Technology, Policy and Poverty Reduction, to be published by UNESCO and 
Practical Action.  We would like to include an assessment of the 
contributions of call centres to poverty reduction and employment for 
both women and men.  I would appreciate any references or articles on 
experiences and results of call centres.  It would be very interesting 
to have examples from Africa, but I would appreciate leads on experience 
in Asia as well.

Thank you,

Sophia Huyer


Sophia Huyer
Executive Director
WIGSAT- Women, Knowledge, Technology
Brighton, Ontario, Canada
shuyer at wigsat.org
www.wigsat.org



siyatele at workmail.co.za wrote:
> Dear Esther,
>
> Thank you for your prompt response, the information was indeed very
> useful.  But the team heading this programme has realised that based on
> the required costs of setting up a call centre we are not currently ready,
> instead we opted to run a call centre agent training centre which than
> sends the team back to look for a TRAINING Manual.
>
> Patricia
> TASA
>   
>> A friend from the Asian region where apparently call centres are very
>> popular sent me the following links as per your request about starting
>> call
>> centres. Let me know if they are helpful
>> How to set up a call centre
>> http://www.techworld.com/applications/features/index.cfm?featureid=594
>>
>> Call Center Software: All the software required to setup a call center.
>> http://www.nch.com.au/software/callcenter.html
>>
>> Setting up a call centre
>> http://www.thecheers.org/article_663_Setting-Up-Call-Centers.html
>>
>> What it takes to set up a call centre
>> http://www.rediff.com/money/2004/jan/02bpo1.htm
>>
>> Dorothy K. Gordon the Director-General of the Ghana-India Kofi Annan
>> Centre
>> of Excellence in ICT advices that since MTN and Telkom South Africa have
>> already been setting up call centers, you would consider meeting with them
>> as well.
>>
>> I hope this is helpful
>>
>> Cheers
>> Esther
>>
>>
>> --
>> Esther Nasikye
>> Community Content Facilitator
>> UgaBYTES Initiative
>> Plot 2218 Ggaba Road
>> Kampala, Uganda
>> Tel: 25641370163
>> skype:esther.nasikye
>> _______________________________________________
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>>
>>     
>
>
>
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