Don't

However if for some reason you have decided that because you have created badly designed poorly documented software or services that will require a support depratment of some sort. Here are a few rules that will help to ensure that you attract only the highest quality of Bob and have a low turn over rate:
The question that was asked was:

Previously "Andrew Indelicato" said:
>Hello all,
>We are currently in the process of creating an "official" call center vs.
>just some guys in a room answering phones solving problems.  Any
>suggestions on where get get info on Call Center Structure and how to set
>up levels of support??

1. Isolate the Tech support room. Let no one but your people in there.
   Use card keys.
2. Make the two most essential things nearby and within grabbing or short stride distace : Caffiene dispensing devices and a bathroom
3. Have the phone system designed to pass calls to other support techs, but never to the same one twice. Also have them tapable, so that particularry amusing or diffucult calls can be monitored by any/all of the staff at the press of the button.
4. To promote relaxation, and prevent drinking on the job, create a system of Id cards for support personell that are accepted for no cost drinks at the nearest bar to the tech support center ( perferbally within walking distance ). Establish a corporate account with a taxi company for retrevial from the same.
5. VERY PROMINANT! Allow the tech support persons to have control of the lighting in their area. Too much or incorrect light can lead to highly irritated support techs
6. Allow support techs their own storage areas. Alot of cubicles ( like the ones where I work ) have accesory file drawers, and storage areas taht are lockable. this is a must for notes, books, food, brass knuckles, stun guns and other sundries that are required.
7. Insitiute a 3 day on 4 day off work week. this prevents burnout and makes 24/7 coverage easier.
8. First aid locker should be well stocked with stress related items as well as normal bandages, gauze and etc... suggested are :
   • 1000 count botles of : Tylenol, Advil, Bufferin, Anacin, Excedrin, Valium, Tums, Rolaids,Pepsid AC
   • Large botles w/ shotglass : Malox, Pepto bismol, single Malt Scotch, Milk of Magnesia, Gatorade
   • Individual : Neosporin, chap-stik, and sutures for chewed lips/bit thru tounges.
9. keep the tech support center equidistant from exits, elevators, access tunnels to parking lot, smoking areas, mainframe centers, tape libraries, and fire extunguishers.
10. Comfy chairs

Now on to procedures :

Keep a Detailed and accurate list of contact names, numbers and escilation procedures available to all persons at all times. Date and version this and issue a new version each week if changes dictate it. Include also contats for contractors who do service, field techs both in and out of house, and contacts up the food chain all the way to directors. They WANT to know if no one else can be reached.

Establish and enforce limits to what support personell are to do. Breif and train them, make cards if needed. Establish lines where there are products and services that ARE and ARE NOT supported.

Ensure that all events are made aware to all support persons. If someone bitches, let everyone know. If by some odd chance someone compliments a support person , let everyone know. Get photographs of these people and make them available to the support staff. Post them on a bulliten or dart board accordingly. Have a " Last/most favorite l/user of the month " award. encourage mock tar and feathering parties off site.

Isolation room for screaming , ranting and rending of breakable objects as laid out above, perferablly with a sink and shower.

Respect the Tech support people. do not put idiots above them in he help chain. do not hire supervisors who just pass off the calls, and make level 1 people involved in the level 2 hiring, and so on ... this assures a low clueless level.

Allow for decompression durring slow times.

sponsor training seminars and free classes to keep help desk people up to date with new software BEFORE it is rolled out. Not after.

Levels :

• Level 1 : In the front lines.Patch em up and get em working again.
  Ex : Password forgotten, word ate my doccument, where's the power switch, why is my screen black?
• Level 2 : Deeper problems, more likely to require sending a person on site.
  Ex : Why is my hard drive making grinding noises?, The cables in the machine ripped out when it fell off the table, My database just crashed, I tried to install something and now....( disaster bells ) I need to be walked through ( login, backup, going to the bathroom ), why is my monitor smoking ?
• Level 3 : Major Deep Bad stuff, or problem people who refuse to cooperate. AKA : The buck stops here.
  Ex : The mainframe is down and theres a man from con ed here talking about an unpaid bill, I am a manager and I do not need to be told to press any key or to login, I want access NOW. I don't care if its just pressing Ctrl_alt_del, I want a tech on site in 30 seconds. Who is your boss? I'm going ot kick your butt if I lose any data....

If you prefer a less formal structure you may wan to try the following style of support department:
What you need to do is make sure that you only install one phone line that connects to a complex voice mail system that doesn't actually allow anyone to get through to support.

Within support yourself you should only have one level that of BOB anyone employed as bob should be paid more than you, a lot more than you. They should also be employed to either telework or work flexitime.

Now the most important thing about setting up a call centre is you must get the bobs the very best state of the art machines 21" svga monitors sound cards cd writers and very fast connectivity to the rest of the internet, you should also ensure that they are are allowed to install any OS or software that they want.

All of these are vital if you want to run an acceptable call centre. This way you will have highly motivated staff.

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