Devoted to the call center industry, the agents on the phones, and their managers

It is easy to get caught up with tons of pages to show snapshots of applications that are going to be used by the agent on the floor.  I’ve seen manuals that are as thick as an encyclopedia and heavier than one can carry. Though this is helpful, it isn’t as useful or effective.

I’ve seen many agents bringing their manuals for at least 2-4 weeks on the floor, thinking of it as a security blanket because they’ve placed written notes during class.  There are some who would tear some pages and bring it along as well.  Most agents would leave it in their lockers because they know it would be old in a matter of weeks, even days due to new updates.

With the availability of knowledge based systems, the manual should contain the most important points that an agent should be able to refer to when they are out on the floor.  It’s easier if you develop a manual that looks more like a compilation of handouts.

When you write the manual, always refer to a section of the knowledge system.  This way you don’t end up writing so much content and avoid reprinting a new manual when things change.

Categorize them and put colored tabs so it’s easier to look for their notes.  Place enough space for them to write on.  Ok, let’s not go for the usual “notes” page at the end, because this will be ignored.  If you lay out the page with more white space on the sides, then they can write there and even highlight the text they were referring to.

Lastly, please put it in a 2 or 3-ring binder so they can take out a page or two.  Don’t result to spiral bound manuals please.