The Blue Collar Call Center

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Hey all! Over the next few weeks I'll be releasing chapters of the Blue Collar Call Center here on this free blog. For free.



If you want a physical copy, go to that link up there and we have the paperback version for $5 and the Kindle version for $3 (which isn't physical but whatever).

Here's a brief outline of the book:








Chapter One: Background: The importance of your Contact Center. My background and how I rebuilt and improved the Rooter Hero Plumbing & Air Contact Center.

Chapter Two: Setting the Stage: Everything you need to set up a Successful Contact Center, whether you’re in-office, remote, or hybrid.




Chapter Three: Hiring the Right People: From the ad through the interview, getting the right people and hiring for attitude and culture trumps skills based hiring for Contact Centers




Chapter Four: Training Outline: How to set up a Training Curriculum that works and prevents turnover and burnout.




Chapter Five: Training the Mind: Values, Stoicism, and Mindset Training




Chapter Six: Customer Experience: A deep dive into Customer Experience and Customer Service.




Chapter Seven: Scripting and Roleplaying: The importance of Contact Center Scripts, giving CSRs ownership of that script, and how they are the brand.




Chapter Eight: The Rest of the Training: Systems, Processes, Nesting




Chapter Nine: Coaching and Further Education: How to set up CSRs for success with weekly coaching and ongoing training.




Chapter Ten: KPIs: The most important Key Performance Indicators to track in your Trades Contact Center




Chapter Eleven: Culture: The importance of company culture and call floor culture, and how to protect your culture at all costs.


Chapter Twelve: Conclusion: Bringing everything together.

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