Entretel CEO and founding director Jack Green wrote the book on call center skills development -- literally:

Jack A. Green. Contact: a Guide to Developing Call Centre Skills. Nelson Canada, 2000. ISBN/ISSN: 0-17-616797-8.

Click here to purchase this unique and informative book.

Also, check out Jack's second book:

Jack A. Green. Call Centers: Technology & Techniques. South-Western Education, 2002. ISBN/ISSN: 0-538-72686-5.

'Call Centers: Technology & Techniques' , written by Jack Green and published in 2002 by South-Western Education. Click here to purchase this book

Description:

These books are written to help aspiring and current call centre representatives to optimize their success on the job. Consequently, these books are more than just a collection of theories about what a call center should be. These books are manuals, "how to"s that will guide the reader to success in the call center roll.

Benefits:

• Exercises integrated into the text that apply skills as they are discussed
• Helpful tips for developing good rapport and efficient telephone skills
• Boxed features that draw on "real life" and "on the job" experiences to illustrate points in the text
• Techniques for managing stress and creating a positive environment
• Presentation of skills and tools required for effective telephone sales
• A glossary of terms
• Instructor's Guide