Call-Center Success Is No Mystery

Reborn Cabinets, in Anaheim, Calif., is known for having a highly profitable call center with low employee turnover. One of the keys to the call center’s success is its systematized process, as seen in the diagram at right. The flow chart helps staff clearly understand their jobs and allows managers to pinpoint exactly where a problem may have occurred. “You have to put [every system] on paper,” says Vince Nardo, Reborn’s president. “If you don’t do it consistently, you can’t measure the results. Often there’s something missing in the process and we’ll modify it.”