Call Center Management

Course Outline

Duration: 1 Day

Description: This course give students an overview of inbound call centers, managerial roles, and technologies that affect call centers. The course teaches students how to establish a call center, identify the call center managers' typical responsibilities, and determine the necessary technologies needed to best serve the company's customers, identify customer expectations, reduce the percentage of lost calls, calculate staff levels, and identify the reports that are used to evaluate a call center's performance. Students will also learn about establishing service goals, identifying areas for attention, and communicating effectively with executives. Course activities also cover reducing turnover, training employees effectively, managing employee stress, motivating, and communicating with employees. Finally, students will learn how to evaluate employee performance and establish monitoring programs. The manual is designed for quick scanning in the classroom and filled with interactive exercises that help ensure student success.

Course Content

Unit 1: Call center fundamentals

Topic A: Establishing a call center

Topic B: Setting up the call center

Unit 2: Call center technology

Topic A: Service and information technology

Topic B: Call load and staffing

Unit 3: Employee motivation and monitoring

Topic A: Employee motivation

Topic B: Communication with employees

Topic C: Employee performance evaluation

Topic D: Employee monitoring tools

Unit 4: Employee management

Topic A: Reduce turnover

Topic B: Stress management

Topic C: Training

Unit 5: Customer management

Topic A: Customer expectations

Topic B: Customer relationship management

Unit 6: Managing for excellent service

Topic A: Setting service levels

Topic B: Achieving service levels

Topic C: Analyzing reports

Unit 7: Communicating information to executives

Topic A: Information that executives need

Topic B: Communicate with executives