Duration: 1 day
This Managing a Call Center training 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.
• Learn how to establish a call center.
• Learn about the technologies that affect call centers.
• Learn to reduce the percentage of lost calls.
• Learn how to calculate staff levels.
• Learn how to evaluate a call center's performance.
• Learn how to reduce turnover in a call center.
• Learn how to motivate and communicate with call center employees.
• Learn how to evaluate the performance of call center employees.
Method of Delivery
• Onsite/Live class instructions or Online web conference
• Open discussion
• Case studies