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Call Center Management + CBT, Student Manual
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Duration: One day Description: This ILT Series 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. Comes with a companion CBT program. Table Of Contents: 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 |
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