Managing a Call Center Training
Delivery Options
- Live Online Training - Public Class (): $325.00
- Customized Onsite Training (1 day): Request a Proposal
Upcoming Live eLearning Classes
There are currently no upcoming Live eLearning classes. Please contact us if you would like us to schedule a class.
Class Description
Class Overview
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.
Class Goals
- 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.
Class Outline
- Call center fundamentals
- Establishing a call center
- Setting up the call center
- Call center technology
- Service and information technology
- Call load and staffing
- Employee motivation and monitoring
- Employee motivation
- Communication with employees
- Employee performance evaluation
- Employee monitoring tools
- Employee management
- Reduce turnover
- Stress management
- Training
- Customer management
- Customer expectations
- Customer relationship management
- Managing for excellent service
- Setting service levels
- Achieving service levels
- Analyzing reports
- Communicating information to executives
- Information that executives need
- Communicate with executives
Class Materials
Each student in our Live Online and our Onsite classes receives a comprehensive set of materials, including course notes and all the class examples.
Technical Requirements
Our computer technical requirements and setup process is easy, with support just a click away.
- Onsite and Instructor-led Online course technical requirements and setup instructions.
- WebEx system requirements for Instructor-led Online delivery option.
of Live Online Training:
Webucator is a Registered Education Provider (R.E.P.) approved by PMI to issue professional development units (PDUs) for our training courses.