Managing a Call Center Training

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.

Goals
  1. Learn how to establish a call center.
  2. Learn about the technologies that affect call centers.
  3. Learn to reduce the percentage of lost calls.
  4. Learn how to calculate staff levels.
  5. Learn how to evaluate a call center's performance.
  6. Learn how to reduce turnover in a call center.
  7. Learn how to motivate and communicate with call center employees.
  8. Learn how to evaluate the performance of call center employees.
Outline
  1. Call center fundamentals
    1. Establishing a call center
    2. Setting up the call center
  2. Call center technology
    1. Service and information technology
    2. Call load and staffing
  3. Employee motivation and monitoring
    1. Employee motivation
    2. Communication with employees
    3. Employee performance evaluation
    4. Employee monitoring tools
  4. Employee management
    1. Reduce turnover
    2. Stress management
    3. Training
  5. Customer management
    1. Customer expectations
    2. Customer relationship management
  6. Managing for excellent service
    1. Setting service levels
    2. Achieving service levels
    3. Analyzing reports
  7. Communicating information to executives
    1. Information that executives need
    2. 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.

Training for your Team

Length: 1 Day
  • Private Class for your Team
  • Online or On-location
  • Customizable
  • Expert Instructors

Training for Yourself

$325.00 or 1 vouchers
  • Live Online Training
  • For Individuals
  • Expert Instructors
  • Guaranteed to Run
  • 100% Free Re-take Option
  • 1-minute Video

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Jones Lang LaSalle Americas, Inc.
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VEGAS.com
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Republic Services
This class was great. I am walking away with a much better understanding of how to PROPERLY use this program.
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Vertex Business Interiors / MOI, Inc.

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