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.
Each student in our Live Online and our Onsite classes receives a comprehensive set of materials, including course notes and all the class examples.
No cancelation for low enrollment
GSA schedule pricing
Students who have taken Live Online Training
Organizations who trust Webucator for their training needs
Satisfaction guarantee and retake option
Students rated our trainers 9.40 out of 10 based on 4,754 reviews
Great class and a great value. Three days packed with information and hands-on experience with the product and concepts covered.
Sandy Buechley, Patagonia, Inc/Lost Arrow Corporation
Loved the hands on training and ability to ask questions.
Tammy Ellis, Wheeler Mission Ministries
I just happened to be the only student in the class and this made it very enjoyable and personalized. It was also nice that Webucator continued to offer the class with just one person.
Mark Lilley, TRUVEN Health Analytics
Greenwood Village CO
Great training format. Very interactive and lots of hands on exercises. I especially liked the times when we were able to share our desktops for the instructor to give direct feedback on the exercises.
David Schow, tw telecom