Managing a Call Center Training

Customized Onsite Training

1
Days
  • Customized Content
  • For Groups of 5+
  • Online or On-location
  • Expert Instructors

Live Online Training

$325.00
or 1 vouchers
  • Expert Instructors
  • Guaranteed to Run
  • 100% Free Re-take Option
  • 1-minute Video
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.

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.

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Satisfaction guarantee and retake option

9.40

Students rated our trainers 9.40 out of 10 based on 5,230 reviews

I look forward to taking more Webucator classes in the future.

Claudine Uscola-Johnson, New York Life Insurance Company
Reno NV

The instructer tailored this course exactly to mine and my company's needs. The focus and pace of material were flexible, so we could spend more time on topics I use on the job, and skim through the sections I do not.

Kelli Lyman, Booz Allen Hamilton
McLean VA

Mark did an excellent job training. I would highly recommend Webucator to anyone looking to advance their knowledge with the various courses they offer.

Patty Ramirez, Golden Empire Mortgage
Pomona CA

Thanks for helping me scale the Premiere Pro learning curve.

Jan Dean, Cyber Academy
Natchitoches LA

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