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.

Location

Public Classes: Delivered live online via WebEx and guaranteed to run . Join from anywhere!

Private Classes: Delivered at your offices , or any other location of your choice.

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

What people say about our training

Excellent class, excellent teacher!
LeAnne Wolf
Abeyta Nelson PC
Excellent experience. The instructor was very knowledgeable and thorough. The software to access the class worked very well and was easy to setup.
John Larsen
n/a
Taking a course this way is an excellent alternative to traveling to a site, or having an instructor come to you.
Gail Montgomery
Compassion International
Great Class! Will recommended to others
Antonio Dowsey
US Army Forces Command

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GSA schedule pricing

63,246

Students who have taken Instructor-led Training

11,880

Organizations who trust Webucator for their Instructor-led training needs

100%

Satisfaction guarantee and retake option

7.78

Students rated our Managing a Call Center Training trainers 7.78 out of 10 based on 1 reviews

Contact Us or call 1-877-932-8228