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 9.39 out of 10 based on 4,943 reviews
Great class! Instructor was very easy to follow!
Susan Crement, John B Sanfilippo & Son
Great examples. Especially since you save the exercise and solutions to your own drive instead of having to go onto a virtual environment for a limited time.
John Rewcastle, Barcom, Inc.
Great introductory course that can be taken anywhere in the world!
Ryan Ziskind, Steward Health Care
Very enjoyable way to attend class. I learned a lot and am looking forward to taking another class.
Terri Burrous, United Power Inc