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.

No cancelation for low enrollment

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GSA schedule pricing

81,519

Students who have taken Live Online Training

15,629

Organizations who trust Webucator for their training needs

100%

Satisfaction guarantee and retake option

9.40

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
Ventura CA

Loved the hands on training and ability to ask questions.

Tammy Ellis, Wheeler Mission Ministries
Indianapolis IN

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
Littleton CO

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