Managing a Call Center Training (MCS101)

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.

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

Each student receives a comprehensive set of materials, including course notes and all class examples.