Call Center Management

Overview

Call Center Management gives participants an overview of inbound call centers, managerial roles, and technologies that affect call centers. The course also covers 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.

Objectives

After completing this course, participants will be able to:

• Identify the functions of a call center and determine the process for setting up a center
• Communicate effectively with employees and executives
• Evaluate employee performance
• Identify methods for monitoring employees
• Train employees
• Identify customer expectations
• Set and achieve service levels
• Identify the information that executives need

Format

Call Center Management is a 15-hour course, offered in multiple sessions based on the needs of the customer. The course is delivered in an interactive, learner-centered style of facilitation.

Special Features

• Interactive course delivery
• Hands on
• Practice and feedback

Benefits

• Participants gain in-depth knowledge of call center management.
• Participants achieve skills and knowledge that will enable them to establish and effectively operate a call center.