Call Center Management

This is a Guided Self-Study .25 credit course.  Upon registering, you will receive a textbook that includes activities and worksheets, a course outline and end of course quiz.  You will have UP TO 30 days to complete this course.

Course Description:

This course gives 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.

Table of Contents:

Chapter 1: Call Center Management Overview
Establishing a Call Center
Setting Up the Call Center

Chapter 2: Call Center Technology
Service and Information Technology
Automatic Call Distributors
Skill-Based Routing
Technologies to Manage Inbound Calls
Call Load and Staffing

Chapter 3: Employee Motivation and Monitoring
Employee Motivation
Communication with Employees
Employee Performance Evaluation
Employee Monitoring Tools

Chapter 4: Employee Management
Reduce Turnover
Stress Management

Chapter 5: Customer Management
Customer Expectations
Customer Relationship Management

Chapter 6: Managing for Excellent Service
Service Goals
Achieving Service Levels
Analyzing Reports

Chapter 7: Communicating Information to Executives
Information that Executives Need
Communicate with Executives

Related Topics

Course TitleCreditsStart DateStart TimeDelivery TypeDelivery OptionInstructor / LocationPrice
Call Center Management.25 Any AnySelf-StudySelf-Study Faculty$515.00 Register Now
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