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:
Ready to take the helm in the fast-paced world of call centers? Our Call Center Management Course provides a comprehensive overview of inbound call centers, managerial roles, and the transformative technologies shaping the industry. Equip yourself with the skills to establish and optimize a call center, meet customer expectations, and drive performance to new heights.
Important course activities will cover reducing turnover, training employees effectively, managing employee stress, motivating, and communicating with employees. You 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
- Training
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
Audience: Anyone within the call center or wanting to pursue call center management
Diplomas and Certificates Applicable to the Call Center Management course:
Don’t miss this opportunity to become a call center management powerhouse! Get ready to transform the way you lead and excel in the dynamic world of call center management!