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Course Overview:
The Call Center Management Series consists of the courses Call Center Management: Managing an Inbound Call Center, Call Center Management: Measuring Quality and Performance and Call Center Management: Managing and Motivating Your Staff.
Call Center Management: Managing an Inbound Call Center gives the student an overview of inbound call centers, managerial roles, and technologies that affect call centers. The program also gives the student guidelines for establishing a call center, as well as things to remember when establishing the call center. Learning the material in this program, the student will be able 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.
Call Center Management: Measuring Quality and Performance teaches the student information about customer expectations and how to reduce the percentage of a call center's lost calls. The program also teaches students about various staffing tactics, provides a process for calculating staff levels, and identifies the types of reports that call center managers use to evaluate a call center's performance. Additionally, the program provides students with guidelines for communicating with executives. By applying the information in this program, the student will be able to establish service goals, identify areas for attention, and communicate effectively with executives.
Call Center Management: Managing and Motivating Your Staff gives the student information about turnover and training as well as processes for reducing turnover and training effectively. The program also gives the student a process for managing employee stress as well as guidelines for motivating and communicating with employees. Additionally, the program provides students with processes and guidelines for evaluating employee performance and establishing monitoring programs. By applying the information in this program, the student will be able to reduce turnover, motivate employees, and establish a fair and accurate monitoring system. |
