OptimaTrain

Call Center Management

0 STUDENTS ENROLLED

    Description:
    The course was designed to cover critical business and professional development topics in the shortest time possible. With a wealth of hands-on exercises, the course keeps you engaged and help you retain critical skills.

    Use this course to establish and set up a call center; use call center technology; motivate, evaluate, and monitor employees; reduce employee turnover and stress; manage customer expectations and relationships; set and analyze service goals; and communicate with executives.

    Duration: One day

    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

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