Call Center Management

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