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. The manual is designed for quick scanning in the classroom and filled with interactive exercises that help ensure student success. The main purpose of this course is to help participants to acquire the skills, knowledge & attitudes required to effectively communicate with others through a group of practice activities & case studies.

Audience :

Individuals High School Students seeking professional development. University & Institute students. University & Institute fresh graduates. Corporate Corporate professionals & call center employees seeking personal professional development. Corporate training departments seeking employee development.

Topics :

Call center fundamentals

o  Establishing a call center

o  Setting up the call center

o  Setting up the call center

Call center technology

o  Service and information technology

o  Call load and staffing

Employee motivation and monitoring

o  Employee motivation

o  Communication with employees

o  Employee performance evaluation

o  Employee monitoring tools

Employee management

o  Reduce turnover

o  Stress management

o  Training

Customer management

o  Customer expectations

o  Customer relationship management

Managing for excellent service

o  Setting service levels

o  Achieving service levels

o  Analyzing reports

Communicating information to executives

o  Information that executives need

o  Communicate with executives

Training Materials :

Thomson Course Technology

Labs :

This course includes several labs to ensure you will gain the targeted skills and experience.

Credential :

This course is both a stand alone skills based certificate & also part of the "YAT Business Diplomas"; "Call Center Professional Skills Diploma – Advanced Level".