Lessons
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Lesson 1
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Call center fundamentals
Establishing a call center
Discussing call center fundamentals
Understanding the benefits of a call center
Understanding the functions of a call center
Setting up the call center
Understanding the process
Discussing initial considerations
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Lesson 2
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Call center technology
Service and information technology
Selecting automatic call distributors
Identifying the benefits of skill-based routing
Choosing technologies to manage and monitor calls
Call load and staffing
Forecasting call volume and staffing
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Lesson 3
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Employee motivation and monitoring
Employee motivation
Identifying ways to motivate employees
Applying techniques for motivating employees
Communication with employees
Understanding communication guidelines
Conducting a staff meeting
Providing employee feedback
Employee performance evaluation
Selecting criteria for employee performance
Working with a below-average employee
Employee monitoring tools
Identifying methods for monitoring employees
Establishing a monitoring system
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Lesson 4
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Employee management
Reduce turnover
Identifying the reasons for turnover
Establishing plans to reduce turnover
Calculating hiring numbers based on churn rates
Stress management
Identifying common causes of stress
Identifying stress-reducing activities
Training
Planning a training program
Sequencing the steps in a training program
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Lesson 5
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Customer management
Customer expectations
Presenting a positive company image
Determining why customers hang up
Customer relationship management
Identifying the relationship management process
Maintaining a voice response unit
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Lesson 6
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Managing for excellent service
Setting service levels
Defining the service level
Calculating rostered staff factor
Identifying the pooling principle
Achieving service levels
Identifying scheduling practices
Getting approval for a new scheduling system
Analyzing reports
Determining significant reports
Assessing performance from reports
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Lesson 7
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Communicating information to executives
Information that executives need
Identifying realities that executives should know
Determining the working knowledge of executives
Communicate with executives
Identifying guidelines for communication
Identifying pitfalls in communication
Organizing reporting process
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