New Horizons Computer Learning Center
410-597-9722

Call Center Management

Course Length: 1 Day

Overview:
In this course, students will learn how to manage an inbound call center, measure quality and performance, and motivate call center staff.

Course Objectives:
Upon successful completion of this course, students will be able to:

• Identify the functions of a call center and determine the process for setting up a call center
• Identify the categories of ACD, technologies to monitor your employees, the benefits of skill-based routing, and how to determine call load and staffing
• Motivate employees, communicate effectively with employees, evaluate employee performance, and identify methods for monitoring employees
• Reduce employee turnover, manage stress, and train employees
• Identify customer expectations and manage customer relationships
• Set and achieve service levels, and use reports
• Identify the information that executives need and learn how to communicate with them

Course Content

Lesson 1: Call Center Fundamentals

• Establishing a call center
• Setting up the call center

Lesson 2: Call Center Technology

• Service and information technology
• Call load and staffing

Lesson 3: Employee Motivation and Monitoring

• Employee motivation
• Communication with employees
• Employee performance evaluation
• Employee monitoring tools

Lesson 4: Employee Management

• Reduce turnover
• Stress management
• Training

Lesson 5: Customer Management

• Customer expectations
• Customer relationship management

Lesson 6: Managing for Excellent Service

• Setting service levels
• Achieving service levels
• Analyzing reports

Lesson 7: Communicating Information to Executives

• Information that executives need
• Communicate with executives

6940 Tudsbury Road, Baltimore, MD 21244
P: 410-597-9722
www.nhbaltimore.com