Call Center 101: A One-Day Overview of the Modern Call Center 1-day training seminar. Register online and get a free book!

Overview

This class is the perfect introduction to the world of call centes.  Students will learn the fundaamental principles of call center management, including a look at the profession, performance measurement and management, call center staffing issues, call center technology overview, and customer relationships.

After a quick orientation to the call center industry and demographics, you'll learn:

• About the People

  A look at the many roles and responsibilities of today's call center workforce, with emphasis on how to develop a optimal staffing plan, including a discussion of recruiting, hiring, training and performance measurement.

• Behind the Scenes

  A review of what happens in the day-to-day management of a call center, including an overview of the many technologies used in today's center, the steps of forecasting and scheduling, as well as the performance metrics common to the industry.

• Customer Relationship Management

  An overview of the people, technology, and process components of CRM.

Look at this agenda!

Orientation

• Definition
• Types
• Industry Numbers/Demographics
• Types of contacts
• Business functions
• Organizational structure
• Role in the enterprise

About the People

• Recruiting and Hiring
  • Typical job description
  • Selection criteria
• Training
  • Skills assessment
  • Common training methods
• Individual Performance Measurement
  • Quantitative measures
  • Qualitative measures
• Retention and Motivation
  • Staff Turnover
  • Motivation
• Workforce Alternatives
  • Remote employees
  • Teams
  • Outsourcing

Behind the Scenes

• Workforce Management
  • Definition and Steps
  • Data gathering
  • Forecasting workload
  • Defining service goals
  • Calculating staff requirements
  • Creating workforce schedules
• Technology
  • The path of a call
  • Call routing technologies
  • ACD
  • IVR
  • Desktop tools
  • CTI
• Management tools
  • Workforce management
  • Quality monitoring
  • Contact management
• Call Center Performance
  • Service Measures
    • Speed of answer
    • Quality measures
  • Efficiency Measures
    • Speed of handling
    • Proficiency of handling

Customer Relationship Management

• Definition and Trends
• Components of CRM Strategy
  • People
  • Process
  • Technology
• Customer Value
  • Definition
  • Calculations
  • Application

Conclusion and Next Steps

• Ongoing Professional Development
• Associations, Publications
• Conferences and Seminar

Special bonuses for on-line registration!

Register from this web site and receive a complimentary book or coffee mug from the Resource Center^*.   To learn more about these items, click on the icons to the left of each item.  Choose from:

Customer Retention
Why Web-Based Customer Support?
An Abbreviated Guide to Incoming Call Center Terms
Microsoft Internet & Networking Dictionary
The Elements of Email Style
Managing People
Attracting & Rewarding Outstanding Employees
"When Supporting the Customer, YOU ARE the Company" (coffee mug)
"It takes months to get a new customer, moments to lose one" (coffee mug)
"Today, product is a commodity. High Quality Service is our differentiating feature." (coffee mug)

* Normal shipping and handling fees apply

Seminar Schedule

No scheduled classes at this time.

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Telephone numbers for these hotels can be found on the course registration page. Click on the "Register" button below.

Class begins at 9:00 AM and ends at 4:30 PM.  Please arrive at 8:30 the first day to sign-in and meet fellow attendees.

Registration Fees, Discounts, and On-Site Options

The per student registration fee for this seminar is $695, and includes the seminar, course materials, and continental breakfast, morning and afternoon refreshments each day. To register, call (708) 246-0320 or click on the "Register" button below.

Payment is due prior to the seminar.  If payment is not received, a credit card hold will be required for participation.  This card will only be processed if payment has not been received within two weeks following the seminar. Multiple attendee registration discounts apply only to attendees from the same company attending the same (day and location) seminar.

Cancellation Policy.  Registrants may cancel up to fourteen days in advance of the seminar start date for a full refund, less administrative fees of $300.  Or, you may transfer your registration to another member of your company at no additional charge.  Registrants cancelling within fourteen days of the seminar will receive credit, less administrative fees of $300, toward any other Resource Center seminar.  In the unlikely event that a seminar must be cancelled, you will be notified at least one week prior to the seminar date. Seminar provider is not responsible for losses due to cancellation including losses on advanced purchase airfares.

Help Desk Books
Call Center Management
Automation Aids
Online Support
Customer Satisfaction
Knock Your Socks Off
Help Desk Institute
Telecom Books
Communication Skills
Call Center Monitoring
CRM
Bargain Books (50% off!)

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