Overview

Where would a call center be without its people? They are the ones that design the processes, develop the technology, provide the training and, ultimately, personally interact with the organization’s customers. Undoubtedly, people are the most important resource of the call center.

This seminar covers competencies related to the effective hiring, management and development of call center employees. The course begins by covering the design of an effective call center organizational structure including the development of job descriptions, job evaluations and staffing plans. The second section of the course focuses on acquiring the people with the skills and aptitudes to make the call center successful. Next, training and development are discussed with an emphasis placed on creating an ongoing learning environment that encourages self-development. Performance improvement follows with a section devoted to the particular monitoring, coaching and performance measurements challenges of call centers. Finally, the course concludes with topics that will maximize human resources, including career paths, effective culture and team-building. It is also designed to thoroughly prepare interested participants for the People Management knowledge assessment test, one of tests that candidates must pass to earn the CIAC-Certified Operations Manager (CCOM) designation.

Agenda

Organizational Design and Strategic Staffing

• Organizational Structure and Strategy
• Job Evaluation
• Staffing Plans

Hiring and Retention

• Recruiting
• Interviewing
• Hiring
• Staffing Alternatives
• Managing Turnover

Training and Development

• Creating a Learning Environment
• Developing and Implementing Effective Training
• Evaluating and Leveraging Training Opportunities

Measuring and Improving Performance

• Establishing Objectives
• Tracking Performance
• Effective Monitoring
• Coaching
• Performance Reviews
• Motivating Call Center Agents

Maximizing Human Resources

• Employee Career Development
• Employee Satisfaction
• Building a High-Performance Culture
• Creating and Leading Teams
• Legal Requirements
• Privacy Issues

Contact Center Seminars
Telecom Seminars

Help Desk Books
Call Center Management
Tech Support Resources
Contact Center Technology
Online Support
Customer Satisfaction
Knock Your Socks Off
Help Desk Institute
Telecom Books
Communication Skills
Call Center Monitoring
Metrics & Benchmarking
CRM
Hiring, Training, & Retention
Outbound Telebusiness
Novelties, Gifts, & Humor
Bargain Books (50% off)

Subject Index
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