2-day instructor-led training course
On-site delivery only
Professional
Education
Alliance
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Center Foundations 2-day instructor-led training course On-site delivery only |
RCCSP Professional Education Alliance |
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What You Will Learn:
Overview This course was designed specifically for the business person entering or transferring to a call center, executives that oversee or set performance goals for the contact center function, people responsible for the design or implementation of a new center, and professionals that advise, sell to, or support contact center professionals. Contact Center Foundations presents the 'big picture", and introduces attendees to the component parts, job roles, and performance factors that make up today's world-class call center. You'll learn how calls flow into and through the center, and how your call center's service product affects customers. After attending this course you will be able to "talk the talk". More importantly, you will have a renewed vision for the future of your call center and how to get there. Course Chapters
Who Should Participate Contact Center Foundations is ideal for:
Prerequisites There are no prerequisites for this introductory course. Agenda Introduction
Chapter 1 - Contact Center Missions, Models, and Contributions
Chapter 2 - The Life of a Call
Chapter 3 - Contact Center Structure and Staffing
Chapter 4 - Call Arrival and Delivery Technologies
Chapter 5 - Agent Resource Utilization
Chapter 6 - How Calls are Handled, in Detail
Chapter 7 - How Quality is Managed
Chapter 8 - How Performance is Evaluated
In-house, on-site training offers the added benefits of facilitated team interaction; a confidential environment where plans, processes, and policies can be openly discussed; minimized travel costs; and little or no travel time. For support centers with a number of managers, supervisors, and team leads, on-site training can maximize your training investment. Pricing for an on-site course delivered at your location is determined based on a "base fee" for up to four attendees, and a per person fee for each attendee thereafter. On-site fees are all inclusive:
Additional travel surcharges will be charged for travel outside of the continental USA and for seminars scheduled within three weeks, or paid for within three weeks, of the onsite delivery date. The customer site must provide suitable meeting space, any desired meals or refreshments, and the following presentation supplies:
Register securely online with confidence or please call (708) 246-0320. Request In-House Training More Training and Certification Courses See the complete calendar of RCCSP Professional Education Alliance Contact Center Training dates and locations. For more IT, technical and field support training course options, see the RCCSP Help Desk, ITIL, and Support Center Calendar.
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Training & Certification:
Call Center
Operations |
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Terms & Conditions
Seminar agenda and assigned instructors are subject to change. Payment is due prior to the seminar. Public 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 $400. Or, you may transfer your registration to another date or member of your company at no additional charge. Please notify us as soon as possible. Registrants cancelling within fourteen days of the seminar will receive credit, less administrative fees of $400, toward any other Resource Center seminar. On-site training scheduling and cancellation policy. On-site training fees must be paid to reserve a training date. Additional travel surcharges will be charged for travel to training locations outside of the continental USA and for training courses scheduled within three weeks, or paid for within three weeks, of the on-site delivery date.Organizations may cancel up to 21 days in advance of the seminar delivery date for a full refund, less administrative fees of 25% of the base fee. If for any reason you are unsatisfied with the training, please notify the instructor by the end of the first day. If you decide to cancel the remainder of the training program, the instructor will collect all training materials. Fees paid, less a prorata one-day on-site training base fee plus any travel surcharges, will be refunded. Cancellation by provider. In the unlikely event that a seminar must be cancelled by seminar provider due to unavoidable circumstances, you will be notified at least two weeks prior to the seminar date, and your payment will be refunded. Seminar provider is not responsible for losses due to cancellation including losses and penalties on advanced or non-refundable airfares. In all circumstances, seminar provider's liability shall be limited to fees received.
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