Call Center Management Training Class

Call Center Management Training Seminar

Overview:
Manage an inbound call center, measure quality and performance, and motivate call center staff.

At Course Completion:
After completing this course, students will know how 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.