Call Centre Management

• Establishing a call center
• Discussing call center fundamentals
• Understanding the benefits of a call center
• Understanding the functions of a call center
• Setting up the call center
• Understanding the process
• Discussing initial considerations

Call center technology

• Service and information technology
• Selecting automatic call distributors
• Identifying the benefits of skill-based routing
• Choosing technologies to manage and monitor calls
• Call load and staffing
• Forecasting call volume and staffing

Employee motivation and monitoring

• Employee motivation
• Identifying ways to motivate employees
• Applying techniques for motivating employees
• Communication with employees
• Understanding communication guidelines
• Conducting a staff meeting
• Providing employee feedback
• Employee performance evaluation
• Selecting criteria for employee performance
• Working with a below-average employee
• Employee monitoring tools
• Identifying methods for monitoring employees
• Establishing a monitoring system

Employee management

• Reduce turnover
• Identifying the reasons for turnover
• Establishing plans to reduce turnover
• Calculating hiring numbers based on churn rates
• Stress management
• Identifying common causes of stress
• Identifying stress-reducing activities
• Training
• Planning a training program
• Sequencing the steps in a training program

Customer management

• Customer expectations
• Presenting a positive company image
• Determining why customers hang up
• Customer relationship management
• Identifying the relationship management process
• Maintaining a voice response unit

Managing for excellent service

• Setting service levels
• Defining the service level
• Calculating rostered staff factor
• Identifying the pooling principle
• Achieving service levels
• Identifying scheduling practices
• Getting approval for a new scheduling system
• Analyzing reports
• Determining significant reports
• Assessing performance from reports

Communicating information to executives

• Information that executives need
• Identifying realities that executives should know
• Determining the working knowledge of executives
• Communicate with executives
• Identifying guidelines for communication
• Identifying pitfalls in communication
• Organizing reporting process