Call Centre Management

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

  • 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
  • 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
  • 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
  • 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 expectations
  • Presenting a positive company image
  • Determining why customers hang up
  • Customer relationship management
  • Identifying the relationship management process
  • Maintaining a voice response unit
  • 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
  • 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
Gina Davidovic
Gina is a Senior Instructor in the area of Project Delivery with over ...
Stan Thomas

Stan has been working in a professional training capacity for over ...


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