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
Before attending this course, students must have:
After completing this course, students will be able to:
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About Microsoft On-Demand Learning
Build your Microsoft technical expertise while balancing the demands of your schedule. The new MOC On-Demand series courses combine high-quality video lectures, live hands-on labs and knowledge-checks in a self-paced format to help you build skills as your schedule allows—all at once or five minutes at a time.
MOC On-Demand at a Glance
Self-Paced Learning
The modular structure offered by MOC On-Demand courses lets learners complete training piecemeal or in an order they choose.
Immediate Feedback on Mastery
Knowledge checks at the end of each module and each course tell learners whether they’ve mastered the content and are ready to move on.
SATV Eligible
Similar to In-class Microsoft official curriculum courses, MOC On-Demand is eligible for payment via Software Assurance Training Vouchers (SATVs)
Direct From the Source
MOC On-Demand is brought to you by the people who wrote the software. The content is based on the official Microsoft official curriculum (MOC).
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The high-quality in-depth video content, labs and knowledge checks are all available to you via the cloud 24 X 7.
Live Hands-on
Labs
Unlike other on-demand offerings that offer simulated labs, MOC On-Demand gives customers a live, real-time environment for hands-on training.
