Call Center Management Manual (with CBT option)

Produced

• 2003-2004

Key Features

Student manuals are available in packs of 5.

Call Center Manual, ISBN #0-619-14860-8 © 2003, Publish date: March 10, 2003, 134 pages, student version (without disk) , $150 for pack of 5

Call Center Management: with CD + CBT, ISBN #1-4188-4582-5 © 2005, Publish date: December 20, 2004, 134 pages, student version with disk, $165 for pack of 5

Call Center Management: Instructor Edition + CBT, ISBN 1-4188-4581-7 © 2005, Publish date: December 20, 2004, 136 pages, includes CD with PowerPoint presentation, one manual with CBT and CD is $30

This course give students an overview of inbound call centers, managerial roles, and technologies that affect call centers. The course teaches students how to establish a call center, identify the call center managers' typical responsibilities, and determine the necessary technologies needed to best serve the company's customers, identify customer expectations, reduce the percentage of lost calls, calculate staff levels, and identify the reports that are used to evaluate a call center's performance. Students will also learn about establishing service goals, identifying areas for attention, and communicating effectively with executives. Course activities also cover reducing turnover, training employees effectively, managing employee stress, motivating, and communicating with employees. Finally, students will learn how to evaluate employee performance and establish monitoring programs. The manual is designed for quick scanning in the classroom and filled with interactive exercises that help ensure student success.

Course Length: One day

Table of Contents:

Unit 1: Call center fundamentals
Topic A: Establishing a call center
Topic B: Setting up the call center
Unit 2: Call center technology
Topic A: Service and information technology
Topic B: Call load and staffing
Unit 3: Employee motivation and monitoring
Topic A: Employee motivation
Topic B: Communication with employees
Topic C: Employee performance evaluation
Topic D: Employee monitoring tools
Unit 4: Employee management
Topic A: Reduce turnover
Topic B: Stress management
Topic C: Training
Unit 5: Customer management
Topic A: Customer expectations
Topic B: Customer relationship management
Unit 6: Managing for excellent service
Topic A: Setting service levels
Topic B: Achieving service levels
Topic C: Analyzing reports
Unit 7: Communicating information to executives
Topic A: Information that executives need
Topic B: Communicate with executives

Objectives:

•  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.

Features:

•  Designed specifically for instructor-led training.
•  Modular format allows instructors to skip around within a manual without breaking the overall flow of a course.
•  Content available to be licensed and customized to meet your individual training needs.
•  Accompanying Instructor's Manual includes marginal annotations and PowerPoint slides with embedded videos to support instructors in the classroom.
•  This title may be purchased off-the-shelf, or licensed through CustomCourse software.
•  Also available with a companion CBT program.

 Call Center Management: Instructor Edition + CBT

This course give students an overview of inbound call centers, managerial roles, and technologies that affect call centers. The course teaches students how to establish a call center, identify the call center managers' typical responsibilities, and determine the necessary technologies needed to best serve the company's customers, identify customer expectations, reduce the percentage of lost calls, calculate staff levels, and identify the reports that are used to evaluate a call center's performance. Students will also learn about establishing service goals, identifying areas for attention, and communicating effectively with executives. Course activities also cover reducing turnover, training employees effectively, managing employee stress, motivating, and communicating with employees. Finally, students will learn how to evaluate employee performance and establish monitoring programs. This instructor's edition is designed for quick scanning in the classroom, and filled with interactive exercises. Comes with a companion CBT program.

Table of Contents:

Unit 1: Call center fundamentals
Topic A: Establishing a call center
Topic B: Setting up the call center
Unit 2: Call center technology
Topic A: Service and information technology
Topic B: Call load and staffing
Unit 3: Employee motivation and monitoring
Topic A: Employee motivation
Topic B: Communication with employees
Topic C: Employee performance evaluation
Topic D: Employee monitoring tools
Unit 4: Employee management
Topic A: Reduce turnover
Topic B: Stress management
Topic C: Training
Unit 5: Customer management
Topic A: Customer expectations
Topic B: Customer relationship management
Unit 6: Managing for excellent service
Topic A: Setting service levels
Topic B: Achieving service levels
Topic C: Analyzing reports
Unit 7: Communicating information to executives
Topic A: Information that executives need
Topic B: Communicate with executives

Objectives:

•  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.

Features:

•  Marginal annotations prompt you with relevant information as you teach the course.
•  PowerPoint slides with embedded videos accompany this book.
•  Use publisher's dedicated instructor's web site to download important teaching resources.
•  All instructor’s editions have the same consistent layout, structure, voice and timing across all topics to minimize prep time for instructors teaching a variety of courses.
•  This title may be purchased off-the-shelf, or licensed through CustomCourse software.
•  Comes with a companion CBT program.