Call Center Management: Managing an Inbound Call Center

Call Center Management: Managing an Inbound Call Center gives the student an overview of inbound call centers managerial roles and technologies that affect call centers. The program also gives the student guidelines for establishing a call center as well as things to remember when establishing the call center. Learning the material in this program the student will be able 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.

This is primarily online training This is an online eLearning or CBT training program Contact Serebra Learning Corporation for more information

Duration: 4 hours Training Presented in: English

Audience

The target audience for this series is all center managers who want to find ways to help their inbound call centers run more effectively.

Objective

• Select the functions of a call center.
• Identify the functions of an inbound call center agent.
• Provide consultation to a company that wants to establish a call center.
• Select building considerations.
• Sequence the process for forecasting call volume.
• Guide the creation of a local call center.

Topics Include

Unit 1: Determining Your Needs

• Complete the definition of a call center by selecting the missing words.
• Select the functions of a call center.
• Sequence the steps to establish a call center.
• Identify the functions of an inbound call center agent.
• Provide consultation to a company that wants to establish a call center.
• Simulation Overview:
• In this simulation you will meet with Jessica Stone and Amanda Heffner. Jessica and Amanda are managers of the Women's Camping Activities Association (WCAA) a company that organizes and directs outdoor activities such as camping and kayaking for women only. Recently the WCAA has been overwhelmed with the high number of calls from women wishing to join the organization. As a business consultant for Icon it is your task to identify the needs of the WCAA and explain the benefits of a call center.

Unit 2: Establishing the Call Center's Structure

• Select building considerations.
• Identify types of call center layouts.
• Sequence the process for forecasting call volume.
• Guide the creation of a local call center.
• Simulation Overview:
• In this simulation you meet with Susan Crawford Commercial Real Estate Agent and Ronald Spear Finance Accountant to discuss the movement of the software department's call center. The software department which is going through an expansion is taking the space previously used for the call center. Formally situated next to the software department the call center employs nearly one hundred individuals thus requiring the need for a large space. As a Call Center Manager for Icon you must work on a search committee with Susan and Ronald to guide the creation of an effective call center.

Unit 3: Call Center Technology

• Select types of automatic call distributors.
• Identify the benefits of skill-based routing.
• Identify monitoring technology.
• Given a situation choose the best type of technology for an organization's call center.
• Simulation Overview:
• In this simulation you meet with Robin Carlson Alexis Bell and Bruce Madison. Recently Icon's newest call center--situated in Phoenix and utilizing over 70 stations--has not been effectively helping customers. Icon's call centers in Dallas and San Francisco have offered to take some of the calls if high call volume is the problem. As Call Center Manager it is your job to identify problems with the current structure and determine the need to re-structure the call center based on what you know about available technology.

Duration

4

Minimum Requirements

The CDROM version of this course requires:

• At least a 486DX 33Mhz CPU.
• Microsoft Windows 3.1 or higher and a Microsoft compatible mouse.
• At least 8MB RAM.
• At least VGA graphics capability with a minimum 512K video RAM (1MB video RAM recommended).
• At least a double speed CDROM drive.
• An MPC compliant sound card with attached speakers or headphones is recommended (Currently only the CDROM version supports audio).

• At least a 486DX 33Mhz CPU.
• Microsoft Windows 3.1 or higher and a Microsoft compatible mouse.
• At least 8MB RAM and 22MB available hard disk space or file server space.
• At least VGA graphics capability with a minimum 512K video RAM (1MB video RAM recommended).

Media

• Call Center Management: Managing and Motivating Your Staff
• Call Center Management: Measuring Quality and Performance