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Provided by: Serebra Learning Corporation Call Center Management: Measuring Quality and PerformanceCall Center Training |
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Training
Provided by Serebra Learning Corporation
Call Center Management: Measuring Quality and Performance teaches the student information about customer expectations and how to reduce the percentage of a call center's lost calls. The program also teaches students about various staffing tactics provides a process for calculating staff levels and identifies the types of reports that call center managers use to evaluate a call center's performance. Additionally the program provides students with guidelines for communicating with executives. By applying the information in this program the student will be able to establish service goals identify areas for attention and communicate effectively with executives.
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Call Center Management: Measuring Quality and Performance
Serebra Learning Corporation 119 - 7565 132nd Street Surrey BC V3W 1K5 Canada
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
- Identify guidelines for presenting a positive company image to your customers.
- Apply methods for managing call volume.
- Calculate a rostered staff factor.
- Gain employee approval for a new scheduling decision.
- Identify reports that call center managers should use.
- Apply guidelines for communicating to executives.
Topics Include
Unit 1: Serving Your Company and Your Customers
- Identify guidelines for presenting a positive company image to your customers.
- Select the five factors that determine why customers hang up.
- Identify the steps of the customer resource management process.
- Choose methods for managing call volume.
- Apply methods for managing call volume.
- Identify guidelines for establishing and maintaining a virtual response unit.
- Apply guidelines for using a virtual response unit to manage critical call volume.
- Simulation Overview:
- Icon has decided to upgrade the call center for its Industrial Services and Manufacturing Division in order to more effectively manage increasing call volume. As the Call Center Manager you will meet with Paul White a salesperson from VoiceRally Inc. to discuss purchasing a VRU. Laura Dennis the Director of Customer Service will be sitting in on the meeting. This is your second meeting with Paul and it has already been decided that Icon will purchase the equipment from VoiceRally. Your goal during the meeting is to choose the best VRU features for your call center as well as determine other strategies that can be used to manage call volume.
Unit 2: Managing for Excellent Call Center Service
- Calculate a rostered staff factor.
- Identify the pooling principle.
- Identify the relationship between occupancy and productivity.
- Sequence the steps to gain employee approval for a scheduling decision.
- Gain employee approval for a new scheduling decision.
- Identify scheduling practices.
- Identify reports that call center managers should use.
- Simulation Overview:
- The Telecommunications Division will soon expand its service to include a number of countries in Asia Pacific. For this reason it will be necessary for you the Call Center Manager to make substantial changes to the current scheduling format. In the first meeting you will meet with John Cunningham Director of Sales to determine what kind of scheduling changes should be implemented. Next you will meet with Marcus Robinson and Amy Hughes two Call Center Supervisors to discuss the scheduling changes. During this meeting your goal will be to gain employee approval for the proposed scheduling changes.
Unit 3: Communicating Information to Executives
- Identify the five realities executives should know about a call center.
- Communicate the appropriate information to executives.
- Select examples of additional information you may want to give executives.
- Identify guidelines for communicating with executives.
- Select pitfalls of communicating with executives.
- Apply guidelines for communicating with executives.
- Avoid pitfalls when communicating with executives.
- Organize an effective report for an executive.
- Simulation Overview:
- As the Call Center Manager for Icon's Financial Services Division you're meeting with Elizabeth Williams the Director of Finance and Roger McAlister the Vice President of Operations. Icon will implement a number of budget cuts over the next quarter so you will need to do an effective job of explaining why the call center should not be downsized in the upcoming months. Your goal during this meeting is to communicate the appropriate information to the executives while avoiding common pitfalls.
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
Serebra Learning Corporation 119 - 7565 132nd Street Surrey BC V3W 1K5 Canada
About The Training Provider: Serebra Learning Corporation
Serebra Learning Corporation - Serebra Learning Corporation provides technology-based training solutions through a combination of Cortex, its proprietary learning management system (LMS), and a curriculum catalog with over 1, 825 current courseware titles. Founded in 1987 (as FirstClass Systems, with a name change to Serebra in 2001), Serebra has over sixteen years" experience delivering e-learning solutions to both...
