Call Center Management: Managing and Motivating Your Staff

Call Center Management: Managing and Motivating Your Staff gives the student information about turnover and training as well as processes for reducing turnover and training effectively. The program also gives the student a process for managing employee stress as well as guidelines for motivating and communicating with employees. Additionally the program provides students with processes and guidelines for evaluating employee performance and establishing monitoring programs. By applying the information in this program the student will be able to reduce turnover motivate employees and establish a fair and accurate monitoring system.

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

• Identify the universal reasons for turnover.
• Establish a plan to reduce turnover.
• Plan a training program for a call center.
• Select methods for reducing stress.
• Apply techniques for motivating an employee.
• Apply steps for conducting a feedback meeting with your employees.
• Develop an action plan with an employee who has below average performance.

Topics Include

Unit 1: Call Center Employee Turnover

• Identify the universal reasons for turnover.
• Sequence the steps for preventing turnover.
• Establish a plan to reduce turnover.
• Based on churn rates calculate the number of employees you should hire to fill 10 vacancies.
• Sequence the steps of the training process.
• Plan a training program for a call center.
• Identify common stresses in a call center.
• Select methods for reducing stress.
• Simulation Overview:
• As the newly appointed call center manager for Icon's Power Systems Division you have been charged with the task of establishing a plan to reduce employee turnover by five percent over the next fiscal year. Currently all call center employees receive formal technical skills training but no soft skills training. In the first meeting you will develop a plan to reduce turnover with Dean Kramer the Director of Sales. Your next goal will be to establish a new training program for the call center. You will then meet with R.J. Lynch and Jennifer Webber two Call Center Supervisors to discuss implementing a new training program for all call center employees.

Unit 2: Motivating Call Center Employees

• Identify ways to motivate employees.
• Apply techniques for motivating an employee.
• Select ways to maintain energy through the day.
• Identify guidelines for communicating with employees.
• Sequence the steps for conducting a staff meeting.
• Identify guidelines for providing feedback to employees.
• Apply steps for conducting a feedback meeting with your employees.
• Simulation Overview:
• In this simulation you are a Call Center Manager and you are meeting with Tara Collins a Customer Service Representative who has been with Icon for six months. You're certain that Tara could achieve a higher performance standard if she were motivated to do a better job. Your goal during this meeting is to motivate Tara and give her helpful tips on how she can maintain her energy throughout the workday in addition to providing her feedback about her work performance to date.

Unit 3: Assessing Employee Performance

• Select criteria managers should use to evaluate employee performance.
• Sequence the steps for managing a below average employee.
• Develop an action plan with an employee who has below average performance.
• Identify methods for monitoring employees.
• Sequence the steps for overcoming employee objections toward monitoring.
• Apply methods for overcoming employees' objections toward monitoring.
• Simulation Overview:
• It has recently come to your attention that one of the call center's most experienced employees Matt Engles a Customer Care Advocate is performing below average. Specifically he is failing to put credit card numbers in accurately and isn't greeting and thanking customers consistently. Later you will meet with Marcus D'Angelo and Patty Chen to discuss the possibility of a new monitoring system for the call center. Ideally other employees will be involved in the development of the new monitoring system. Your goal during this meeting will be establish a monitoring system the employees will support.

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 an Inbound Call Center
• Call Center Management: Measuring Quality and Performance