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Provided by: 123-CBT Computer Based Training Call Center Mgt Managing an Inbound Call Center |
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Training
Provided by 123-CBT Computer Based Training
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.
Learn To
The target audience for this series is all center managers who want to find ways to help their inbound call centers run more effectively.
Deployment Options
e-Learning
Accreditation
NASBA credits: 3 CPE Credits
CEU credits: 0.30 CEUs
Language Options
US English
Total Learning Time
2 to 4 hours
Objectives
Unit 1: Determining Your Needs (0.5 - 1 hour)
Learn To
- 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.
The target audience for this series is all center managers who want to find ways to help their inbound call centers run more effectively.
Deployment Options
e-Learning
Accreditation
NASBA credits: 3 CPE Credits
CEU credits: 0.30 CEUs
Language Options
US English
Total Learning Time
2 to 4 hours
Objectives
Unit 1: Determining Your Needs (0.5 - 1 hour)
- 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.
- 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 c
This is primarily online training 
This is an online eLearning or CBT training program 
This program may be available on CD 
Contact 123-CBT Computer Based Training for more information Training Presented in: English
Call Center Mgt Managing an Inbound Call Center
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About The Training Provider: 123-CBT Computer Based Training
123-CBT Computer Based Training - 123-CBT offers discount pricing on top quality eLearning
programs from leading computer based training providers. Many of the training courses are available both online or on CD so that you can study at home at your own pace:
E-Learning available for
- ABAP 6. 10
- Access 2003
- Acrobat 6. 0
- ASP
- ASP. NET
- C
- Captivate 1. 0
- Crystal Reports 8. 5
- Crystal Reports v10
-...
