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Provided by: 123-CBT Computer Based Training Call Center Mgt Measuring Quality Performance |
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Training
Provided by 123-CBT Computer Based Training
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.
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
Objectives
Unit 1: Serving Your Company and Your Customers (0.5 - 1 hour)
Learn To
- 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.
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
Objectives
Unit 1: Serving Your Company and Your Customers (0.5 - 1 hour)
- 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.
- 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.
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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 Measuring Quality Performance
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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
-...
