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Provided by: 123-CBT Computer Based Training Call Center Mgt Managing Motivating Your Staff |
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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.
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: Call Center Employee Turnover (0.5 - 1 hour)
Learn To
- 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.
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: Call Center Employee Turnover (0.5 - 1 hour)
- 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.
- 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.
- Ident
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Training
Provided by 123-CBT Computer Based Training
Call Center Mgt Managing Motivating Your Staff
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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
-...
