A Winning Vision: Strategic Planning for Call Centers (e-Learning):

This self-paced, 3-module e-Learning program focuses on the elements and structure of a call center strategic plan. Students will learn to develop long-term strategies for the call center that support overall business goals and then develop a short-term tactical plan to make it happen.

One of the most critical roles of today’s call center manager or director is that of strategic planner. Every call center should have a vision and a purpose that supports enterprise objectives and a plan for making it happen.

In this session, you will learn about the elements and structure of a strategic plan. We’ll provide guidelines to assist you in defining strategic initiatives such as customer access strategy, service goals, performance standards and measures, enabling technologies, staffing budget and plan, call center environment and culture, and center-wide professional development.

The program will also review ways to define value and ROI of the call center operation and provide tips for communicating and gaining approval for the plan from senior management.
Students will learn to:

- Describe the benefits of developing a strategic plan for the call center.
- Outline the six key components and overall structure of a strategic plan.
- Define the steps of identifying key long-term objectives as well as the short-term steps of getting there..
- Identify how to link the call center plan to enterprise objectives and goals.
- Describe ways to communicate the plan and gain approval from senior management.

Price: $150 (Single-user, 30-day license)

The Call Center School
568 Grant Highway
Lebanon, TN 37090
phone: 615-812-8400
fax: 866-452-2122