Call Center Training - Operations/Business Mgmt
Call Center Operations e-learning
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Making the Match: Recruiting and Hiring Call Center Staff (e-Learning):
This self-paced, 3-module e-Learning program outlines best practices associated with recruiting, screening, and hiring call center staff. Students will learn to do a job task analysis, define selection criteria, advertise openings, and screen/test/interview candidates effectively to ensure the best match for the job.
Building a Sales Operation: Ten Essential Elements (e-Learning):
This self-paced, 3-module e-Learning program outlines the ten critical elements that must be in place to maximize telephone sales success. Hear about hiring strategies, training, performance measures, and incentive plans that support the call center’s selling strategy.
Telecommuting that Works: Strategies for Utilizing Remote Agents (e-Learning):
This self-paced, 3-module e-Learning program outlines best practices for making the most of work-at-home-agents. Create a business case for implementing remote agents and hear about essential operational elements to ensure the success of an at-home program.
Operations/Business Management - 11 Course Full Track (e-Learning):
This self-paced, 30-module e-Learning program includes the full set of eleven courses that are "business school basics" applied to the call center. Topics include the full array of call center operations and business management topics.
Analytics and Reporting: Developing a Contact Center Reporting Plan (e-Learning):
This self-paced, 3-module e-Learning program provides best practices on what analytics should be performed in the call center and how results should be reported to call center stakeholders. Students will learn about sources of data, analysis techniques, and options for reporting call center results.
Business Process Improvement: Six Sigma and Beyond (e-Learning):
This self-paced, 3-module e-Learning program outlines the components of business process improvement, using today's popular Six Sigma approach as an example. Students will learn how to define projects, assess and measure current situation, identify solutions, and implement improvement plans.
Making the Case: Business Case Development and Project Management (e-Learning):
This self-paced, 3-module e-Learning program provides an overview of process for developing a sound business case that will help you evaluate pros and cons of a project, perform a solid financial analysis, and reach a sound business decision about call center purchases and projects.
Dollars and Sense: Basics for Today's Call Center Professionals (e-Learning):
This self-paced, 3-module e-Learning program provides an overview of financial concepts like budgeting components, reading financial statements, developing capital requests, and evaluating cost-justification of purchases by calculating payback period and return on investment. This class will help call center professionals communicate with financial experts.
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.
Introduction to Call Center Technologies: Understanding Call Center Technologies (e-Learning):
This self-paced, 3-module e-Learning program provides an overview of today's call center technologies. Students will learn about call delivery technologies like ACD and IVR, as well as performance management tools like workforce management and quality monitoring.
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