Call Center Training - Call Center Supervision
Call Center Supervision Curriculum Track
Call Center Supervision: Essential Skills and Competencies (elearning):
This 3-part e-learning program outlines the top ten competencies required for call center leaders and supervisors today. Learn what skills and knowledge are needed and how to plan a professional development route that ensures supervisory success.
Introduction to Call Center Technologies: Understanding Call Center Technologies (Web Seminar):
This 90-minute web seminar 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.
Dates: April 5
Dates: April 5
Call Center Supervision: Essential Skills and Competencies (Web Seminar):
This 90-minute web seminar outlines the top ten competencies required for call center leaders and supervisors today. Learn what skills and knowledge are needed and how to plan a professional development route that ensures supervisory success.
Dates: January 5, May 3, September 6
Dates: January 5, May 3, September 6
Call Coaching: Techniques for Shaping Call Techniques (Web Seminar):
This 90-minute web seminar outlines best practices for making the most of call coaching opportunities. Students will learn how to deliver feedback that impacts call performance, as well as learn techniques to celebrate, clarify, or correct call behaviors.
Dates: February 2, May 31, October 4
Dates: February 2, May 31, October 4
Call Center Supervision - 12 Seminar Full Track plus Electives (e-learning):
This 12-part program includes all the topics in The Call Center School's Call Center Supervision curriculum plus the electives. Topics include the full array of call center operations and people management topics.
Setting the Standards: Defining Performance Goals and Objectives (Web Seminar):
This 90-minute web seminar outlines the first step of performance management, which is defining and communicating performance standards. Students will learn about the overall performance management process, as well as the specific steps in defining measurable performance standards in the call center.
Date: January 12, May 10, September 13
Date: January 12, May 10, September 13
Don't Know, Can't, Won't Model: Diagnosing and Treating Performance Problems (Web Seminar):
This 90-minute seminar outlines the step-by-step process of diagnosing and categorizing the reasons for performance problems in the call center. Students will learn about the Don't Know, Can't and Won't categories for diagnosing problems and identifying the proper supervisory strategies to fix them.
Dates: January 19, May 17, September 20
Dates: January 19, May 17, September 20
Performance Coaching: Techniques for Shaping Employee Performance (Web Seminar):
This 90-minute web seminar outlines best practices for coaching call center employees for improved performance. Students will learn about the benefits of coaching, how to set up a coaching session and communicate effectively, and how to deliver consequences that shape performance effectively.
Dates: January 26, May 24, September 27
Dates: January 26, May 24, September 27
Motivation Marvels: 100 Ways to Improve Motivation and Morale (Web Seminar):
This 90-minute web seminar provides strategies and techniques to help the call center management and supervisory team motivate frontline call center staff. Students will learn about basic motivational principles, recognition and reward strategies, and many proven techniques for motivating call center staff.
Dates: February 9, June 7, October 11
Dates: February 9, June 7, October 11
Teamwork Template: Techiques for Building and Managing Teams (Web Seminar):
This 90-minute web seminar provides strategies for creating successful call center teams. Students will learn to define team structures and processes, organize successful team meetings, improve team communications, and deal with common team challenges in the call center workplace.
Dates: February 16, June 14, October 18
Dates: February 16, June 14, October 18
Finders Keepers: Proven Strategies for Staff Retention (Web Seminar):
This 90-minute web seminar outlines strategies to improve morale and retention of call center staff. Students will learn to calculate turnover rates and costs, and will identify fifteen strategies for devising a plan to reduce staff turnover in the call center.
Dates: February 23, June 21, October 25 - 2012
Dates: February 23, June 21, October 25 - 2012
Call Center Time Management: Budgeting a Supervisory Day (Web Seminar):
This 90-minute seminar outlines some basic time management principles and applies them to the challenges of supervising in a call center environment. Hear ways to accomplish the most important call center supervision tasks while minimizing the time-wasters.
Dates: March 1, June 28, November 1
Dates: March 1, June 28, November 1
Introduction to WFM: Understanding Call Center Staffing and Scheduling (Web Seminar):
This 90-minute web seminar provides an overview of workforce management for call center supervisors and managers. Students will learn about the challenges of workforce planning, the detailed steps of forecasting and scheduling, and the important concept of the Power of One in call center staffing.
Dates: March 15, July 12, November 8
Dates: March 15, July 12, November 8
Key Performance Indicators: Managing by the Numbers (Web Seminar):
This 90-minute web seminar outlines strategies for defining a performance measurement system, including how to identify the top twenty performance measures for your call center. Students will also learn how to translate top metrics into effective call center management reports.
Dates: March 22, July 19, November 15
Dates: March 22, July 19, November 15
Sales Coaching for Supervisors: Techniques for Maximizing Sales (Web Seminar):
This 90-minute seminar outlines the essential steps and techniques for coaching in a telephone sales center. Learn how to coach to refine call behaviors that make the most of sales opportunities on every call.
Dates: March 22, July 26, November 15
Dates: March 22, July 26, November 15
Call Center Supervision - 3-Part Coaching Program (web seminars):
This 3-part web seminar package includes three topics from The Call Center School's Call Center Supervision curriculum. This 3-part Coaching Program includes Setting the Standards, Don't Know/Can't/Won't Model, and Performance Coaching.
Call Center Supervision - 10 Seminar Full Track (web seminars):
This 10-seminar package includes all the topics in The Call Center School's Call Center Supervision curriculum. Topics include the full array of call center operations and people management topics.
Call Center Supervision - 12 Seminar Full Track plus Electives (web seminars):
This 12-seminar package includes all the topics in The Call Center School's Call Center Supervision curriculum plus the electives. Topics include the full array of call center operations and people management topics.
Mastery Certification - Call Center Supervision (online exam):
Upon completion of the Call Center Supervision core training curriculum, take the online mastery exam to earn Mastery Certification in Call Center Supervision from The Call Center School.
Mastery Certification - Supervision Coaching (online exam):
Upon completion of the Call Center Supervision Coaching training curriculum, take the online mastery exam to earn Mastery Certification in Call Center Supervision Coaching from The Call Center School.
Finders Keepers: Proven Strategies for Staff Retention (eLearning):
This 3-module e-learning course outlines strategies to improve morale and retention of call center staff. Students will learn to calculate turnover rates and costs, and will identify fifteen strategies for devising a plan to reduce staff turnover in the call center.
Setting the Standards: Defining Performance Goals and Objectives (eLearning):
This 3-module e-learning program outlines the first step of performance management, which is defining and communicating performance standards. Students will learn about the overall performance management process, as well as the specific steps in defining measurable performance standards in the call center.
Don't Know, Can't, or Won't Model: Diagnosing and Treating Performance Problems (eLearning):
This 3-module e-learning program outlines the step-by-step process of diagnosing and categorizing the reasons for performance problems in the call center. Students will learn about the Don't Know, Can't and Won't categories for diagnosing problems and identifying the proper supervisory strategies to fix them.
Performance Coaching: Techniques for Shaping Employee Performance (eLearning):
This 3-module e-learning program outlines best practices for coaching call center employees for improved performance. Students will learn about the benefits of coaching, how to set up a coaching session and communicate effectively, and how to deliver consequences that shape performance effectively.
Motivation Marvels: 100 Ways to Improve Motivation and Morale (eLearning):
This 3-module e-learning program provides strategies and techniques to help the call center management and supervisory team motivate frontline call center staff. Students will learn about basic motivational principles, recognition and reward strategies, and many proven techniques for motivating call center staff.
Teamwork Template: Techiques for Building and Managing Teams (eLearning):
This 3-module e-learning program provides strategies for creating successful call center teams. Students will learn to define team structures and processes, organize successful team meetings, improve team communications, and deal with common team challenges in the call center workplace.
Introduction to WFM: Understanding Call Center Staffing and Scheduling (eLearning):
This 3-module e-learning program provides an overview of workforce management for call center supervisors and managers. Students will learn about the challenges of workforce planning, the detailed steps of forecasting and scheduling, and the important concept of the Power of One in call center staffing.
Key Performance Indicators: Managing by the Numbers (e-learning):
This 3-module e-learning program outlines strategies for defining a performance measurement system, including how to identify the top twenty performance measures for your call center. Students will also learn how to translate top metrics into effective call center management reports.
Introduction to Call Center Technologies: Understanding Call Center Technologies (e-learning):
This 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.
Call Center Supervision - 10 Seminar Full Track (eLearning):
This 10-course e-learning package includes all the topics in the The Call Center School's Call Center Supervision curriculum. Topics include the full array of call center operations and people management topics.
Call Center Supervision - 3-Part Coaching Program (eLearning):
This 3-part e-learning program includes three topics from The Call Center School's Call Center Supervision curriculum. This 3-part Coaching Program includes Setting the Standards, Don't Know/Can't/Won't Model, and Performance Coaching.
Call Center Supervision - 12 Seminar Full Track plus Electives (e-learning):
This 12-part program includes all the topics in The Call Center School's Call Center Supervision curriculum plus the electives. Topics include the full array of call center operations and people management topics.
Call Center Supervision: Essential Skills and Competencies (elearning):
This 3-part e-learning program outlines the top ten competencies required for call center leaders and supervisors today. Learn what skills and knowledge are needed and how to plan a professional development route that ensures supervisory success.
Call Center Time Management: Budgeting a Supervisory Day (elearning):
This 3-part e-learning program outlines some basic time management principles and applies them to the challenges of supervising in a call center environment. Hear ways to accomplish the most important call center supervision tasks while minimizing the time-wasters.
Sales Coaching for Supervisors: Techniques for Maximizing Sales (elearning):
This 3-part e-learning program outlines the essential steps and techniques for coaching in a telephone sales center. Learn how to coach to refine call behaviors that make the most of sales opportunities on every call.
Call Coaching: Techniques for Shaping Call Behaviors (eLearning):
This 3-part e-learning program outlines best practices for making the most of call coaching opportunities. Students will learn how to deliver feedback that impacts call performance, as well as learn techniques to celebrate, clarify, or correct call behaviors.
Classroom Training - Call Center Supervision:
The Call Center School's popular training program in Call Center Supervision is available for delivery at your call center site. Select from our standard training modules, or let our faculty customize a program based on your call center's unique supervisory needs and challenges.
Price: Call for Quote
Price: Call for Quote
Call Center Supervision Book:
Call Center Supervision: The Complete, Practical Guide to Managing Frontline Staff by Penny Reynolds is a 228-page book designed for anyone that manages people in a call center. The book includes 100 topics designed to improve supervisory skills and performance of call center staff.
Call Center Supervision - Train the Trainer (licensing):
License any of the 10 topics in the Call Center Supervision program for ongoing delivery by your own internal trainers. Topics available for train-the-trainer include the full array of call center operations and people management topics.