Call Center Supervision eLearning - The Call Center School

Finders Keepers: Proven Strategies for Staff Retention (e-Learning):

This self-paced, 3-module e-Learning program 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.

Sales Coaching for Supervisors: Techniques for Maximizing Sales (e-Learning):

This self-paced, 3-module 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 Center Time Management: Budgeting a Supervisory Day (e-Learning):

This self-paced, 3-module 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.

Call Center Supervision: Essential Skills and Competencies (e-Learning):

This self-paced, 3-module 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 Supervision - 12 Seminar Full Track plus Electives (e-Learning):

This self-paced, 36 module e-Learning 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 - 3-Part Coaching Program (e-Learning):

This self-paced, 9-module 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 - 10 Seminar Full Track (e-Learning):

This self-paced, 30-module 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.

Key Performance Indicators: Managing by the Numbers (e-Learning):

This self-paced, 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 WFM: Understanding Call Center Staffing and Scheduling (e-Learning):

This self-paced, 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.

Teamwork Template: Techiques for Building and Managing Teams (e-Learning):

This self-paced, 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.

Motivation Marvels: 100 Ways to Improve Motivation and Morale (e-Learning):

This self-paced, 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.

Performance Coaching: Techniques for Shaping Employee Behaviors (e-Learning):

This self-paced, 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.

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Call Center Training - Call Center Supervision eLearning