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.

Equip your call center supervisors with all the knowledge and skills they need to be successful at shaping the performance of their call center teams. The 12 courses include (3-modules per course):

Course 1: Setting the Standards:Defining Performance Expectations
Course 2: DCW Model: Diagnosing and Treating Performance Problems
Course 3: Performance Coaching: Techniques for Shaping Employee Performance
Course 4: Call Coaching: Basics for Improving Call Quality
Course 5: Motivation Marvels: 100 Ways to Improve Motivation/Morale
Course 6: Teamwork Template: Techniques for Building/Managing Teams
Course 7: Finders Keepers: Proven Strategies for Staff Retention
Course 8: Call Center Time Management: Budgeting a Supervisory Day
Course 9: Introduction to WFM: Understanding Staffing and Scheduling
Course 10: Key Performance Indicators: Managing by the Numbers
Course 11: Call Center Supervision: Essential Skills and Competencies
Course 12: Sales Coaching for Supervisors: Techniques for Maximizing Sales



Students will learn to:
- Effectively hire staff best suited to the job.
- Calculate turnover and identify strategies for how to reduce it.
- Define objective performance standards.
- Diagnose performance problems using a performance management model.
- Outline best practices for performance coaching.
- Identify 100 ways to motivate call center staff.
- Outline ways to structure and manage teams.
- Outline the steps of workforce management and how to influence call center staffing.
- Identify the top twenty call center performance measures and how to manage by the numbers.

Price: $1200 (Single-user, 30-day licenses)


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