---
title: Contact Center Basics | The Call Center School
description: Get staff up to speed quickly. Trainees will learn about the core operational functions of a contact center. Describing aspects such as the importance of schedule adherence and performance measures, trainees will learn about what contributes to and influences contact center operations.
---

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# Contact Center Basics

This course provides an essential introduction to the dynamic world of contact centers to people who are new to this industry.

- Agent
- 50 min

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656 learner ratings

![contact_center_basics.png](https://www.thecallcenterschool.com/hubfs/raw_assets/public/tccs-theme/images/courses/hero/contact_center_basics.png)

# What Learners will learn

- Differentiate between the different types of contact centers
- List the core services that a contact center provides
- List the functions of key departments within contact centers
- Differentiate between the roles and responsibilities within the operation departments
- Identify the core technologies used within contact centers
- Recognize what workforce management takes into consideration when staffing the contact center
- Identify the shared objectives of a contact center
- Identify contact center metrics associated with performance
- Define the purpose of performance appraisals
- List the benefits of having a personal development plan

## Who should take this?

- Individuals interested in learning more about the Contact Center industry
- New hires with no prior contact center experience (as part of onboarding)
- Employees that have difficulty understanding the inner workings of a contact center

## Course Outline

- The World of Contact Centers
- Contact Center Operations
- Performance Measures and Professional Development
- Final Exam

## Format

Self-paced e-learning containing an engaging mix of video, narratives, scenarios, and self-assessments.

The **Contact Center Basics** course is designed by call center experts to provide a practical and engaging learning experience. Start today.