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Program: Contact Center Basics

  • Excellent for onboarding new employees
  • Foundational knowledge about the operation of a contact center
  • A comprehensive introduction to the contact center terminology
  • Created by a team of industry veterans and e-learning professionals
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Program description

 

Provide new hires with the knowledge needed to hit the floor running! It is an essential introduction for anybody setting foot in a contact center for the first time. After taking this course, your new hires will know the core operational functions of a contact center, understand the importance of schedule adherence, and will be able to interpret performance measures. Above all, they will understand how important their contribution is to the success of the business.

The program Contact Center Basics is also included in the bundles Frontline Fundamentals and Full-Stack Agent Training.

Who should take this?

  • New hires with no prior contact center experience (as part of onboarding)
  • Employees that have difficulty understanding the inner workings of a contact center

Format

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

A certificate is provided if the mastery exam is passed successfully.

Time to complete

  • 6 months from starting the first module
  • Program contains 1 hour of content
  • The program will remain available for the entire 6 months, even after completion

The following courses are included

1. World of Contact Centers

A comprehensive introduction into the inner workings of a contact center

World of Contact Centers

This course provides an essential introduction to the dynamic world of contact centers to people who are new to his world. Trainees will learn about contact center operations, typical staffing processes, aligned performance measures, and the importance of their role in the success of the business. Trainees are given an overview of common contact center departments and an understanding of the day-to-day activities in contact centers. Key performance indicators (KPIs) that are typical for contact centers and how agents can use these metrics to improve performance are explained.

Trainees will learn:

  • The differences between a contact center and a call center.
  • The differences between in-house and outsourced contact centers.
  • What different types of contact centers exist.
  • The core services that contact centers provide.
  • The functions of key departments within contact centers.
  • The roles and responsibilities found within the operation department.
  • The core technologies used within contact centers.
  • The factors taken into consideration by workforce management when creating staffing schedules.
  • Why shared objectives are important in contact centers.
  • The key contact center metrics associated with performance.
  • The purpose of performance appraisals.
  • The benefits of having a documented professional development plan.
  • 3 modules
  • 49 min

Included modules and learning aims:

  1. What is a Contact Center? 15 min

    • Differentiate between a contact center and a call center
    • Describe the difference between in-house and outsourced contact centers
    • Describe different types of contact centers
    • Summarize the core services that contact centers provide
  2. Contact Center Operations 16 min

    • Explain the functions of key departments in contact centers
    • Summarize the roles and responsibilities in the operation department
    • Describe the core technologies used in contact centers
    • Explain the factors taken into consideration by workforce management when creating staffing schedules
  3. Performance Measures and Professional Development 18 min

    • Explain why shared objectives are important in contact centers
    • Describe the key contact center metrics associated with performance
    • Describe the purpose of performance reviews
    • Explain the benefits of having a documented professional development plan

Mastery Certification: Contact Center Basics

After finishing the courses of the program, participants are eligible to take the mastery certification exam. A designation of Mastery Certification from The Call Center School validates and recognizes the learning achievements gained through the program.

Participants who successfully pass the mastery certification can download their certificate and share it directly via social media.

17 questions 17 min

Mastery Certification: Contact Center Basics

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Pricing options for Contact Center Basics

We offer bulk discounts for orders containing 5 or more seats for a program or bundle. Check our pricing options for Contact Center Basics below. If you apply for bulk pricing, please contact us to place your order.

1 - 4
$19.00 per seat
 
5 - 14
$16.15 per seat
15% off
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15 - 29
$13.30 per seat
30% off
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30 - 59
$11.40 per seat
40% off
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60 - 99
$9.50 per seat
50% off
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Ordering for 100 or more learners?

We offer custom discounts for larger orders. Please get in touch with us for a quote.

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