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Program: Contact Center Basics

  • Foundational knowledge about the operation of a contact center
  • A comprehensive introduction to the contact center jargon
  • Excellent for onboarding new employees
  • Engaging self-paced e-learning
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Program 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, performance measures, and providing the best service possible, trainees will gain an insight into what contributes to, and influences contact center operations.

Who should take this?

  • Newly hired employees 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 h 6 min 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

An Operational Overview

World of Contact Centers

This course provides an essential introduction to the dynamic world of contact centers. 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. We give you an overview of common contact center departments and an understanding of the day-to-day activities in contact centers. We explain key performance metrics that exist in contact centers and how agents can use these metrics to improve performance.

Trainees will learn to:

  • 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.
  • Explain the functions of key departments within contact centers.
  • Summarize the roles and responsibilities found within the operation department.
  • Describe the core technologies used within contact centers.
  • Explain the factors taken into consideration by workforce management when creating staffing schedules.
  • Explain why shared objectives are important in contact centers.
  • Describe the key contact center metrics associated with performance.
  • Describe the purpose of performance appraisals.
  • Explain the benefit in 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

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