Get new agents up to speed quickly. Agents will learn about the main operational functions of a contact center; from the importance of schedule adherence, to performance measures, to providing the best service possible. Agents will also gain an insight into their role and how their individual contribution can impact daily call center operations.

Get new agents up to speed quickly. Agents will learn about the main operational functions of a... Read more


1 course 1 h 20 min

$39per user

The following courses are included:

  1. 1. World of Call Centers

1. World of Call Centers

An Operational Overview

This e-learning course provides an introduction to the world of call centers. Learn about the most important aspects of the main operational functions, including call center staffing, performance measures, and the main expectations for frontline staff.

For agents to perform to their maximum potential, it’s important for each person to understand the context in which their job is performed. Frontline staff will learn all about call center operations and where they fit in the big picture of service and operations.

Learn about the demographics of call centers today and how the profession has expanded. Explore the most important call center operational functions and hear about the “what” and “why” of call center performance expectations.

Agents will learn to:

  • Describe the current call center profession and its many career possibilities.
  • Describe the various types of call centers and their purposes.
  • Outline the eight basic operational functions of a call center.
  • Identify the most common call center performance measures and how it impacts individual expectations.
  • Identity the single most important actions agents can take to contribute to call center operations in a positive way.
1. World of Call Centers
  • 3 modules
  • 80 min

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