Topic-Level Outline
Days: 1
Prerequisites: None
Unit 1: Call center fundamentals
Topic A:0 Establishing a call center
A-1: Discussing call center fundamentals
A-2: Understanding the benefits of a call center
A-3: Understanding the functions of a call center
Topic B:0 Setting up the call center
B-1: Understanding the process
B-2: Discussing initial considerations
Unit 2: Call center technology
Topic A:0 Service and information technology
A-1: Selecting automatic call distributors
A-2: Identifying the benefits of skill-based routing
A-3: Choosing technologies to manage and monitor calls
Topic B:0 Call load and staffing
B-1: Forecasting call volume and staffing
Unit 3: Employee motivation and monitoring
Topic A:0 Employee motivation
A-1: Identifying ways to motivate employees
A-2: Applying techniques for motivating employees
Topic B:0 Communication with employees
B-1: Understanding communication guidelines
B-2: Conducting a staff meeting
B-3: Providing employee feedback
Topic C:0 Employee performance evaluation
C-1: Selecting criteria for employee performance
C-2: Working with a below-average employee
Topic D:0 Employee monitoring tools
D-1: Identifying methods for monitoring employees
D-2: Establishing a monitoring system
Unit 4: Employee management
Topic A:0 Reduce turnover
A-1: Identifying the reasons for turnover
A-2: Establishing plans to reduce turnover
A-3: Calculating hiring numbers based on churn rates
Topic B:0 Stress management
B-1: Identifying common causes of stress
B-2: Identifying stress-reducing activities
Topic C:0 Training
C-1: Planning a training program
C-2: Sequencing the steps in a training program
Unit 5: Customer management
Topic A:0 Customer expectations
A-1: Presenting a positive company image
A-2: Determining why customers hang up
Topic B:0 Customer relationship management
B-1: Identifying the relationship management process
B-2: Maintaining a voice response unit
Unit 6: Managing for excellent service
Topic A:0 Setting service levels
A-1: Defining the service level
A-2: Calculating rostered staff factor
A-3: Identifying the pooling principle
Topic B:0 Achieving service levels
B-1: Identifying scheduling practices
B-2: Getting approval for a new scheduling system
Topic C:0 Analyzing reports
C-1: Determining significant reports
C-2: Assessing performance from reports
Unit 7: Communicating information to executives
Topic A:0 Information that executives need
A-1: Identifying realities that executives should know
A-2: Determining the working knowledge of executives
Topic B:0 Communicate with executives
B-1: Identifying guidelines for communication
B-2: Identifying pitfalls in communication
B-3: Organizing reporting process