Online Class: Call Center Management

In this course, we take a closer look at customer service and the overall customer experience of call centers. We explore how a well conceived and well executed call center can make all the difference. This online class provides the necessary strategies to help you reinvent your business by building and cementing successful customer relationships.

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  • 13
  • 18
    Exams &
  • 707
    have taken this course
  • 6
    average time
  • 0.6

Course Description

Empowering Business Success: Mastering the Art of Call Center Excellence

In today's fiercely competitive marketplace, the essence of a successful business lies in its ability to create and maintain enduring customer relationships. While products and services are foundational, it is the quality of customer care that truly differentiates a brand and determines its long-term viability. Central to this commitment to excellence are call centers - the unsung heroes that have the power to transform fleeting transactions into lasting connections.

Delve into "Empowering Business Success: Mastering the Art of Call Center Excellence," an immersive course tailored to uncover the myriad facets of modern-day call centers. Whether your interest is rooted in academic research, professional development, or personal curiosity, this course promises a comprehensive deep dive into the dynamics of customer service in call centers.

Reflect on this: How often have we found ourselves ensnared in tedious hold music, yearning for a quick and efficient resolution? The truth is, in an era defined by instant gratification, even the smallest delay can have monumental repercussions. Businesses today are in the limelight more than ever before, with empowered customers broadcasting their experiences and feedback through reviews, blogs, and social media platforms. One negative experience can reverberate across networks, impacting brand perception and bottom lines. It underscores the pressing need for businesses to not only offer top-notch products but also to provide unparalleled customer service, from the first point of contact to post-sale interactions.

The intertwining threads of customer service, satisfaction, and business success have never been more evident. And with technology and globalization reshaping the business landscape, it's paramount that businesses remain anchored in the core principle of human-centric interactions built on trust and understanding.

This course offers a holistic perspective on building and optimizing call centers. You'll traverse a meticulously curated journey, from selecting the perfect site, comprehending labor economics, to harnessing cutting-edge technologies. We spotlight the importance of recruiting, nurturing, and empowering a team that embodies your brand's ethos, passion, and vision. Because a well-equipped and motivated team doesn't just answer calls – they build relationships.

By the end of this course, you'll possess the knowledge and tools to establish call centers that not only prioritize customer needs but also foster a culture of excellence and enthusiasm. Understand the strategies to ensure that every customer touchpoint amplifies satisfaction, bolsters loyalty, and drives growth.

Join us and unlock the transformative potential of call centers. Let's re-envision customer service, crafting experiences that resonate, inspire, and pave the way for sustainable business success.

  • Completely Online
  • Self-Paced
  • 6 Months to Complete
  • 24/7 Availability
  • Start Anytime
  • PC & Mac Compatible
  • Android & iOS Friendly
  • Accredited CEUs
Universal Class is an IACET Accredited Provider

Course Lessons

Average Lesson Rating:
4.5 / 5 Stars (Average Rating)
"Extraordinarily Helpful"
(793 votes)

Lesson 1: Introduction

The survey revealed that most customers showed a clear annoyance at this frequently used response on customer service calls: "Your call is important to us. Please continue to hold." 15 Total Points
  • Lesson 1 Video
  • Lesson discussions: Reasons for Taking this Course
  • Complete: Lesson 1 Assignment
  • Assessment: Lesson 1 - Introduction

Lesson 2: Site Selection

In this lesson, we take a look at what a typical call center entails and then discuss important factors in building a high quality call center in an optimal location affordably. 18 Total Points
  • Lesson 2 Video
  • Complete: Lesson 2 Assignment
  • Assessment: Lesson 2 - Site Selection

Lesson 3: Call Center Technology

Call center technology includes a wide range of telecommunications hardware and software. 19 Total Points
  • Lesson 3 Video
  • Complete: Lesson 3 Assignment
  • Assessment: Lesson 3 - Call Center Technology

Lesson 4 - People

In recruiting call center agents, there are several key competencies to look for. 9 Total Points
  • Lesson 4 Video
  • Assessment: Lesson 4 - People

Lesson 5: Leadership and Management

This lesson will focus on the essential leadership skill in management positions. 20 Total Points
  • Lesson 5 Video
  • Complete: Lesson 5 Assignment
  • Assessment: Lesson 5 - Leadership and Management

Lesson 6: Training

This lesson will discuss several popular and effective methodologies in use today by top-performing call centers for agent training. 20 Total Points
  • Lesson 6 Video
  • Complete: Lesson 6 Assignment
  • Assessment: Lesson 6 - Training

Lesson 7: Operations

This lesson will discuss types of operational systems that should be in place to run a call center. 9 Total Points
  • Lesson 7 Video
  • Assessment: Lesson 7 - Operations

Lesson 8: Metrics

It is now even more important that call center managers determine and accomplish their strategic goals in today competitive service-oriented economy. This lesson will discuss key performance indicators. 9 Total Points
  • Lesson 8 Video
  • Assessment: Lesson 8 - Metrics

Lesson 9: Remote or Work-at-Home Agent

In recent years, the work at home or remote agent has gained in popularity among all service industries. This lesson will discuss the advantages and disadvantages associated with this type of service for businesses. 10 Total Points
  • Lesson 9 Video
  • Assessment: Lesson 9 - Remote or Work at Home Agent

Lesson 10: Outsourcing

When you are looking for a call center outsourcing partner, it is important to consider different requirements that you will have, ranging from size to services, training, technology, experience, cost and other factors. 7 Total Points
  • Lesson 10 Video
  • Assessment: Lesson 10 - Outsourcing

Lesson 11: Disaster Planning

In addition to managing a call center's daily operations, it is important to have a disaster and contingency plan for any organization that involves resources, equipment, and people. 10 Total Points
  • Lesson 11 Video
  • Complete: Lesson 11 Assignment

Lesson 12 - Building a World Class Call Center

A manager of a call center must be well-informed about all the laws, parameters, and regulations of your industry affecting your call center. This lesson will discuss the importance of many of these issues. 10 Total Points
  • Lesson 12 Video
  • Assessment: Lesson 12 - Building a World Class Call Center


Conclusion 48 Total Points
  • Lesson 13 Video
  • Lesson discussions: Your Opinion Matters: Course Rating; Program Evaluation Follow-up Survey (End of Course); Course Comments
  • Assessment: The Final Exam
Total Course Points

Learning Outcomes

By successfully completing this course, students will be able to:
  • Describe what a call center is and what managing one involves.
  • Describe site selection and call center technology
  • Summarize leadership and management skills necessary and the people you should surround and interact with.
  • Describe call center staff training issues.
  • Summarize daily operations of call centers.
  • Describe the importance of metrics in a call center and how to use these metrics effectively..
  • Summarize remote or work-at-home agents of a call center.
  • Identify when outsourcing the call center should be considered.
  • Summarize disaster planning processes.
  • Describe methods of building a world class call center.
  • Demonstrate mastery of lesson content at levels of 70% or higher.

Additional Course Information

Online CEU Certificate
  • Document Your Lifelong Learning Achievements
  • Earn an Official Certificate Documenting Course Hours and CEUs
  • Verify Your Certificate with a Unique Serial Number Online
  • View and Share Your Certificate Online or Download/Print as PDF
  • Display Your Certificate on Your Resume and Promote Your Achievements Using Social Media
Document Your CEUs on Your Resume
Course Title: Call Center Management
Course Number: 8900089
Lessons Rating: 4.5 / 5 Stars (793 votes)
Languages: English - United States, Canada and other English speaking countries
Availability: This course is online and available in all 50 states including: California, Florida, Georgia, Illinois, New York, Pennsylvania, Ohio, and Texas.
Last Updated: January 2024
Course Type: Self-Paced, Online Class
CEU Value: 0.6 IACET CEUs (Continuing Education Units)
CE Accreditation: Universal Class, Inc. has been accredited as an Authorized Provider by the International Association for Continuing Education and Training (IACET).
Grading Policy: Earn a final grade of 70% or higher to receive an online/downloadable CEU Certification documenting CEUs earned.
Assessment Method: Lesson assignments and review exams
Syllabus: View Syllabus
Course Fee: $120.00 U.S. dollars

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