Call Center Management

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Course Description


Customer relationships are the cornerstone of every business. Businesses today require considerable communication to ensure high quality customer care from the beginning to the end of a sale. Call centers are significant in creating and maintaining successful, positive customer relationships. High quality customer care and service will result in high customer retention as well as encourage the purchasing of additional products and services.

In this course, we take a closer look at customer service and the overall customer experience of call centers. A well conceived and well executed call center can make all the difference, reinventing businesses by building and cementing successful customer relationships.

The goal of this course is to offer comprehensive information about the customer service aspect of call centers that would appeal to any aged individual needing this information for a variety of motives (academic, professional or personal reasons.)

Course Requirements

This course will not require you to have previous experience in any particular area but you should have a high school reading level. No books will be required.

Course Topics


Lesson 1 - Introduction

Lesson 2 - Site Selection

Lesson 3 - Call Center Technology

Lesson 4 - People

Lesson 5 - Leadership and Management

Lesson 6 - Training

Lesson 7 - Operations

Lesson 8 - Metrics

Lesson 9 - Remote or Work at Home Agent

Lesson 10 - Outsourcing

Lesson 11 - Disaster Planning

Lesson 12 - Building a World Class Call Center


Course Materials

All course material will be provided in the lessons and netlinks. There are no required materials to purchase before taking the class.

Grading Policy

Each lesson will include a lesson review quiz along with an assignment. Students will successfully complete this course by mastering all learning outcomes with 70% or higher overall grade.

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
  • Know leadership and management skills necessary and the people you should surround and interact with.
  • Describe call center staff training issues.
  • Know daily operations of call centers.
  • Describe the importance of metrics in a call center and how to use these metrics effectively..
  • Know remote or work-at-home agents of a call center.
  • Identify when outsourcing the call center should be considered.
  • Know disaster planning processes.
  • Describe methods of building a world class call center, and
  • Demonstrate mastery of lesson content at levels of 70% or higher.

Assessment Guide

Assessment Points
Lesson 1 Assignment5
Lesson 1 - Introduction10
Lesson 2 Assignment10
Lesson 2 - Site Selection8
Lesson 3 Assignment10
Lesson 3 - Call Center Technology9
Lesson 4 - People9
Lesson 5 Assignment10
Lesson 5 - Leadership and Management10
Lesson 6 Assignment10
Lesson 6 - Training10
Lesson 7 - Operations9
Lesson 8 - Metrics9
Lesson 9 - Remote or Work at Home Agent10
Lesson 10 - Outsourcing7
Lesson 11 Assignment10
Lesson 12 - Building a World Class Call Center10
The Final Exam48
Total Points:204

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