Course Syllabus: Call Center Management
no certificate
with CEU Certificate*
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
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
Conclusion
Course Materials
Grading Policy
Learning Outcomes
- 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 Assignment | 5 |
| Lesson 1 - Introduction | 10 |
| Lesson 2 Assignment | 10 |
| Lesson 2 - Site Selection | 8 |
| Lesson 3 Assignment | 10 |
| Lesson 3 - Call Center Technology | 9 |
| Lesson 4 - People | 9 |
| Lesson 5 Assignment | 10 |
| Lesson 5 - Leadership and Management | 10 |
| Lesson 6 Assignment | 10 |
| Lesson 6 - Training | 10 |
| Lesson 7 - Operations | 9 |
| Lesson 8 - Metrics | 9 |
| Lesson 9 - Remote or Work at Home Agent | 10 |
| Lesson 10 - Outsourcing | 7 |
| Lesson 11 Assignment | 10 |
| Lesson 12 - Building a World Class Call Center | 10 |
| The Final Exam | 48 |
| Total Points: | 204 |
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