Who should attend?

This course will introduce the functions of the call center and its roles. It is great for the new agent as well as those that want or need a broader perspective of scope of the call center.

What will you learn?

This course will introduce the essential skills and qualities that enable an agent to be successful and effective in their role with the customer and in the business. The focus is on the fundaments of the call center and not on the “soft skills.” Its purpose is to help the agent understand the “power of one.” Agents will also get an understanding of why call management and forecasting data are so critical and how this information is used to help provide world-class service to customers.

Key Learning Points

  • Explore the driving forces of incoming call arrival and the factors of caller tolerance
  • Learn the relationship of service level, staffing, trunking and agent productivity
  • Select the right service level and understand the impact of staffing break even points
  • Use forecasting and staffing tools to do resource planning and meet service levels
  • Track call center performance: processes, productivity and end-results measurements

Workshop Environment

This workshop is interactive and involves team building exercises, group discussion, brainstorming, practice and the situational application of skills. Students are totally involved in the learning process.



What is a Call Center?

  • Examine the Truths about Call Centers
  • Identify the Traits and Influences of Excellent Call Centers
  • Review your strategy and vision

What Makes a Customer Experience Successful?

  • Determine Who Your Customers Are
  • Define “Moments of Truth”
  • Manage Your “Moments of Truth”

How are Calls and Resources Managed?

  • Define Basic Call Center Terms
  • Identify 5 Key Steps to Manage Calls and Resources
    • Determine the Right Service Level
    • Collect and Review Appropriate Data
    • Forecast for Call Loads
    • Determine the Correct Staff and Schedule
    • Measure Performance

Commitment for Success

  • Put Together a Plan for Continual Success