Who should attend?

This three-day workshop is designed to give working call leaders/managers the knowledge, skills, techniques and best practices to manage a world-class call center. This workshop will provide attendees with a complete understanding of the issues, demands, resources, and information that world-class call center managers’ deal with every day.

What will you learn?

Increasingly, most customer contact with your company will flow through your call center. This includes telephone calls answered by people and machines, e-mail, fax, postal mail and web-based communications. The manner in which you manage those opportunities is critical to the success of the company. Call centers develop and maintain customer loyalty, produce revenue, and create new business with every customer contact they handle properly. Understand and use call management and forecasting data to provide world-class service levels to your customers. Staff and optimize agent levels for maximum performance and productivity. Understand and use technology and automation to increase productivity and reduce costs. Hire, train and retain a professional call center team.

Key Learning Points

  • Position your call center as a competitive advantage for your company
  • Explore the driving forces of incoming call arrival and the factors of caller tolerance
  • Examine the appropriate application of technology and automation
  • Learn the relationship of service level, staffing, trunking and agent productivity
  • Select the right service level and understand the staffing break even points
  • Use forecasting and staffing tools to do resource planning and meet service levels
  • Increase productivity and reduce costs with effective management techniques
  • Quantify and communicate the value of your call center
  • Track call center performance: Learn what and how to measure
  • Resource planning – hiring, training and developing the right people

Workshop Enviroment

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. Students demonstrate competency through case studies, receive individual feedback and coaching by Call Center Learning Solutions Master Trainer.


The Call Center Business

  • The Truths of Call Center Management
  • The Emerging Environment
  • Your Center Strategy and Vision
  • Fundamentals of Call Center Leadership

The Customer Contact Strategy

  • Principles of Incoming Call Arrival
  • Why Customers Wait or Abandon
  • Quantify the Value of Lost Calls
  • Choose a Service Level

Strategic Direction and Planning

  • Components of the Customer Experience
  • Identify Stakeholders and Customers
  • Develop a Customer Focused Culture
  • The Components of Customer Care

Forecast and Staffing

  • Forecast Data and Methods
  • Staffing/Scheduling Principles
  • Interpreting and Using Stats from Call Management Reports
  • Real Time Management/Tactics

The Dollars and Cents of Customer Care

  • The Value Components
  • Calculate Customer and Call Value
  • Calculate the Value of Exceptional Customer Care

Performance Measures

  • What to Measure and Why
  • Avoid Conflicting Measurements
  • Balance Quality and Productivity
  • Center, Supervisor, Agent Measures

Manage the Call Center Team

  • Hiring and Staffing Challenges
  • Training and Development Issues
  • Control Turnover – Improve Retention
  • Coach and Manage Performance

Leveraging Success

  • The Value of Productivity Enhancements
  • Apply Cost Justification Models
  • The Process of Improving