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Curriculum: PrimeCall Center™ ABCs
Curriculum Information:
| Curriculum Duration: |
10 hrs |
| Audience: |
Call Centre Staff |
Overview
The PrimeCall Center™ ABCs curriculum teaches the underlying principles of call centre operation from a front-line agent's unique perspective. It explains in clear, simple and effective language, key concepts such as stakeholder concerns, workforce management, performance measurement, agent occupancy, call routing and management technologies, staff scheduling and customer relationship management.
Courses
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| The Call Center Profession |
Recognise the functions, structure and key players of a typical call center, and the uniqueness of the profession |
1.5 hrs |
| Customer Relationships |
Use Key Performance Indicators to balance the sometimes conflicting interests of the center's stakeholders |
2 hrs |
| Workforce Management |
Appreciate how forecasting, scheduling, occupancy and staffing principles can impact on the life of an agent and the success of a call center |
3.5 hrs |
| Call Center Technologies |
Use technology to bring about excellence in customer service, through call routing applications at the agent level and performance management tools at managerial level |
1.5 hr |
| Performance Measurement |
Define the long-term value of a customer and apply CRM (Customer Relationship Management) principles to recognise, prize and respond preferentially to high-value customers |
1.5 hr |
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