| Financial Management for Call Center
Professionals Online training course, $1,295  |
Overview
With today's increasing focus on corporate earnings and internal costs, support center managers are required to balance customer satisfaction with cash flow, profitability and other financial goals. To survive and excel in this ever changing and sometimes constrained environment, call center and help desk managers must know how finance and accounting practices work and how they can reflect and guide real and perceived performance.
This highly interactive, instructor-led course is delivered via the Internet through state-of-the-art audio and video lectures. The course explores the concepts of revenue, total cost, budgets, costs-to-date, open commitment, and estimates to complete, not just from a reporting point of view, but as input for evaluation and decision making by call center managers and operations engineers.
After attending this course, participants will be able to compute purchase, project, and improvement initiative return on investments, and will have the tactical skills needed to report the financial status of their ongoing operations and special projects.
Participants will learn to:
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Understand basic accounting.
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Read and understand the company's profit and loss statement.
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Read and understand the company’s balance sheet.
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Read and understand the company’s cash flow statement.
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Understand project accounting.
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Communicate effectively with management, accounting and financial personnel.
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Minimize the financial risk to your project.
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Control and predict cost and estimates
The Financial Management for Call Center Professionals distance learning course for call center, help desk, and support center engineers is sponsored by the University of Arizona at Tucson's Department of Engineering Professional Development. |
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Who Needs to Attend
- Financial analysts
- Contact center managers, directors, and vice presidents
- Managers and executives with call center oversight
- Leaders charged with forming a call center department or business
Prerequisites:
None
Follow-on Courses
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Effective Bonus, Pay, and Performance Systems
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Call Center Management Training and Certification
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Call Center Engineering Training and Certification
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Workforce Management Hands-on Certification Boot Camp
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Call Center Technology: Topics, Trends and Truths
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Improving the Effectiveness of IVR, Speech Recognition and Self-Service Systems
Certification
Financial Management for Call Center Professionals is a core course within the following Service Engineering training tracks:
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Call Center Six Sigma Master Black Belt
Testimonials
I had a wonderful and enriching experience studying for ENGR565. Your schedule and class notes were great. I just followed the time budget that you had recommended for each module and it was very helpful. Your lectures were precise, to the point, with good examples... 'grandma's biscuits' helped understand the project and process concepts in a much better and simpler way. I had planned on pursuing finance in MBA in the future and I wanted to take a starter course, but ENGR565 ended up being much more than that. Thank you very much for that. -- Vikram Appikatla
I enjoyed your class a lot. As an engineer, it is hard to learn soft skills, but with the human touch of the videos, it made it easier. Thanks for everything. -- Luis J. Ramirez
Course Outline
Section 1: Fundamentals of Finance
This section presents an overview of call centers, call center costs, call center finance and various aspects of corporate accounting.
- Types of call centers
- The goal
- The difference between effective and efficient
- Queuing science to maximize effectiveness in a call center
- Financial terminology
- The product and process life cycle
- The double-entry accounting system
Section 2: Financial Decision-making
Having a clear understanding of how call center costs fit into the management arena is crucial. In this section, you will learn which costs are critical to a managing a call center. Organizational structure and its impact on costs will also be explained.
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Division of Labor
- Business roles
- Decision-making (Policy, Strategy, Tactics)
- Financial violation of division of labor
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Business
- Knowledge as an asset
- Operational base camp
- Operational philosophy
- Process principles
- Call center processes & variability
Section 3: Financial Reporting
This section will review aspects of finance including the balance sheet, profit and loss statements, fixed versus variable cost concepts, and more. You will have a clear understanding of the difference between raw data and information, and will learn how to prepare reports that will get used. You will learn how to read accounting data and convert it into information that supports better decision-making.
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Financial concepts and their practical use
- Depreciation, accrual and cash methods, and inventory
- Closing the books
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Financial reporting
- Income statements, balance sheets, and financial testing
Section 4: Operations & Tactical Reporting
Establishing a method for call center cost management requires an intimate understanding of the factors that create costs and cause costs to fluctuate. This section will present methods for establishing the a cost basis for each transaction and type of call. You will also learn the purpose and use of operating budgets, and why operating budgets are not always the best tool to measure the financial effectiveness of your center. Unit cost, favorable and unfavorable variances, standard cost, and accounting "buzzwords" will be explained.
- Financial tactical standard cost vs. operational budget
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Standard costing methodology and where to use it
- Standard cost buildup
- Earned value report
- Operating budget and where to use it
Section 5: Capital Budgets
Many call center projects require capital funding. This section will explain the time value of money, project acceptance decision making rules, how to track actual results, and more.
- Future value, present value, payment annuities
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Capital project planning
- Basic project decision
- Return on investment
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Payback period
- Advanced project acceptance rules
- Net Present Value
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Internal Rate of Return
- Tracking capital budget results
Section 6: Financial Analysis
In this section, you'll learn how to manage costs without jeopardizing performance and wait time. You'll explore teh use of cost analysis tools for a call center, help desk, or support center.
- Value analysis
- Breakeven and its use in a call center
- Forecasting and its use in a call center
The per student registration fee for this online seminar is $1,295.
Register securely online with confidence, or please call (708) 246-0320.
Seminar Schedule
| Self-Study | Online |
,
dates & locations
Payment is due prior to the seminar. If payment is not received, a credit card hold will be required for participation. This card will only be processed if payment has not been received within two weeks following the seminar.
Cancellation Policy. Registrants may cancel up to fourteen days in advance of the seminar start date for a full refund. Cancellations within fourteen days of the seminar start date will be subject to an administrative fee of $200.
In the unlikely event that a seminar must be cancelled, you will be notified at least two weeks prior to the seminar date. Seminar provider is not responsible for losses due to cancellation including losses on advanced purchase airfares. As seminars are cancelled for under-enrollment from time to time, we strongly recommend that registrants traveling by air purchase only refundable tickets.
Seminar agenda subject to change. Errors and omissions
in pricing are not
accepted.
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