2-day instructor-led training course - $1,795
On-site delivery available
Professional
Education
Alliance
| Understanding
Contact Center Fundamentals 2-day instructor-led training course - $1,795 On-site delivery available |
RCCSP Professional Education Alliance |
|
|
|
|
|
|
What You Will Learn: Participants will learn to:
Overview A call center is the area of office space where people addressing customer concerns by phone sit together, right? Well, no. Your call center is a full-fledged organizational function. Like sales, accounting, manufacturing, or office administration, call centers have specific human resource needs, specialized technologies, cost or profit targets, throughput requirements, and strategic impact. With caller demands, call processing capabilities, and customers to satisfy with a service product, call centers can be as complex as small companies, complete with pyramidal reporting structures and internal business functions. Or, they can be a simple as an organized, focused handful of skilled people consistently delivering high-quality service. If you are new to the call center industry, you are about to embark upon an exciting phase of your career. Equally driven by intuition and experience as by science, and with an impact powerful enough to break a company or drive it to stratospheric achievements, the call center will provide real opportunities for you to personally impact an organization's success. This course was designed specifically for the business person entering or transferring to a call center, and others responsible for interfacing with call center professionals. Introduction to Call Centers presents the 'big picture", and introduces attendees to the component parts, job roles, and performance factors that make up today's world-class call center. You'll learn how calls flow into and through the center, and how your call center's service product affects customers. After attending this course you will be able to "talk the talk". More importantly, you will have a renewed vision for the future of your call center and how to get there. Course Chapters
Who Should Participate The Understanding Contact Center Fundamentals training course is ideal for:
Prerequisites There are no prerequisites for this introductory course. Agenda Day 1 The Call Center Business Introduction
Chapter 1 - Call Center Fundamentals
Chapter 2 - Call Center Structure
Chapter 3 - Evaluating Call Center Performance
Day 2 Call Center Anatomy, Processes and Terminology Chapter 4 - Call Center Technology
Chapter 5 - Call Processing: The Life Cycle of a Customer Contact
Chapter 6 - How Call Handling is Tracked and Measured
Chapter 7 - How Agent Utilization, Efficiency, and Effectiveness are Tracked and Measured Key call center metrics and their importance to the call center
Chapter 8 - Call Center Performance Factors: When Things Go Right and When Things Go Wrong
Registration Fees The per student registration fee for public training and certification program is $1,795 and includes:
Class begins at 9:00 AM and ends at 5:00 PM each day. Register securely online with confidence or please call (708) 246-0320.
Maximize Your Training Investment - Attend Courses Back-to-Back Contact Center Foundations immediately precedes these courses in select locations:
In-house, on-site training offers the added benefits of facilitated team interaction; a confidential environment where plans, processes, and policies can be openly discussed; minimized travel costs; and little or no travel time. For support centers with a number of managers, supervisors, and team leads, on-site training can maximize your training investment. Pricing for an on-site course delivered at your location is determined based on a "base fee" for up to four attendees, and a per person fee for each attendee thereafter. On-site fees are all inclusive:
Additional travel surcharges will be charged for travel outside of the continental USA and for seminars scheduled within three weeks, or paid for within three weeks, of the onsite delivery date. The customer site must provide suitable meeting space, any desired meals or refreshments, and the following presentation supplies:
Request In-House Training More Training and Certification Courses See the complete calendar of RCCSP Professional Education Alliance Contact Center Training dates and locations. For more IT, technical and field support training course options, see the RCCSP Help Desk, ITIL, and Support Center Calendar.
|
|
||||||||||||||||||||||||||||||
| Home
Training & Certification:
Call Center
Operations |
|||||||||||||||||||||||||||||||
|
|||||||||||||||||||||||||||||||
Terms & Conditions
Seminar provider is not responsible for losses due to cancellation. In all circumstances, seminar provider's liability shall be limited to fees received. Seminar agenda and assigned instructors are subject to change. Public Training Terms & Conditions Payment is due prior to the seminar. Public 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 $400. Registrations may be transferred to another member of your organization at no additional charge. As seminars can be cancelled for under-enrollment from time to time, we strongly recommend that registrants traveling by air purchase only refundable tickets. In the unlikely event that a seminar must be cancelled by seminar provider due to unavoidable circumstances, you will be notified at least two weeks prior to the seminar date, and your payment will be refunded. Seminar provider is not responsible for losses due to cancellation including losses on advanced purchase airfares. We strongly recommend that attendees traveling by air to attend the seminar purchase only refundable tickets. On-site Training Terms & Conditions On-site training fees must be paid at least three weeks in advance to reserve a training date and instructor. Additional travel surcharges will be charged for travel to training locations outside of the continental USA and for training courses scheduled within three weeks, or paid for within three weeks, of the on-site delivery date.
On-site training cancellation policy. Preparations for training delivery
will commence upon the receipt of payment in full. Organizations may
cancel up to 21 days in advance of the seminar delivery date for a full refund,
less administrative fees of 25% of the base fee. If for any reason you are
unsatisfied with the training, please notify the instructor by the end of
the first day. If you decide to cancel the remainder of the training program,
the instructor will collect all training materials. Fees paid, less
a prorata one-day on-site training base fee plus any travel surcharges, will
be refunded. |
|||||||||||||||||||||||||||||||
|
 |
||||||||||||||||||||||||||||||
