Management for Call Center Professionals
RCCSP Service Engineering Series
Online self-study course - $1,295
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 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 ROI for call center purchases, projects, and improvements. They will also learn to report the financial status of operations and special projects.
Participants have 30 days to complete the course once they receive their login information.
What You Will Learn
Participants will learn:
Financial Management for Call Center Professionals is a core course within the following Service Engineering training tracks:
Who Should Participate
There are no prerequisites for this introductory course.
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.
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.
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.
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.
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.
Section 6 - Financial Analysis
In this section, you'll learn how to manage costs without jeopardizing performance and wait time. You'll explore the use of cost analysis tools for a call center, help desk, or support center.
The per student registration fee for this online self study is $1,295. Participants have 30 days to complete the course once they receive their login information.
Register securely online with confidence or please call (708) 246-0320.
For more training course options, see the entire Contact Center Training Calendar of dates and locations.
For more IT, technical and field support training course options, see the Help Desk, ITIL, and Support Center Calendar.