Management within the call center environment is nothing short of challenging. For the right individual, however, these challenges become motivating tasks that hone tactical skills and improve overall performance. And, once the individual has the right call center training under his or her belt, the real fun begins.
To that end, RCCSP offers a call center manager training course with curriculum focused on the knowledge and comprehensive skills necessary to manage a call center of any size or complexity. The content contained in this course addresses tactical call center management responsibilities, from hiring to forecasting to quality assurance and strategy development.
This call center training course invites participants to keep pace in a hands-on environment with instructional objectives such as confidence-building and self-assurance. Participants will learn how to access the current status of their call center environment and the key metrics and relationship between those metrics.
Call center training students will also examine the scorecard and its use for monitoring key metrics, the creation of effective Service Level Agreements and Operating Level Agreements, best technology practices, the creation of a business case to justify staffing, best practices for call volume forecasting, the use of Erlang formulas and workforce management tools and how best to establish a training budget and plan for new hires.
RCCSP’s call center training course will also help those in management to learn how to create a call center Standard Operating Procedures manual, understand the development of guidelines for facilitating effective training and coaching sessions and the keys to building out a successful motivation and retention plan.
Participants will also learn how to build monitoring forms, how best to establish quality monitoring requirements, how to engage in a successful coaching conversation, the proper facilitation of an effective meeting with agents and staff and how best to develop a road map for implementing performance improvement and process improvement projects.
RCCSP developed its call center training course specifically for those managers who have been transferred into the call center from departments outside of that environment. It is also designed to meet the needs of those wishing to earn a certification in their field that is recognized internationally.
To perform well in this call center training session, participants should already have a basic understanding of a call center, how calls flow into the center and basic terminology used in the field. All course materials are delivered in English and participants must have a high English fluency level.
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Edited by Brooke Neuman