Call Center Training - Call Center Learning Solutions, training the voice of your business with on-site courses, online courses,web seminars, and e-learning call simulations.

The Operations Management On-Site Study Course will guide you through the course content with maximum assistance from the instructor. You'll get your questions answered, find out what's most important for the test, practice taking multiple choice quizzes and network with your peers.

Course Description:

Call center leaders continue to grow in stature as the call center’s value contribution is heightened within organizations. As call centers handle increasingly complex transactions and provide other departments with vital customer information, leaders must be equipped to combine specialized call center knowledge with sound management practices.

The Call Center Leadership and Business Management course applies proven leadership and business practices to the call center environment. The course opens with guidance on developing an effective vision, mission, strategy and valuation model. Next, it explores leadership and communication best practices and highlights those skills and aptitudes that are most important in the call center. The unique environment of the call center is discussed next, with a focus on navigating future trends and requirements. The fourth section of the course provides leaders with solid principles on developing business plans, improving operations and managing contracts. The course comes to a close with an overview of financial principles that call center leaders should understand.

Program Outline

Strategy and Valuation:

Vision, Mission and Strategy
The Call Center’s Contribution to Value

Leadership and Communication:

Call Center Leadership
Call Center Communications

The Call Center Business Environment:

The Call Center’s Unique Environment
The Call Center’s Emerging Role
Understanding Market Forces
The Legal and Regulatory Environment

Business Management Principles and Practices:

Developing Business Plans
Improving Operational Results
Managing Contractual Relationships

Financial Principles and Practices:

Understanding Risk and Opportunity Tradeoffs
Developing an Annual Operating Budget
Understanding Financial Concepts
Interpreting Financial Statements

The Call Center Leadership and Business Management Study Course is designed to prepare participants for CIAC Certification in the roles of Strategic Leader, Operations Manager, Management Consultant and Management Apprentice.

People Management Course Materials:

Comprehensive self-study guide including:

Course content
Exercises
Glossary
Articles

Multiple-choice quizzes
Assignments

Register today to improve your knowledge of leadership and business management and be successful on the CIAC Leadership and Business Management Knowledge assessment.

For information on certification training for individual managers, see our Web-Based Study Courses.