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 People 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:

Where would a call center be without its people? They are the ones that design the processes, develop the technology, provide the training and, ultimately, personally interact with the organization's customers. Undoubtedly, people are the most important resource of the call center.

The People Management course covers competencies related to the effective hiring, management and development of call center employees. The course begins by covering the design of an effective call center organizational structure including the development of job descriptions, job evaluations and staffing plans. The second section of the course focuses on acquiring the people with the skills and aptitudes to make the call center successful. Next, training and development are discussed with an emphasis placed on creating an ongoing learning environment that encourages self-development. Performance improvement follows with a section devoted to the particular monitoring, coaching and performance measurements challenges of call centers. Finally, the course concludes with topics that will maximize human resources, including career paths, effective culture and team-building.

Program Outline

Service Level/Response Time:

Establishing and Using Service Level and Response Time Objectives
Planning and Managing Service Level and Quality
Real-Time Management
Establishing and Managing Service Level Agreements

Key Performance Indicators:

Identifying and Establishing Key Performance Indicators
Managing and Reporting Key Performance Indicators
Resolving Problems in Meeting Key Performance Indicators

Forecasting and Scheduling:

Forecasting Definitions, Principles and Methodologies
Staffing Calculations and Queue Dynamics
Scheduling Principles and Methodologies
Managing and Improving Quality

Call Center Technology:

Understanding Today's Environment
Identifying, Aligning and Leveraging Existing and Emerging Technologies and applications
Building a Technology Strategy and Managing New Implementations

Facilities and Disaster Recovery:

Site Selection Issues
Floor Plan Design
Health, Safety and Security
Regulatory Requirements
Disaster Recovery

The People Management On-Site Study Course is carefully 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 people management and be successful on the CIAC People Management knowledge assessment.

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