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 Customer Relationship 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:

Customer satisfaction and loyalty have become key objectives for organizations as they recognize that long-term customers cost less to service and are more likely to spend more with the organization. The call center is the place where many of these objectives are carried out – one contact, one customer at a time.

The Call Center Customer Relationship Management course provides call center leaders with the information they need to build customer relationships effectively. It begins by exploring key customer relationship management principles, including the value of customer satisfaction and loyalty, and customer segmentation. Measuring customer satisfaction is the focus of the second section of the course as it provides practical information on measurement methodologies and contributors to customer satisfaction. The course then transitions into establishing strategies that support organization-wide objectives and align people, processes and technologies with these goals. The fourth section of the course highlights the importance of a cross-functional approach to customer relationship management and places the responsibility for initiating this involvement squarely on the shoulders of the call center professional. The course’s final section includes actionable guidance on supporting customer relationship management with innovative technology, effective processes and essential employee development.

Program Outline

Customer Relationship Dynamics:

Key Customer Relationship Management Principles
Defining and Segmenting Customers

Evaluating Service Delivery:

Measuring Customer Satisfaction
Contributors to Customer Satisfaction

Relationship-Building Strategies:

Establishing Effective Strategies
Aligning Resources

Cross-Functional Leverage:

Building Effective Cross-Functional Processes

Supporting Technologies and Processes:

Providing Enabling Technologies
Establishing Supporting Processes
The Role of Teams and Individuals

The Call Center Customer Relationship Management 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 Customer Relationship Management and be successful on the CIAC customer Relationship Management Knowledge assessment.

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