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.

This one-day workshop is designed for all call center professionals who are responsible for recruiting, interviewing, hiring and developing training and career development tracks for call center agents.

What will you learn?

Experience Human Resource Planning and the components of a selection process. Learn what is required to effectively attract and recruit qualified applicants. Understand what screening tools and technologies are available to assist you in the hiring process. Practice appropriate interviewing techniques. Develop an Orientation Training and Career Development plan.

Key Learning Points

Learn the 3 most critical components to hiring new agents
Uncover the benefits to effective human resource planning
Develop a call center agent skills inventory
Use a clearly defined job description in the selection process
Design effective recruiting methods
Learn how to screen applicants
Investigate various testing tools
Use appropriate interviewing techniques
Develop orientation sessions and career and training tracks

Modules

Human Resource Planning

Forecast human resource needs
Link needs to goals
Compile an inventory of required skills

Job Analysis and Job Descriptions

Develop a job analysis process
Build a model call center agent job description

Finding Qualified Applicants

Uncover best recruiting sources
Develop recruiting standards
Conduct post-recruitment interviews

Applicant Screening

Learn how to uncover "experience" or "skills" and "knowledge" on a candidate's application or resume
When and how to check references

Assessment Tools and Testing

Uncover advantages and disadvantages of assessing and testing applicants
Examine the different types of testing and assessment tools

Conducting Company and Applicant Focused Interviews

Learn common mistakes in the interview process
Examine the different interview formats
Develop a 4-step interview structure: greeting, questioning, wrap-up and interview evaluation

Designing Orientation

Develop an effective plan to orient new call center agents

Designing Training and Career Tracks

Develop a training needs assessment
Build training and career tracks

Workshop Environment

This workshop is interactive and involves team building exercises, group discussion, brainstorming, practice and the situational application of skills. Students are totally involved in the learning process.