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.

will not commit to a profession they know little or nothing about!
will not be motivated if they believe schedules are designed to make their working lives impossible!
will not perform better if they think performance measurement in their center is unfair!

The PrimeCall CenterTM ABCs curriculum teaches the rationale behind call center operations, so agents come to realize that management:

values its workforce and is committed to developing its staff
knows how to forecast, schedule, and distribute the workload effectively
measures performance fairly and rewards outstanding performance

The curriculum teaches the underlying principles of call center operation from a front-line agent's unique perspective. It explains, in clear, simple, and effective language, key concepts such as stakeholder concerns,workforce management, performance measurement, agent occupancy, call routing and management technologies, staff scheduling, and customer relationship management.

The curriculum is ideal for both new hire agent orientation and retraining of seasoned agents who may not have grasped the 'helicopter' view of what a call center is all about. Through increased agent understanding, centers deploying this training should find rapid improvement in:

procedure compliance
staff retention and
employee motivation

Content Alliance:

These courses have been created under an exclusive co-development license between The Call Center School, a call center consulting and education company based in Nashville, Tennessee, and Prime Learning.

Target Audience:

The PrimeCall Center ABCs curriculum provides valuable insights and best practices for both new hire and seasoned staff who want to understand better the fundamentals of the industry and of a call center operation. Examples of the types of professionals who can benefit are:

Call Center Agents
Call Center Training Staff
Supervisors
Help Desk Support Staff
Team Leads
QA Staff

Prerequisites:

None.

Skill Level:

All levels.

Courses:

Description	Course	Duration
Recognize the functions, structure and key players of a typical call center, and the uniqueness of the profession	The Call Center Profession	1.5 hrs
Use Key Performance Indicators to balance the sometimes conflicting interests of the center's stakeholders	Customer Relationships	2 hrs
Appreciate how forecasting, scheduling, occupancy and staffing principles can impact on the life of an agent and the success of a call center	Workforce Management	3.5 hrs
Use technology to bring about excellence in customer service, through call routing applications at the agent level and performance management tools at managerial level	Call Center Technologies	1.5 hrs
Define the long-term value of a customer and apply CRM (Customer Relationship Management) principles to recognize, prize and respond preferentially to high-value customers	Performance Measurement	1.5 hrs

Deployment Options:

Prime eLearning System curriculum (Internet)

15 hours e-Learning
5 Courses (10 hours), each including Self Check Assessment
On-line Resources (5 hours) - Job Aids, Glossary, Exercises, Recommended Reading Lists, Web Links, Games
Personalized Prime eLearning System account
Pre Assessment (PrimePathT)
Mastery Assessment
Client Administration functionality
Search feature
Access to PrimeLearning-run Discussion Boards, Chats
On-line Mentoring

Individual courses (Internet)

Course, including Self Check Assessment
Course-Based Resources (Job Aids, Glossary, Recommended Reading Lists)

Intranet or CD

Please contact us at inquiries@callcenterlearning.com

Platforms Supported

All Microsoft Windows operating systems are supported.
All Internet Explorer browsers are supported above version 4.0.
Only version 4.7 of the supported.
A sound card is required to hear audio.
Adobe Acrobat Reader plug in is required to view some Curriculum Resources.
Links to download Adobe Acrobat Reader and Centra client are provided in the eLearning System

Price: $175.00