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.

New to call centers? Not sure what you’ve gotten yourself into? Take time now to understand the unique operating principles of contact centers and you’ll be able to make better decisions for your center’s success.

You will learn about seven critical issues that contribute to call center success:

Three driving forces
There’s a direct link between resources and results
Service level and quality work hand-in-hand
When service level improves, “productivity” declines
You need more staff on schedule than on the phones
Staffing and telecommunications budgets must be integrated
The demands on call center agents are increasing

This seminar will help those in your organization – both inside and outside the call center – understand how and why the call center operates as it does.

Take this opportunity to educate yourself, your employees and peers on important call center fundamentals. They will walk away with increased knowledge of queuing theory, service level, forecasting the workload, scheduling and productivity in the call center. And the ability to better meet the needs of your customers.

Seminar Outline

The Call Center as Hub of Communication
Seven Critical Issues

Three driving forces
Random call arrival
The psychology of queues
The seven factors of caller tolerance
There’s a direct link between resources and results
Service level and quality work hand-in-hand
When service level improves, "productivity" declines
You need more staff on schedule than on the phones
Staffing and telecommunications budgets must be integrated
The demands on call center agents are increasing

Conclusion

Value added materials

Printable Slide Presentation
“How Incoming Call Centers Behave: Back to the Basics Part 1”
“How Incoming Call Centers Behave: Back to the Basics Part 2”
“How Incoming Call Centers Behave: Back to the Basics Part 3”

Who should attend?

This seminar is appropriate for new call center employees (including managers, supervisors, team leaders and frontline agents) and colleagues from other departments. The material in this seminar is at a basic level.

Pricing

Pricing is per computer connection, not per person. Many companies attend these sessions in conference rooms to allow as many participants as possible to attend at the same low price.

Date:	Price:
Live Seminar Recording	$299.00

Testimonials:

"We enjoyed this webinar and look forward to it being offered again. It was great information for all levels of staff attending. Very user friendly information and the handouts allow us to go back over the information to fully understand and utilize. Thank you!"

Kristine Cowan, Call Center Manager, Kitsap Credit Union

"Seminar leader was very thorough and clear, easy to follow and informative."

Joan Woll, Manager Finance, Pitney Bowes

“Well done! I thought it was applicable and well organized. Kept all the participants interested. It was nice to have the interaction via polled questions and opening the telephone lines.”

Karen N. Klein, Business Analyst, ICBC