The Call Center Industry

Overview/Description
Target Audience
Expected Duration
Lesson Objectives
Course Number

---

Overview/Description
When people pick up a phone and hear someone greeting them from the XYZ Company, they put little thought into the people, process, or technology behind the phone call. To them, the person on the phone is just a voice on the other end of the line. This course will examine all of the aspects of a call center. In order to facilitate this examination, this course has been broken down into three parts: overview, call center organization, and call center technology.

Target Audience
This course is targeted for new, front line agents at a call center.

Expected Duration (hours)
2.5

Lesson Objectives

Call Center Overview

recognize the benefits of understanding the purpose of a call center.

match the type of call center and its means of contact to examples.

sequence the benchmarks of the call center industry.

classify different call centers based on their functions.

Call Center Organization

recognize the benefits of understanding the structure of a call center.

match the type of call center role to its responsibilities.

identify environmental factors in a call center agent's work environment that impact productivity and job satisfaction.

Call Center Technology

recognize the important role that technology plays within the call center environment.

match call establishment technologies to examples of their use in a call center.

match call management technologies to examples of their use in a call center.

choose the most appropriate emerging technology to aid customers.

Course Number:
CUST0111