The Call Centre Industry


Overview/Description
Target Audience
Expected Duration
Lesson Objectives
Course Number


Overview/Description
When people answer a phone and hear someone greeting them from the XYZ Organisation, 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 centre. In order to facilitate this examination, this course has been broken down into three parts: overview, call centre organisation, and call centre technology.

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

Expected Duration (hours)
2.5

Lesson Objectives

Call Centre Overview

  • recognise the benefits of understanding the purpose of a call centre.
  • match the type of call centre and its means of contact to examples.
  • arrange in sequence the benchmarks of the call centre industry.
  • classify different call centres based on their functions.

    • Call Centre Organisation

  • recognise the benefits of understanding the structure of a call centre.
  • match the type of call centre role to its responsibilities.
  • identify environmental factors in a call centre agent's work environment that impact productivity and job satisfaction.

    • Call Centre Technology

  • recognise the important role that technology plays within the call centre environment.
  • match call establishment technologies to examples of their use in a call centre.
  • choose the most appropriate emerging technology to aid customers.
  • match call management technologies to examples of their use in a call centre.

    • Course Number:
    CUST8111