The Inbound Call Centre


Overview/Description
Target Audience
Expected Duration
Lesson Objectives
Course Number


Overview/Description
Inbound call centre managers of this century will face many of the same challenges that their counterparts faced in the 20th century. The emphasis will still be on the acquisition and development of cost-effective methods to provide customers with the service they demand. By ensuring that you have a good knowledge base of the inbound call centre industry, you are establishing a solid framework for success. This course will help you to identify customer care benefits that are the result of key events in the history of call centre technology. You will recognise the effect of environmental factors on productivity, you will apply the processes to turn the phone answering service into a business centre. You will also understand the value of working with the rest of the organisation and employ methods to give customers the service they want. Becoming a successful call centre manager is not an easy task.

Target Audience
This series is targeted specifically at call centre managers, but would also be a valuable asset for call centre executives and supervisors.

Expected Duration (hours)
2.5

Lesson Objectives

The Inbound Call Centre: A Historical Overview

  • identify the benefits of understanding how call centre customer service has been improved by technological advancements over the past century.
  • match each major inbound call centre development between 1867 and the early 1920s with an example of its effect on customer service.
  • match each major inbound call centre development during the 1960s and 1970s with an example of its effect on customer service.
  • match each major inbound call centre development in the 1980s and 1990s with an example of its effect on customer service.

    • Today's Inbound Call Centre

  • recognise the importance of understanding how today's inbound call centre, as a business centre, is linked to the entire organisation.
  • identify the responsibilities of the call centre manager during the transition from a call centre to a business centre.
  • identify the reasons for linking the centre to the specified departments (Marketing, Accounts Payable and Receivable, Human Resources).

    • The Inbound Call Centre Environment

  • recognise the benefits of being aware of organisational, physical and ergonomic factors in a call centre environment.
  • match the call centre employees with their corresponding tasks described in a given scenario.
  • identify the physical aspects to be considered in an inbound call centre environment.
  • identify ergonomic solutions to inbound call centre problems.

    • Inbound Call Centres: Taking Care of Customers

  • identify the value of understanding how to provide an ideal customer care environment.
  • identify what an inbound call centre customer wants.
  • identify how a call centre manager can empower representatives to provide personalised customer service.
  • identify ways to acquire and retain inbound call centre customers in a given a scenario.

    • Course Number:
    CUST8211