Call Center Management
About Call Center Management
Call
centre management is the way in which organisations manage the daily
operations of the call centre, including forecasting, scheduling,
employee training, reporting and all customer interactions.
A
call center (sometimes called a contact center) is a department, office,
or team that handles incoming telephone calls from new and existing
customers looking for answers to their questions or solutions to their
problems.
Why is Call Center Management important?
The benefits of a Call Center Management includes
• Increased Customer Satisfaction.
• Improved Call Quality.
• Consistent Service.
• Reduced Costs.
• Improved Interdepartmental Communication.
• Streamlined Software Integration.
• Easier Access to Service Data.
Who should take the Call Center Management Exam?
• Call Center professionals
• Call Center owners
• Entrepreneurs or Innovators
• Anyone who wants to assess their call center management skills
• Call Center managers and senior executives
• Call center management consultants
• Anyone interested in call center management
Call Center Management Certification Course Outline
1. Call Center Management Basics
2. Stakeholder Management
3. Channel Strategy
4. Channel Technology
5. Customer Insights and Mapping
6. Operational Excellence
7. ACD, IVR, Work Force Management (WFM)
8. Quality Management
9. Experience Management (XM)
10. Customer Relationship Management (CRM)
11. Response Management (Email, Social Media, AI, Bots)
12. KPIs (Key Performance Indicators)
13. Leadership