Program Schedule

Introduction to the Call Center

• What is a Call Center?
• The Evolution of the Call Center
• What Makes a Good (& Bad) Call Center (Team Exercise)
• What Does the Future Hold?

The Call Center Business Model

• Understanding the Call Center Business Model
• The Importance of a Mission & Vision
• Business Goals & Objectives
• Call Center Performance Drivers
• Call Center Business Practices
• Reporting: Providing Feedback

The Call Center Team

• Designing an Organizational Chart
• Key Roles and Responsibilities
• Creating and Managing Culture

Understanding the Concepts

• Review of the Call Center Business Model
• Key Call Center Definitions and Concepts
• Call Center Jeopardy (Team Exercise)
• Introduction to Call Center Analysis
• Analyzing the Appropriate Objectives
• Performance Drivers: Managing the Results

Applying the Concepts

• The Call Center Budget Model
• What if Analysis (Team Exercise)
• Affecting the Performance Drivers (Team Exercise)
• Call Center Budget Exercise (Team Exercise)

Part 1: Hiring, Setting Expectations & Training

• The Key Components of Optimal Performance
• The Quick Answer Process: An overview
• Step 1: Hire the Right People: Recruiting and Testing
• Step 2: Tell Them What to Do and Why: Setting Expectations·
• Step 3: Show them how to do it…Training and Coaching

Part 2: Feedback & Support

• Step 4: Give Them Feedback on Performance
• Understanding the Methods of Feedback
• Using Control Charts and Run Charts
• Following a Feedback-Providing Plan
• One-on-One Feedback
• Using Progressive Discipline
• Defining Various Feedback Roles
• Step 5: Support Them! Removing the Obstacles

Skills, Techniques, Strategies & Tools

• "The Golden Rule" of Call Handling
• Dealing with Difficult Situations
• Handling Customer Concerns: Feel, Felt, Found
• Maintaining Control of the Call
• The Call Strategy: Keeping Calls on Track
• Creating Call Guides

Handling Sales Calls

• Understanding The Key Ingredients to Call Center Selling
• Developing a Good Rapport
• Creating a Valuable Offering
• Handling Objections

• Certification Exam (2.5 hours)