Course Name

What Do Customer Service Agents Need to Know About the Call Center?

Contact Hours: 3

Course Description

This online course will introduce the essential skills and knowledge that enables an agent to be successful and effective in their role handling calls in the call center. The focus is on the fundamentals of how the call center functions and not on the “soft skills.” This course will help the agent understand the importance of accurate call forecasting and call management in order to provide world-class service levels to customers. They will be given an overview of how call centers are staffed to insure that agents are available when customers call. They will learn about key call center measures and how their performance on-the-job impacts these critical measures. Learning these fundamentals will enable students to understand their role and why they are asked to do what they are asked to do. Students can take the learning from this course and apply it back on-the-job to achieve personal success in the Call Center environment. 1 year free access post course completion.

Outcome

After students complete this course they will be able to identify and/or demonstrate an understanding of the following: • Describe what call centers do • Define how customers reach the call center • Explain some typical call center terms • Define terms Service level and Response Time • List the 5 steps in the forecasting and staffing process • Identify Key Performance Metrics used in the call center

Assessment

At the end of this course you will complete a timed quiz consisting of multiple choice questions. You will be graded on the weight of each question and on the accurate answer of each question. A total score of 85% is required for a passing grade.

Outline

This course consists of three modules. What you will learn: Module A What is a Call Center? After you complete this module, you will be able to: •Give a definition of a Call Center •Identify customer access channels • Identify the most important function of the call center • And Identify the call center agent’s role in the call center Module B How Can You Impact Calls and the Customer Experience? After you complete this module, you will be able to: •Define basic call center terms •Define Service Level and Response Time •Understand the basics of forecasting •Learn the fundamentals of staffing and scheduling •Recognize the impact of adherence •Examine performance criteria and what should be measured and why Module C What Else Do You Need to Know? After you complete this module, you will be able to: • Recognize diversity in the Call Center • Support and comply with Call Center laws, regulations, policies and procedures • Describe the role of technology in the Call Center • Have a working knowledge of the basic telephony used in Call Centers