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Call Center Human Resource Management


Course Description:


- Hiring New Agents
- Training Agents
- Agent Compensation
- Call Center Communications
- Agent Satisfaction Measurement
- Agent Turnover
- Stress Management
- Reward, Recognition, Motivation
- Human Resource Solution Providers
- Conclusions
- Course takes about 3/3.5 hours
- At the end of each Module there is a quiz
- After completing all modules there is a final online test to pass the course


Click here to see Call Center FAQ

Module 1 Hiring New Agents


Module Objectives:


Hiring new agents for call center jobs, including the following learning objectives:
- How to develop an agent job description
- Where to find applicants in all the right places
- How to screen applicants to ensure a job aptitude fit
- How to test applicants for the specific skills needed to be a phone agent
- How to interview applicants to ensure they fit the company culture
- Conducting realistic job previews so the applicant understands the job of a phone agent
- How to do verification and reference checking on job applicants
- How to find and employ remote agents

Faculty Topic Description
Catherine Gilmore Job Description Catherine Gilmore examines the importance of a solid job description when hiring new agents.
Dr. Jon Anton Finding Applicants Dr. Jon will discuss finding and recruiting qualified applicants for your call center.
Dr. Jon Anton Screening Applicants Dr. Jon will examine best practices for screening applicants.
Dr. Jon Anton Testing Applicant Skills Dr. Jon will provide insight into testing the skills of call center applicants.
Dr. Jon Anton Interviewing Applicants Part 1 Dr. Jon discusses hiring new call center agents.
Dr. Jon Anton Interviewing Applicants Part 2 Dr. Jon discusses hiring new call center agents.
Dr. Jon Anton Realistic Job Preview Dr. Jon will teach what a realistic job preview entails.
Dr. Jon Anton Verification and Reference Checking Dr. Jon explains the key factors in verification and reference checking.
Dr. Jon Anton Remote Agents Dr. Jon explores the world of remote agents.

Module 2 Training Agents


Module Objectives:


Training telephone agents for call center jobs, including the following learnings:
- How to design a thorough training program
- How to evaluate the training program
- Understanding the importance of initial training
- How to use “nesting” training for agents that have finished the classroom phase of their training
- How to conduct on- going training of experienced agents
- Using computer- based training that encourages self- paced training
- How to develop a training program for small call centers

Faculty Topic Description
Dr. Rosanne D'Ausilio Training Design Dr. D'Ausilio discusses training design for training agents in human resource management
Dr. Rosanne D'Ausilio Training Evaluation Dr. D'Ausilio examines training evaluation for call center employees.
Dr. Jon Anton Initial Training Part 1 Dr. Jon discusses the initial training for call center agents.
Dr. Jon Anton Initial Training Part 2 Dr. Jon discusses the initial training for call center agents.
Catherine Gilmore Nesting Training Catherine Gilmore discusses key elements of nesting training.
Dr. Rosanne D'Ausilio On-going Training Dr. D'Ausilio discusses how to maintain on-going training in call centers.
Catherine Gilmore Computer Based Training Catherine Gilmore provides insight into computer based training for call centers.
Dr. Jon Anton Training in Small Call Centers Part 1 Dr. Jon explores training in a small call center setting.
Dr. Jon Anton Training in Small Call Centers Part 2 Dr. Jon explores training in a small call center setting.

Module 3 Agent Compensation


Module Objectives:


Developing an agent compensation package with the following learning objectives:
- How to establish the base compensation to be competitive
- How to include performance compensation that motivates
- Understanding the generational factors related to compensation
- Explore the results of compensation research
-

Faculty Topic Description
Dr. Jon Anton Base Compensation Dr. Jon talks about base compensation for call center employees.
Dr. Jon Anton Performance Compensation Part 1 Dr. Jon discusses performance based compensation for call center employees.
Dr. Jon Anton Performance Compensation Part 2 Dr. Jon discusses performance compensation part for call centers.
Dr. Jon Anton Generational Factors and Compensation Part 1 Dr. Jon explores generational factors and compensation for call center employees.
Dr. Jon Anton Generational Factors and Compensation Part 2 Dr. Jon explores generational factors and compensation for call center employees.
Dr. Jon Anton Compensation One-Minute Survey Dr. Jon examines the compensation one-minute survey for call center employees.

Module 4 Call Center Communications


Module Objectives:


Implementing a call center communications strategy with the following learning objectives:
- Understanding the use of informational display boards
- Encouraging upward and downward communications
- How to take advantage of the fact that every call has opportunities
- Understanding the art of managing and optimizing meetings

Faculty Topic Description
Dr. Jon Anton Display Boards Dr. Jon teaches about display boards for call center communications.
Dr. Jon Anton Upward Downward Communications Dr. Jon examines upward downward communications for call center communications.
Catherine Gilmore Every Call has Opportunities Catherine Gilmore discusses how every call has opportunities for call center communications.
Dr. Jon Anton Managing and Optimizing Meetings Dr. Jon discusses how to manage and optimize meetings for call center communications.

Module 5 Agent Satisfaction Measurement


Module Objectives:


Agent satisfaction measurement and feedback with the following learning objectives:
- Understanding the importance of measuring and acting on agent satisfaction
- Using agent satisfaction measurement to minimize agent turnover
- Determining agent needs through assessment and validation
- How to design an agent feedback survey
- How to field the agent feedback survey
- How to process the survey data
- How to select actionable change initiatives
- Understand the keys to a successful agent feedback assessment
- Determining the ROI regarding agent feedback analysis

Faculty Topic Description
Dr. Jon Anton Agent Satisfaction Part 1 Dr. Jon gives an overview of agent satisfaction measurement for call centers.
Dr. Jon Anton Agent Satisfaction Part 2 Dr. Jon gives an overview of agent satisfaction measurement for call centers.
Dr. Jon Anton Agent Satisfaction as Related to Agent Turnover Dr. Jon discusses agent satisfaction as related to agent turnover in call centers.
Dr. Jon Anton Agent Needs Assessment Dr. Jon examines agent needs assessment for call centers in the context of agent satisfaction measurement.
Dr. Jon Anton Designing the Survey Dr. Jon looks at designing the survey as it relates to agent satisfaction measurement.
Dr. Jon Anton Fielding the Survey Dr. Jon discusses how to field the survey to gauge agent satisfaction.
Dr. Jon Anton Processing the Survey Data Dr. Jon Anton discusses how to process the survey data for agent satisfaction measurement.
Dr. Jon Anton Picking Actionable Change Initiatives Dr. Jon discusses key criteria for picking actionable change initiatives in the context of agent satisfaction measurement.
Dr. Jon Anton Keys to a Successful Agent Feedback Dr. Jon discusses key components to a successful agent feedback as it relates to agent satisfaction measurement.
Dr. Jon Anton ROI Considerations Dr. Jon examines ROI considerations as related to agent satisfaction measurement in human resource management.

Module 6 Agent Turnover


Module Objectives:


Agent turnover management with the following learning objectives:
- Learn what is “really important” to agents
- Discover the top reasons for agent turnover
- Understand the best practices in reducing agent turnover
- How to conduct effective exit interviews
- How to estimate agent populations
- Discover the several types of agent turnover
- Learn how to calculate agent turnover
- How to calculate the actual cost of agent turnover

Faculty Topic Description
Dr. Jon Anton What's Really Important to Agents Dr. Jon examines what is important to agents in call centers in the context of agent turnover.
Dr. Jon Anton Top Reasons for Turnover Dr. Jon looks at the top reasons for agent turnover for human resource management.
Dr. Jon Anton Best Practices in Reducing Agent Turnover Dr. Jon reviews best practices for reducing agent turnover for call centers.
Catherine Gilmore Exit Interviews Catherine Gilmore discusses critical points for exit interviews in call centers.
Catherine Gilmore Estimating Agent Populations Catherine Gilmore looks at how to estimate agent populations as it relates to agent turnover.
Catherine Gilmore Calculating Agent Turnover Catherine Gilmore discusses the different types of agent turnover and how to calculate them
Catherine Gilmore Cost of Turnover Catherine Gilmore looks at the cost of turnover within the call center environment.

Module 7 Stress Management


Module Objectives:


Stress management in call centers with the following learning objectives:
- What is the nature of customer service today
- Learn how companies send mixed messages to customers
- Determine the impact of self service
- Understand the formula for successful stress management

Faculty Topic Description
Dr. Rosanne D'Ausilio State of Service Today Dr. D'Ausilio discusses the state of service today in the context of stress management for call centers.
Dr. Rosanne D'Ausilio Mixed Messages Dr. Ausilio examines mixed messages in the context of stress management for call centers.
Dr. Rosanne D'Ausilio Impact of Self Service Dr. D'Ausilio discusses the impact of self service in the context of stress management for call centers.
Dr. Rosanne D'Ausilio Formula for Success Dr. D'Ausilio examines the formula for success as it relates to stress management for call centers.

Module 8 Reward, Recognition, Motivation


Module Objectives:


Reward, recognition, and motivation management with the following learning objectives:
- How to instill a performance culture in the call center
- How to motivate the front line agents
- What are the best- in- class motivating techniques
- Learn about reward & recognition programs
- Determine what informal and formal programs work

Faculty Topic Description
Catherine Gilmore Instilling a Performance Culture Catherine Gilmore discusses key elements for instilling a performance culture in the context of reward, recognition, motivation.
Catherine Gilmore Motivating the Front Line Catherine Gilmore examines techniques for motivating the front line in your call center.
Catherine Gilmore Best-in-Class Motivating Techniques Catherine Gilmore discusses best-in-class motivating techniques in relation to reward, recognition, motivation.
Catherine Gilmore Reward and Recognition Catherine Gilmore examines reward and recognition in the call center environment.
Catherine Gilmore Informal and Formal Programs that Work Catherine Gilmore discusses informal and formal programs that work for reward, recognition, motivation in call centers.

Module 9 Human Resources Solution Providers


Module Objectives:


Learn about the solution providers for human resource management, and how they can help you.

Faculty Topic Description
Dr. Jon Anton Range of Solution Providers Dr. Jon discusses range of solution providers for call centers.
Catherine Gilmore Features and Functions Dr. Jon Anton explores the features and functions of human resource solution providers for call centers.

Module 10 Conclusions


Module Objectives:


This module concludes the human resource management course.

Faculty Topic Description
Catherine Gilmore Conclusions Catherine Gilmore concludes the Human Resource Management course.

Copyright 2010 CCCE  
The College of Call Center Excellence CCCE
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