Classroom and On Site Manager Training
Course Description

Module: Human Resource Management
1. Hiring New Agents
  1. Job description
  2. Finding applicants
  3. Screening applicants
  4. Testing applicant skills
  5. Interviewing applicants
  6. Realistic job preview
  7. Verification and reference checking
  8. Remote agents
2. Training Agents
  1. Training design
  2. Training evaluation
  3. Initial training
  4. Nesting training
  5. On-going training
  6. Computer based training
  7. Training in small call centers
3. Agent Compensation
  1. Base compensation
  2. Performance compensation
  3. Generational factors and compensation
  4. Compensation one-minute survey
  5. Flexible spending accounts
4. Call Center Communications
  1. Display boards
  2. Upward downward communications
  3. Every call has opportunities
  4. Managing and optimizing meetings
5. Agent Satisfaction Measurement
  1. Agent Satisfaction
  2. Agent satisfaction as related to agent turnover
  3. Agent needs assessment
  4. Designing the survey
  5. Fielding the survey
  6. Processing the survey data
  7. Picking actionable change initiatives
  8. Keys to a successful Agent Feedback
  9. ROI Considerations
6. Agent Turnover
  1. What's "really important" to agents
  2. Top reasons for turnover
  3. Best practices in reducing agent turnover
  4. Exit interviews
  5. Estimating agent populations
  6. Types of turnover
  7. Calculating agent turnover
  8. Cost of turnover
7. Stress Management
  1. State of service today
  2. Mixed messages
  3. Impact of self service
  4. Formula for success
8. Reward, Recognition, Motivation
  1. Instilling a performance culture
  2. Motivating the front line
  3. Best-in-Class motivating techniques
  4. Reward & recognition
  5. Informal and formal programs that work
9. Human Resources Solution Providers
  1. Range of solution providers
  2. Features and functions
10. Conclusions
Module: Organizational Leadership
1. Strategy Alignment
  1. Understanding the corporate business model
  2. Understanding the importance of customer recognition
2. Strategic Goal Setting
  1. Strategy setting for the call center
  2. Where do we want to be five years from now
3. Leadership Styles, Approaches, and Assessment
  1. Leadership styles
  2. Leadership roles and approaches
  3. Assessing your leadership style
4. Organization Design
  1. Organizational design criteria
  2. Understanding people, process, and technology
5. Change Management
  1. Understanding the corporate culture
  2. Coping with group behavior
  3. Integrating with individual behavior
  4. Moving the people from the comfort of the status quo
6. Leadership Solution Providers
  1. Range of solution providers
  2. Features and functions
7. Conclusions
Module: Call Quality Monitoring and Coaching
1. Introduction to Call Monitoring and Coaching
  1. Introduction to call quality assurance
  2. Impact of call handling on company image
  3. Importance of superior service on customer-perceived value
  4. Hierarchy of caller needs
  5. Results from a one-minute survey
2. Call Recording
  1. Recording alternatives
  2. When to record calls
  3. Which calls to record
  4. How long to save recorded calls
3. Call Monitoring, Scoring and Evaluating
  1. Introduction to call monitoring
  2. Classic methods of call monitoring
  3. Why the current methods are not optimal
  4. The components of call monitoring
4. Agent Coaching
  1. The art of agent coaching
  2. Who should coach agents
  3. How often do agents need to be coached
  4. What is the best way to coach agents
  5. Can the caller possibly coach the agent
5. The Emerging Model
  1. Listening to the voice of the customer
  2. Agent performance at a new level
  3. Performance compensation to ensure goal achievement
6. Call Evaluation Outsourcing
  1. What does it mean to outsource your call monitoring activities?
  2. Can you improve the number of calls monitored by outsourcing?
  3. Why outsource call monitoring?
  4. An example of an outsourced call monitoring
7. ROI Considerations
  1. Savings in caller monitored calls
  2. Savings in outsourced partner monitored calls
  3. What the major financial gatekeepers require
8. Quality Monitoring Solution Providers
  1. Range of solution providers
  2. Features and functions
9. Conclusions
Module: Caller Satisfaction Measurement
1. Introduction
  1. Defining caller satisfaction
  2. Survey design and fielding
  3. Listening to the voice of the customer
2. Survey Design
  1. Determining which customers to survey
  2. Determining which questions should be asked
  3. Determining the appropriate length of the survey
  4. Determining which attributes should be measured
  5. Determining sample size
3. Survey Fielding Data Collection Methods
  1. Focus groups
  2. Customer advisory panels
  3. Critical incident testing
  4. Outbound telephone calls surveys
  5. Inbound telephone calls surveys
  6. Post-call IVR surveys
  7. E-mail surveys
  8. Snail mail surveys
4. Survey Analysis
  1. Statistical routines
  2. Mining the caller feedback data
  3. Managing the persistent complainer
5. Change Initiative Execution
  1. Determining the voice of the customer
  2. Driving customer wants back into the organization
6. Driving Change Throughout Organization
  1. People prefer the comfortable status quo
  2. People must understand the reason for change
  3. Setting performance goals through caller feedback
7. Most Caller Satisfaction Programs Don't Have an Impact
  1. Most stop after the fielding
  2. Reporting makes the difference
  3. Results must be actionable
8. Quantifying the Value of Customer Satisfaction
  1. Customer life-time value (CLV)
  2. Calculating CLV
  3. Managing customer value
9. ROI approaches for Customer Satisfaction Initiatives
  1. How to approach ROI in C-sat initiatives
  2. Soft numbers versus hard numbers
10. Caller Satisfaction Solution Providers
  1. Range of solution providers
  2. Features and functions
11. Conclusions
Module: Knowledge Management
1. Introduction to Knowledge Management
  1. What it considered knowledge for agents
  2. What is considered knowledge for callers
2. Determine Desktop Information Requirements
  1. Information needed in hard-copy
  2. Information needed electronically
3. Liaison with IT to Provide Information
  1. Writing a functional specification
  2. Communicating your needs to the IT department
4. Types of Information Needed
  1. Product information
  2. Customer information
5. Use of Information Technology
  1. Knowledge management systems
  2. Computer telephony integration
  3. Middleware
  4. Knowledge management solution suppliers
6. Knowledge Management Solution Providers
  1. Range of solution providers
  2. Features and functions
7. Conclusions
Module: Workforce Management
1. Resource Planning
  1. Forecasting fundamentals
  2. Advance forecasting
  3. Capacity planning fundamentals
  4. Advanced capacity planning
2. 1. Scheduling defined
  2. Documenting staff special skills
  3. Producing the daily schedule
  4. Scheduling shrinkage
  5. Scheduling options
3. Intraday Adjustments
  1. Intraday forcatsing
  2. Crisis and absentee planning
  3. Intraday adjustment essentials
4. Working the Control Tower
  1. Managing forecast call volumes to actual
  2. Sample workforce management reports
5. Analytics and Metrics to Manage Optimizing
  1. From raw data to management information
  2. Data analytics
6. Organization of the workforce management team
  1. Workforce management organization
  2. Typical control tower organizational structure
7. Workforce management software tools
  1. Key workforce management metrics and goals
  2. Workforce management tools
  3. Range of solution providers
Module: Call Center IT Management
1. Call Center Architecture
  1. Physical architecture
  2. Data architecture
  3. Logical architecture
  4. Future architecture
2. Agent Desktop
  1. Desktop technology
  2. Desktop control features
  3. Customer information files
3. Automatic call distribution
  1. Introduction to automatic call distribution
  2. Call routing business rules
  3. Call management systems
  4. ACD display boards
4. Telecommunications
  1. Introduction to telecommunications
  2. Policy and payoff
  3. Technologies that improve caller satisfaction
5. Network technology
  1. Call routing
  2. Disaster recovery
  3. Network security
  4. Call optimization
6. CRM implementation
  1. Introduction to CRM
  2. Customer lifetime value
  3. CRM key performance indicators
  4. System integration pitfalls
7. Real-time expert hub for Agents
  1. What is a real-time expert hu
  2. How should an expert hub be staffed
  3. What are the by-products of having an expert hub
8. Virtual call centers
  1. Introduction to "virtual"
  2. Intelligent virtual call management
  3. IP call center topology
  4. Virtual call centers (inbound and outbound)
9. Voice over Internet Protocol (VoIP)
  1. Introduction to a new technology for call centers
  2. Best practices for IP network convergence
  3. VoIP network implementation strategy
  4. Web-assisted self-service through "click to talk"
10. How to build a business case for technology investments
  1. Business case background
  2. Example case studies missing
11. Using outsourcing partners
  1. How to decide whether to outsource
  2. How to decide which calls to outsource
  3. How to manage your outsource partner
12. Agent headset management
  1. Centralized accountability of headsets
  2. Headset selection process
  3. Agent training in usage, care, and hygiene
  4. Budgeting for purchase and repair
  5. Theft deterrence
  6. Headset research
13. Information Technology Solution Providers
  1. Range of solution providers
  2. Features and functions
14. Conclusions
Module: Analytics and Reporting
1. Introduction to analytic tools
  1. What Should Companies Measure
  2. What is the Problem with Numbers
  3. Best Practices in Analytics and Reporting
2. Designing Effective Reports
  1. Determine the Report Audience
  2. Determine the Information Needs
  3. Common Report Types
3. Corporate Information Needs
  1. From Data to Knowledge
  2. Decision Maker's Needs
4. Types of Reports
  1. Common Types of Reports
  2. Frequency Reports
  3. Cross-Tabulation Reports
  4. Pareto Diagram Explained
  5. Exception Reports
  6. Verbatim Reports
  7. Data Mapping Reports
  8. Ad Hoc Reports
5. Collecting Key Customer Data
  1. Types of Data to Collect
  2. Data Collection Vehicles
  3. Categorizing and Coding Data
6. Managing by the Numbers
  1. Why do Managers Measure?
  2. What Should Managers Measure?
  3. From Data to Data Analytics to Action
7. Customer-Driven Change
  1. Continuous Customer Feedback
  2. Actionable Customer Feedback
  3. Examples of Customer-Driven Change
8. Call Center Performance Evaluation
  1. Metrics Old and New
  2. Metrics for the New Frontier
  3. Metrics Matching
  4. Your Ultimate Report Card
  5. Now Let's Talk About Numbers
9. Conclusions
  1. Customer Loyalty
Module: Caller Self-Service
1. Introduction to Caller Self-Service
  1. What is caller self-service?
  2. Business imperatives impacting self-service
  3. Caller self-service challenges
  4. Minimizing "opt-outs"
  5. Research the Caller
2. Giving Callers Channel Alternatives
  1. How to migrate to other channel
  2. Customer choice – a case study
3. IVR Self-Service Technologies
4. Conducting a self-service pilot
5. Voice response optimization
  1. Evaluating scripts
  2. Key performance indicators
6. Impact of calls on brand image
7. Feeling the pain – making it personal
8. Caller self-service value proposition
9. Conclusions
Module: Performance Benchmarking
1. Introduction to Benchmarking
  1. Benchmarking defined
  2. A snapshot of BenchmarkPortal(BMP)
  3. Benchmarking for profits
2. Call Center Benchmark Metrics
  1. What metrics to compare
  2. Collecting performance metrics
3. Performance Gap Analysis
  1. Driving gaps into improvement initiatives
  2. Determining broken processe
  3. Investigating how each process is broken
4. Implementing Improvement Initiatives
  1. Implementing improvement initiatives
  2. Re-benchmarking to assess improvement
  3. Benchmarking and the bottom line
5. Call Center Certification
6. Call center benchmarking solution providers
  1. Range of solutions providers
  2. Features and functions
7. Conclusion

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Classroom and On Site Manager TrainingCourse Description

Classroom and On Site Manager Training
Course Description