Course Outline
Course Agenda:
- 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
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
Job Description
Faculty: Catherine Gilmore
Catherine Gilmore examines the importance of a solid job description when hiring new agents.
Finding Applicants
Faculty:Dr. Jon Anton
Dr. Jon will discuss finding and recruiting qualified applicants for your call center.
Screening Applicants
Faculty:Dr. Jon Anton
Dr. Jon will examine best practices for screening applicants.
Testing Applicant Skills
Faculty:Dr. Jon Anton
Dr. Jon will provide insight into testing the skills of call center applicants.
Interviewing Applicants Part 1
Faculty:Dr. Jon Anton
Dr. Jon discusses hiring new call center agents.
Interviewing Applicants Part 2
Faculty:Dr. Jon Anton
Dr. Jon discusses hiring new call center agents.
Realistic Job Preview
Faculty:Dr. Jon Anton
Dr. Jon will teach what a realistic job preview entails.
Verification and Reference Checking
Faculty:Dr. Jon Anton
Dr. Jon explains the key factors in verification and reference checking.
Remote Agents
Faculty:Dr. Jon Anton
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
Training Design
Faculty:Dr. Rosanne D'Ausilio
Dr. D'Ausilio discusses training design for training agents in human resource management
Training Evaluation
Faculty:Dr. Rosanne D'Ausilio
Dr. D'Ausilio examines training evaluation for call center employees.
Initial Training Part 1
Faculty:Dr. Jon Anton
Dr. Jon discusses the initial training for call center agents.
Initial Training Part 2
Faculty:Dr. Jon Anton
Dr. Jon discusses the initial training for call center agents.
Nesting Training
Faculty: Catherine Gilmore
Catherine Gilmore discusses key elements of nesting training.
On-going Training
Faculty:Dr. Rosanne D'Ausilio
Dr. D'Ausilio discusses how to maintain on-going training in call centers.
Computer Based Training
Faculty: Catherine Gilmore
Catherine Gilmore provides insight into computer based training for call centers.
Training in Small Call Centers Part 1
Faculty:Dr. Jon Anton
Dr. Jon explores training in a small call center setting.
Training in Small Call Centers Part 2
Faculty:Dr. Jon Anton
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
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Base Compensation
Faculty:Dr. Jon Anton
Dr. Jon talks about base compensation for call center employees.
Performance Compensation Part 1
Faculty:Dr. Jon Anton
Dr. Jon discusses performance based compensation for call center employees.
Performance Compensation Part 2
Faculty:Dr. Jon Anton
Dr. Jon discusses performance compensation part for call centers.
Generational Factors and Compensation Part 1
Faculty:Dr. Jon Anton
Dr. Jon explores generational factors and compensation for call center employees.
Generational Factors and Compensation Part 2
Faculty:Dr. Jon Anton
Dr. Jon explores generational factors and compensation for call center employees.
Compensation One-Minute Survey
Faculty:Dr. Jon Anton
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
Display Boards
Faculty:Dr. Jon Anton
Dr. Jon teaches about display boards for call center communications.
Upward Downward Communications
Faculty:Dr. Jon Anton
Dr. Jon examines upward downward communications for call center communications.
Every Call has Opportunities
Faculty: Catherine Gilmore
Catherine Gilmore discusses how every call has opportunities for call center communications.
Managing and Optimizing Meetings
Faculty:Dr. Jon Anton
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
Agent Satisfaction Part 1
Faculty:Dr. Jon Anton
Dr. Jon gives an overview of agent satisfaction measurement for call centers.
Agent Satisfaction Part 2
Faculty:Dr. Jon Anton
Dr. Jon gives an overview of agent satisfaction measurement for call centers.
Agent Satisfaction as Related to Agent Turnover
Faculty:Dr. Jon Anton
Dr. Jon discusses agent satisfaction as related to agent turnover in call centers.
Agent Needs Assessment
Faculty:Dr. Jon Anton
Dr. Jon examines agent needs assessment for call centers in the context of agent satisfaction measurement.
Designing the Survey
Faculty:Dr. Jon Anton
Dr. Jon looks at designing the survey as it relates to agent satisfaction measurement.
Fielding the Survey
Faculty:Dr. Jon Anton
Dr. Jon discusses how to field the survey to gauge agent satisfaction.
Processing the Survey Data
Faculty:Dr. Jon Anton
Dr. Jon Anton discusses how to process the survey data for agent satisfaction measurement.
Picking Actionable Change Initiatives
Faculty:Dr. Jon Anton
Dr. Jon discusses key criteria for picking actionable change initiatives in the context of agent satisfaction measurement.
Keys to a Successful Agent Feedback
Faculty:Dr. Jon Anton
Dr. Jon discusses key components to a successful agent feedback as it relates to agent satisfaction measurement.
ROI Considerations
Faculty:Dr. Jon Anton
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
What's Really Important to Agents
Faculty:Dr. Jon Anton
Dr. Jon examines what is important to agents in call centers in the context of agent turnover.
Top Reasons for Turnover
Faculty:Dr. Jon Anton
Dr. Jon looks at the top reasons for agent turnover for human resource management.
Best Practices in Reducing Agent Turnover
Faculty:Dr. Jon Anton
Dr. Jon reviews best practices for reducing agent turnover for call centers.
Exit Interviews
Faculty: Catherine Gilmore
Catherine Gilmore discusses critical points for exit interviews in call centers.
Estimating Agent Populations
Faculty: Catherine Gilmore
Catherine Gilmore looks at how to estimate agent populations as it relates to agent turnover.
Calculating Agent Turnover
Faculty: Catherine Gilmore
Catherine Gilmore discusses the different types of agent turnover and how to calculate them
Cost of Turnover
Faculty: Catherine Gilmore
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
State of Service Today
Faculty:Dr. Rosanne D'Ausilio
Dr. D'Ausilio discusses the state of service today in the context of stress management for call centers.
Mixed Messages
Faculty:Dr. Rosanne D'Ausilio
Dr. Ausilio examines mixed messages in the context of stress management for call centers.
Impact of Self Service
Faculty:Dr. Rosanne D'Ausilio
Dr. D'Ausilio discusses the impact of self service in the context of stress management for call centers.
Formula for Success
Faculty:Dr. Rosanne D'Ausilio
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
Instilling a Performance Culture
Faculty: Catherine Gilmore
Catherine Gilmore discusses key elements for instilling a performance culture in the context of reward, recognition, motivation.
Motivating the Front Line
Faculty: Catherine Gilmore
Catherine Gilmore examines techniques for motivating the front line in your call center.
Best-in-Class Motivating Techniques
Faculty: Catherine Gilmore
Catherine Gilmore discusses best-in-class motivating techniques in relation to reward, recognition, motivation.
Reward and Recognition
Faculty: Catherine Gilmore
Catherine Gilmore examines reward and recognition in the call center environment.
Informal and Formal Programs that Work
Faculty: Catherine Gilmore
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.
Range of Solution Providers
Faculty:Dr. Jon Anton
Dr. Jon discusses range of solution providers for call centers.
Features and Functions
Faculty: Catherine Gilmore
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.
Conclusions
Faculty: Catherine Gilmore
Catherine Gilmore concludes the Human Resource Management course.
