What Agents need to know about CallCenter Dynamics

www.callcenter-university.com



What Agents need to know about CallCenter Dynamics



Author: ICMI, Annapolis/USA



Target Audience:



CallCenter Agents, CallCenter Managers and CallCenter Reps who want to understand the dynamics of Call- and CRM-Center.

Course objectives:



Do your agents know why they are so vital to your organization’s success? Do they know about random call arrival and what it means to them? Is adherence to schedule a problem in your call center? This e-learning course will increase the commitment and motivation of your agents. They will learn about queues, customer expectations and the steps of the call center management planning process. Intended for agents, this course will help them understand the power of their individual contribution to the call center.



Your agents learn more about:



The importance of adherence to schedule The impact of quality call handling How service level is measured How they can help lower occupancy The three driving forces of call centers The challenges of scheduling Customer expectations What makes their profession so unique That they make a difference!



Benefits of the course: e-Learning that will teach your front-line agents about the customer´s expectations and the importance of each agent´s job. Agent´s will learn more about the dynamic in callcenter and how they function.



Language: English or German



Registration and Information at: info@callcenter-university.com



www.callcenter-university.com



What Agents need to know about CallCenter Dynamics



Easy to register! Easy to use!



Each course participant receives their own username and password to logon to www.callcenter-university.com to complete the course. Training can be managed in solid blocks of time, or as well as call volume permits. Course participants learn at their own pace. A learn history helps you control your learning. It´s easy to set up and easy to use.

How you learn at CallCenter University



Graphics, texts, video and sound stimulate the learning content. Video and audio text can be displayed if your computer lacks a sound card. Exercises and Quizzes reinforce the content and course participants can control their learning success. In many courses you have the opportunity to print out pdf files, to be able to work offline. The courses at CallCenter University are interactive. A communication module – chatroom, bulletin board and e-mail system – facilitates the communication between the individual course participants and with the tutor.

How long does the course take?



The entire course takes about 2 hours. The course is split up in 4 different training segments, each one of them takes about approximately 30 minutes. The course is available for a maximum of 4 weeks upon receiving the username and password.

How much does it cost?



The startup package, which includes 10 licenses, costs 590,-- €. Each licenses valids 1 password for only one user. Each additional password/user costs:

11–50 passwords 51-100 passwords as of 101 passwords *Prices incl. tax. 59,-- €/user* 55,-- €/user* 50,-- €/user*



At the end of the course participants receive a certificate. Only one agent is allowed per password. Company licenses: on demand



Computer Requirements: Internet Connection: minimum 56 kB. Modem, recommended ISDN or DSL. Internet Browser: Internet Explorer 5.0. or higher/Netscape 4.7 or higher. The browser will use standard JavaApplets, JavaScript and frames. Plug-in´s (Quicktime, Flash, Acrobat Reader) are free for download in the Internet. Sound Card and Sound Speakers (Optional) are required for the audio and video.

We offer managers to test a course for one for free! Registration and Information at: info@callcenter-university.com