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120 minutes
10 cases
Branching Storyline
Lecture 1/8: Create an Agent Profile
Sales

Call Centers for Managers

You will learn how to…
Choose the best candidate for a job
Onboard and motivate new employees
Evaluate your employees' performance
Set up and manage a call center
Business Case

What is this course about?

This interactive course focuses on the basics of call center management. You will understand what requirements call center employees should meet and how to use 4 step recruitment process to hire the right people. You will learn how to train and motivate call center agents. Thanks to the knowledge obtained you will be able to use 3 types of metrics to evaluate and improve your agents’ performance. You will also get tips on working with remote agents and complying with legal requirements.

Interactive exercises, downloadable materials (sample assessment table, training plan, etc.), case studies from Apple, Creative and Neckermann will help you apply new knowledge to your current work challenges. This is the second course in our Call Centers series. The first course, Call Centers for Agents, focuses on the basics of customer service for call center workers.

 

Who is this course for?

  • VPs of sales
  • Sales managers
  • Call center managers

Course Program

2
15:00
Hire Call Center Agents. Part 1
3
15:00
Hire Call Center Agents. Part 2
4
15:00
Train Your Agents
5
15:00
Motivate Your Team
6
15:00
Control Performance
7
15:00
Work with Remote Agents
8
15:00
Meet Legal Requirements
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