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
Including You Will Disassemble 10 cases
Eduson
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?
- Call center managers
- Sales managers
- VPs of sales
List of lectures
-
Create an Agent Profile
15 min -
Hire Call Center Agents. Part 1
15 min -
Hire Call Center Agents. Part 2
15 min -
Train Your Agents
15 min -
Motivate Your Team
15 min -
Control Performance
15 min -
Work with Remote Agents
15 min -
Meet Legal Requirements
15 min
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