Prime Call Center ABCs

Prime Call Center ABCs

The Prime Call Center ABCs curriculum teaches the underlying principles of call center operation from a front-line agent's unique perspective. It explains in clear, simple and effective language, key concepts such as stakeholder concerns, workforce management, performance measurement, agent occupancy, call routing and much more.

Buy now

Individual license, 3 months access

Curriculum Overview

The Prime Call Center ABCs curriculum teaches the underlying principles of call center operation from a front-line agent's unique perspective. It explains in clear, simple and effective language, key concepts such as stakeholder concerns, workforce management, performance measurement, agent occupancy, call routing and management technologies, staff scheduling and customer relationship management.

These courses have been created under an exclusive co-development license between The Call Center School, a call center consulting and education company based in Nashville, Tennessee, and PrimeLearning.

At a Glance

Certification: PDU Credits: 15 PDUs

Download: Curriculum Overview in PDF Format or Curriculum Synopsis in PDF Format

Prerequisites: None

Skill Level: All levels

Target Audience: Agents who need an understanding of the fundamental structures and relationships in the call center profession.

Courses

Here is a complete informational listing of the courses in the Prime Call Center ABCs curriculum.

Call Center Structure (CC0031)

Duration Course Description
2.5 hrs The Call Center Profession This course describes the functions, structure, and key players of a typical call center, and underscores the uniqueness of the profession.
2.5 hrs Customer Relationships This course defines the long-term value of a customer and illustrates how CRM (customer relationship management) principles are applied to recognize, prize, and respond preferentially to high-value customers.

Call Center Operations (CC0032)

Duration Course Description
3.5 hrs Workforce Management This course describes forecasting, scheduling, occupancy, and staffing principles, and explains their impact on the life of an agent and the success of a call center.
2 hrs Call Center Technologies This course shows how technology can lead to excellence in customer service, through call routing applications at the agent level, and performance management tools at managerial level.
2 hrs Performance Measurement This course describes how the manager must balance the sometimes conflicting interests of the center’s stakeholders. It also demonstrates how KPIs (key performance indicators) are applied to evaluate both agent and call center performance.

Key Features

  • 15 hours total learning
  • 5 Courses (12.5 hours), each including Self Check Assessment
  • Online Resources (2.5 hours) - Job Aids, Glossary, Recommended Reading Lists, Links
  • Personalized eLearning System account
  • PreAssessment (PrimePath)
  • Mastery Assessment
  • Client Administration
  • Online Mentoring
  • American English

System Requirements

Operating System

Microsoft Windows Microsoft Windows (98, 2000, XP, Vista, 7, 8, 8.1, 10)

Web Browser

Chrome Chrome
Internet Explorer Internet Explorer
Opera Opera

Other Requirements

  • Adobe Flash Player version 9 or higher is required
  • Adobe Reader plugin is required to view some curriculum Resources
  • A sound card with speakers or headphones are required to listen to audio

Get the latest version of Adobe Flash Player Get the latest version of Adobe Reader

PMI, PMP, CAPM, PMBOK Guide and the PMI Registered Education Provider logo are registered marks of the Project Management Institute, Inc.