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PrimeCall Center™ ABCs

PrimeCustomer Care™
PrimeContact Center™ Agent
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Curriculum Overview
The PrimeCall 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.

Content Alliance
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.com™.

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

Certification
PDU Credits: 15 PDUs

Prerequisites
None

Skill Level
All levels

Courses
Description	Course	Duration
Recognize the functions, structure and key players of a typical call center, and the uniqueness of the profession	The Call Center Profession	1.5 hrs
Use Key Performance Indicators to balance the sometimes conflicting interests of the center's stakeholders	Customer Relationships	2 hrs
Appreciate how forecasting, scheduling, occupancy and staffing principles can impact on the life of an agent and the success of a call center	Workforce Management	3.5 hrs
Use technology to bring about excellence in customer service, through call routing applications at the agent level and performance management tools at managerial level	Call Center Technologies	1.5 hr
Define the long-term value of a customer and apply CRM (Customer Relationship Management) principles to recognize, prize and respond preferentially to high-value customers	Performance Measurement	1.5 hr

More Information?
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Deployment Options

eLearning System curriculum (Internet)
• 15 hours eLearning
• 5 Courses (10 hours), each including Self Check Assessment
• On-line Resources (5 hours) - Job Aids, Glossary, Exercises, Recommended Reading Lists, Web Links, Games
• Personalized eLearning System account
• PreAssessment (PrimePath™)
• Mastery Assessment
• Client Administration functionality
• Search feature
• Access to PrimeLearning-run Discussion Boards, Chats
• On-line Mentoring

Individual courses (Internet)
• Course, including Self Check Assessment
• Course-Based Resources (Job Aids, Glossary, Recommended Reading Lists)

Intranet or CD
• Please contact us at info@primelearning.com

Platforms Supported

All Microsoft Windows operating systems are supported.
All Internet Explorer browsers are supported above version 4.0.
Only version 4.7 of the Netscape browser is supported.
A sound card is required to hear audio.
Adobe Acrobat Reader plugin is required to view some Curriculum Resources.
To participate in the Virtual Classes, or play back the archived classes then the Centra client software is required.
Links to download Adobe Acrobat Reader and Centra client are provided in the eLearning System.

Language Options
American English

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or email: info@primelearning.com