|
Here is a complete informational listing of the courses in the
PrimeCall Center™ ABCs curriculum
| Call
Center Structure (CC0031) |
|
Course |
Description
|
| 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. |
| 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) |
|
Course |
Description
|
| 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. |
|
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. |
| 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. |
| 
