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Agent Courses | Supervisor/Manager Courses | About Us | Contact Us

The Agent's Essential Guide to Understanding Call Center Dynamics

Your frontline agents are critical to your center’s success. But few centers take the time to educate agents on why “doing the right things, at the right times” is so very important.

Do your agents know why they are so vital to your organization’s success?
Do they know about random call arrival and what it means to them?
Is adherence to schedule a problem in your call center?
Do they understand why their schedule may change more often than they'd like?
Do they view your monitoring program as a positive way to improve their skills?

This information-packed session will increase the commitment and motivation of your agents. They will learn about queues, customer expectations, the importance of quality call handling and the steps of the call center management planning process. They will discover three of the biggest ways they can positively impact service to customers and the work environment of their co-workers. Intended for agents and team leaders (not managers), this seminar will help them understand the power of their individual contribution to the call center, customers and their co-workers.

Seminar Outline

Introduction
The Dynamic Environment

Random call arrival
The psychology of queues
Seven factors of caller tolerance

Understanding Staffing and Scheduling

An overview of the planning & management process
Understanding service level
Collecting data
Forecasting
Calculating base staff
Scheduling

Maximizing Your Impact: Adherence to Schedule & Quality

Adherence to schedule
The relationship between service level and quality
Customer expectations

Who should attend?

This seminar is appropriate for all call center agents and team leaders, both new and experienced. The material in this seminar is at a basic level.

Date:	Price:
No course dates are scheduled at this time.	$245.00

Testimonials:

"Absolutely great information for agents and anyone working in the contact center. This is exactly what we needed; I looked around and saw prodigious note taking by agents and supervisors!"

David Thornton, Director, Customer Interaction Center, Teletech

"I felt the seminar was excellent, my reps truely learned a lot about how important each and everyone of them is to the success of the phone center as a whole."

Lisa Crocitto, Assistant Manager Telephone Service Center, Bethpage Federal Credit Union

"Overall, an excellent session and well worth the money spent. It gave my agents better perspective on the call center industry and demonstrated the key role they play in achieving our organizational goals. My staff walked away from this session 'pumped up.'"

Chris Ward, Information Center Manager, Hudson Valley Federal Credit Union