Contact Centers have their own rules and principles. With our Effective Contact Center Management training, managers of the teams responsible to provide the best service to customers have the opportunity to learn the basic and essential rules and principles about Contact Center management and take an important step in their professional development.

MODULE 1Overview of Contact Centers

• Beginning and Development
• Terminology
• Definition of Contact Center and Contact Center Management
• The Importance of Contact Center
• Sectoral Information/Statistics
• Contact Center Profession
• Key Components

MODULE 2Essential Facts about Contact Centers

• Random Calls and Queue Psychology
• One-person Contact Center
• Basic Concepts and Definitions
• Contact Center Planning and its Importance
• Nine Planning Stages

MODULE 3Planning and Management Stages

• Service Level / Response Time
• Acquiring and Using Data
• Forecasting
• Workforce calculation methods
• Immutable Dynamics
• Additional Workforce Resource
• Shift Scheduling
• Costs

MODULE 4Real-Time Management

• Why is Real-Time Important?
• What is Real-Time Data?
• What Shall the Team Leaders Watch for: The criteria and Priorities to be Followed
• How to make and implement a real-time plan?