PrimeCall Center ABCs

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1 PrimeLearning.com TM PrimeCall Center ABCs Fundamentals for Call Center Staff An elearning Curriculum Synopsis

2 PrimeCall Center TM ABCs Fundamentals for Call Center Staff - An elearning Curriculum Synopsis Executive Summary Call center agents are vital to the success of any center. Yet agents - will not commit to a profession they know little or nothing about! will not be motivated if they believe schedules are designed to make their working lives impossible! will not perform better if they think performance measurement in their center is unfair! Content Provided by THE CALL CeNTER SCHOOL custom learning solutions The PrimeCall Center ABCs curriculum teaches the rationale behind call center operations, so agents come to realize that management values its workforce and is committed to developing its staff knows how to forecast, schedule, and distribute the workload effectively measures performance fairly and rewards outstanding performance The 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. The curriculum is ideal for both new hire agent orientation and retraining of seasoned agents who may not have grasped the helicopter view of what a call center is all about. Through increased agent understanding, centers deploying this training should find rapid improvement in procedure compliance staff retention and employee motivation These courses have been created under an exclusive codevelopment license between The Call Center School, a call center consulting and education company based in Nashville,Tennessee, and PrimeLearning.com, a provider of elearning solutions for professionals in the workplace. Our Unique Approach At PrimeLearning.com, we strive to improve the skill level of individuals within your organization, as well as the business performance of your entire organization. This aim forms the foundation of our instructional design philosophy. Objectives are at the very core of all PrimeLearning.com courses. Each course topic focuses on the accomplishment of specific performance objectives and the development of valuable new skills. The PrimeCall Center ABCs curriculum is both practical and relevant, using examples and case studies to present real-world work situations. Content areas are comprehensive, and depth of coverage is an important characteristic of each course.

3 P r i m e L e a r n i n g. c o m Our PrimePath capability uses an initial learner assessment to recommend an individualized learning path based on demonstrated competencies. The mastery module provides the learner with measurable and documented evidence of improvement. PrimeLearning.com courses employ an unprecedented number and variety of interactions to stimulate learning. These interactions extend beyond simple knowledge recall to invoke high-level thinking and problem solving. Optional live virtual classes and collaborative events further enhance the total Internet-based learning experience. To facilitate continuous learning and performance improvement, course participants have convenient access to job and performance support aids that summarize key steps, processes, and guidelines. Resources such as Internet links, recommended reading lists, glossaries, and company-specific documents enable learners to tap into a continually updated archive of quick reference and on-the-job support materials. Workplace exercises enable learners to apply their new skills within their work environment. The PrimeCall Center ABCs curriculum provides valuable insights and best practices for both new hire and seasoned staff who want to understand better the fundamentals of the industry and of a call center operation. Examples of the types of professionals who can benefit are: Call Center Agents Call Center Training Staff Supervisors Help Desk Support Staff Team Leads QA Staff The PrimeCall Center ABCs courses leverage Internet technology to create an individualized and highly interactive learning environment. From presenting concepts, to detailing processes, to depicting relevant scenarios, to testing learner understanding, this entire curriculum engages professionals throughout. Each Internet-based course is broken down into multiple topics, enabling the learner to focus easily on areas where improved proficiency is required. Supplemental virtual classroom sessions can incorporate a live-instruction component, while job aids, workplace exercises, topical links and other resources further the learning experience. Curriculum Summary Five courses:the PrimeCall Center ABCs curriculum contains five courses grouped into two modules. Call Center Structures The Call Center Profession Customer Relationships Call Center Operations Workforce Management Call Center Technologies Performance Measurement

4 PrimeCall Center TM ABCs Fundamentals for Call Center Staff An elearning Curriculum Synopsis Call Center Structures (CC0031) Target Audience Duration Prerequisites Media It is vital for agents to understand their own call center, the business pressures it operates under, and how it meets the needs of its customers.this module reviews the call center profession as a whole, the typical structures of a center, along with the key players and stakeholders.the module s second course considers the impact of the current trend in customer service, CRM (customer relationship management). Agents who need an understanding of the fundamental structures and relationships in the call center profession. 3-4 hours of learner-directed elearning activities. 3-4 hours of learner-directed elearning activities None Internet Course Objectives Topics 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. Identify the communication channels used to perform the key functions of a call center. Depict a typical reporting structure of a call center. Identify the key factors that make a call center unique. What is a Call Center? Who Works in a Call Center? What Makes a Call Center Unique? 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. Recognize the value of each customer contact. Identify the implications of a CRM strategy. The Value of a Customer Contact Customer Relationship Management

5 P r i m e L e a r n i n g. c o m Call Center Operations (CC0032) PrimeLearning.com TM Target Audience Duration Prerequisites Media This module describes how the basic operational functions of forecasting, scheduling, and staffing are performed. A second course deals specifically with how technology can provide operational tools and applications beneficial to both management and agents. It is vital to measure and evaluate the performance of a call center and of the people who work in it. A third course considers the competing evaluating criteria of a center s stakeholders, before outlining key performance indicators for centers and for agents. Agents who want to progress to an understanding of call center operations, including workforce management, technological applications, and performance measurement for both agents and call centers. 6-7 hours of learner-directed elearning activities Completion of Module 1 of this curriculum Internet Course Objectives Topics 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. List the basic steps in the workforce management process. Identify the two stages in forecasting. Analyze the impact a change in staffing will have on speed of answer. Identify the factors that influence agent occupancy. Recognize the challenge of balancing scheduling efficiencies with individual agent preferences. What is Workforce Management? Forecasting the Workload Staffing for Speed Agent Occupancy Optimum Scheduling 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. Identify key technologies for call routing. Identify the key features of performance management tools. Call routing Technologies Performance Management Tools 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. Distinguish between the concerns of the customer, senior management, and the agent. List the key performance indicators that are used to evaluate the performance of a call center. List the key performance indicators that are used to evaluate the performance of a call center agent. Stakeholder Concerns Call Center Performance Agent Performance

6 For more information call (917) (US & Canada) call +353 (0) (International) visit Ireland Headquarters PrimeLearning Group Ltd Park House, Plassey Park Road National Technological Park Limerick Tel: +353 (0) Fax: +353 (0) PrimeLearning.com TM United States PrimeLearning Group Ltd 410 Park Avenue 15th Floor New York NY Tel: (917) Fax: (917) PrimeLearning.com, PrimeCall Center, and PrimePath are trademarks or registered trademarks of PrimeLearning Group, Ltd. Other trademarks or registered trademarks are the property of their respective companies PrimeLearning Group, Ltd