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E-Learning Course: PrimeCall Center™ ABCs
PrimeLearning.com
The PrimeCall Center™ ABCs curriculum teaches the underlying principles of call center operation from a front-line agents 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.
What you get:
- 15 hours eLearning
- 5 Courses (10 hours), each including Self Check Assessment
- On-line Resources (5 hours) - Job Aids, Glossary, Recommended Reading Lists, Web Links
- Personalized eLearning System account
- PreAssessment (PrimePath™)
- Mastery Assessment
- Search feature
- Access to Discussion Boards, Chats
- On-line Mentoring
Access codes are valid for 12 months from date of issue.
Target Audience: Agents who need an understanding of the fundamental structures and relationships in the call center profession.
Fundamentals for Call Center Staff - An eLearning Curriculum Synopsis
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!
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
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
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