Redesign and manage call center

Redesign and manage call center, available at $44.99, has an average rating of 3.55, with 12 lectures, 3 quizzes, based on 14 reviews, and has 29 subscribers.

You will learn about Redesign call center according changing customer expectations, manage call center (contact center) Increase customer satisfaction, and decrease cost of operation by call centers How to increase first call resolution, and average handling time. How to increase call center effieceny This course is ideal for individuals who are Candidates for call center supervisors, or Executive managers who has responsibility for call center services or Call center managers, team leaders, supervisors or Marketing specialists or Quality managers or service managers It is particularly useful for Candidates for call center supervisors, or Executive managers who has responsibility for call center services or Call center managers, team leaders, supervisors or Marketing specialists or Quality managers or service managers.

Enroll now: Redesign and manage call center

Summary

Title: Redesign and manage call center

Price: $44.99

Average Rating: 3.55

Number of Lectures: 12

Number of Quizzes: 3

Number of Published Lectures: 12

Number of Published Quizzes: 3

Number of Curriculum Items: 15

Number of Published Curriculum Objects: 15

Original Price: $22.99

Quality Status: approved

Status: Live

What You Will Learn

Redesign call center according changing customer expectations, manage call center (contact center)
Increase customer satisfaction, and decrease cost of operation by call centers
How to increase first call resolution, and average handling time.
How to increase call center effieceny

Who Should Attend

Candidates for call center supervisors,
Executive managers who has responsibility for call center services
Call center managers, team leaders, supervisors
Marketing specialists
Quality managers
service managers

Target Audiences

Candidates for call center supervisors,
Executive managers who has responsibility for call center services
Call center managers, team leaders, supervisors
Marketing specialists
Quality managers
service managers

What about to check again with these new environment and customer expectations? We must generate new strategy for our call center (contact center) . This course will teach you how to redesign and manage your call center (contact center). Or if you want to establish your own callcenter where to start to build this service.

This course will teach you:

redesign a Customer Access Strategy

Redesign upgrade your call center (contact center)

CRM Software Value Proposition

Increase first contact resolution

Personalize customer experience

Build a better infrastructure

Consider the possibilities for your customers

Reduce handle times

Increase revenue

Let’s find out what referral rate is?

The performance of a call center and the behavior of an agent (gatekeeper) mainly depend on the prescribed referral rate (the rate at which work is routed from generalists to specialists). If a call is too difficult be handled and solved by the gatekeeper, he or she refers the call to a specialist.

1. Estimate call volumes and call volume ramp up over initial months of operation

2. Establish call center hours of operation

3. Estimate call center size and staffing requirements

4. Model the organizational structure of the call center, for now and in the future

5. Map layout of call center, including furniture requirements

6. Obtain appropriate hardware and software to enhance call center capabilities

7. Perform user acceptance testing

8. Create a disaster recovery plan

Calculate and reduce average holding time.

Reduce first call resolution.

Course Curriculum

Chapter 1: Introduction

Lecture 1: Introduction

Lecture 2: Call Center Vocabulary

Chapter 2: Customer acsess strategy

Lecture 1: Rebuild customer acsess strategy

Chapter 3: Redesign and upgrade your call center (contact center)

Lecture 1: Redesign and upgrade

Lecture 2: Call Center Gate

Chapter 4: 8 KEY STEPS for planning call center management

Lecture 1: 8 key steps

Lecture 2: Calcenter Calculator

Lecture 3: Organigram

Chapter 5: Increase first contact resolution

Lecture 1: How to increase first contact resolution

Chapter 6: Personalize customer experience

Lecture 1: How to personalize customer experience

Chapter 7: REDUCE HANDLE TIME

Lecture 1: Calculate and reduce average handle time

Chapter 8: Do not forget our knowledgeable employee

Lecture 1: Keep our talented people

Instructors

Tayfun Türkalp
Management Consultant

Rating Distribution

1 stars: 2 votes
2 stars: 0 votes
3 stars: 4 votes
4 stars: 3 votes
5 stars: 5 votes

Frequently Asked Questions

How long do I have access to the course materials?

You can view and review the lecture materials indefinitely, like an on-demand channel.

Can I take my courses with me wherever I go?

Definitely! If you have an internet connection, courses on Udemy are available on any device at any time. If you don’t have an internet connection, some instructors also let their students download course lectures. That’s up to the instructor though, so make sure you get on their good side!

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