The Inbound Call Center

Overview/Description
 Inbound call center managers of this century will face many of the same challenges that their counterparts faced in the 20th century. The emphasis will still be on the development and acquisition of cost-effective methods to provide customers with the service they demand. By ensuring that you have a good knowledge base of the inbound call center industry, you are establishing a sturdy framework for success. This course will provide you with the knowledge needed to identify customer care benefits resulting from key events in the history of call center technology; recognize the effect of environmental factors on productivity; apply the processes to turn the phone answering service into a business center; understand the value of linking with the rest of the organization; and employ methods to give customers the service they want. Becoming a successful call center manager is not an easy task.

Target Audience
 This series is targeted specifically for call center managers, but would also be a valuable asset for call center executives committed to the growth of their organization, and supervisors of call center agents.

Expected Duration
2.5 hours

Lesson Objectives:

The Inbound Call Center: A Historical Overview

  • identify the benefits of understanding how call center customer service has been improved by technological advancements over the past century.
  • match each major inbound call center development between 1867 and the early 1920s with an example of its effect on customer service.
  • match each major inbound call center development during the 1960s and 1970s with an example of its effect on customer service.
  • match each major inbound call center development in the 1980s and 1990s with an example of its affect on customer service.

    • Today's Inbound Call Center

  • recognize the importance of understanding how today's inbound call center, as a business center, is linked to the entire organization.
  • identify the responsibilities of the call center manager during the transition from a call center to a business center.
  • identify the reasons for linking the center with the specified departments (Marketing, Accounts Payable and Receivable, and Human Resources).

    • The Inbound Call Center Environment

  • recognize the benefits of being aware of organizational, physical, and ergonomic factors in a call center environment.
  • match the call center employees with their corresponding tasks described in a given scenario.
  • identify the physical aspects to be considered in an inbound call center environment in a given scenario.
  • identify ergonomic solutions to inbound call center problems.

    • Inbound Call Centers: Taking Care of Customers

  • identify the value of understanding how to provide an ideal customer care environment.
  • identify what an inbound call center customer wants.
  • identify how a call center manager empowered agents to provide personalized customer service, given a scenario.
  • identify ways to acquire and retain inbound call center customers in a given a scenario.

    • Course Number: CUST0211