Call Center, The Essential guide

Learn how to thrive in a call center and run a call center with the help of the experience King.
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17 students enrolled
Instructed by Amas Tenumah Business / Operations
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  • Lectures 34
  • Length 35 mins
  • Skill Level All Levels
  • Languages English
  • Includes Lifetime access
    30 day money back guarantee!
    Available on iOS and Android
    Certificate of Completion
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About This Course

Published 10/2015 English

Course Description

Course Description

58% of Customers stop doing business with companies simply because of a bad interaction with a call center according to Harris Interactive. 78% of customers abandon a sale because of bad experience with a call center. The Contact Center industry is $300B+ and growing and is increasingly becoming the epicenter of most organization. Success at most organizations hinge on how well the contact or call center operates.

Simply put the call center is the most important group at most organizations today. As it has responsibility for customer relationships and often a significant part of sales as well. My goal is to help demystify the call center so you can be better either as an employee or a leader in the call center.

Learn and Master the Essentials of the Call Center

  • History of the Call Center
  • Evolution of the Call Center
  • Types and functions of the Call Center
  • Call Center Technology
  • Management within the Call Center
  • Call Center and Your Career

Contents & Overview

This course has over an hour of Content with most of it being one on one video content. It is designed for anyone regardless of skill.

In this course You will learn why call centers exist, the role it plays in most organization, it's terminology, technology and processes. Last but not least you will learn how to leverage the call center for your career.

What are the Requirements?

An understanding of the English Language

What am I getting?

Over an hour of content

  • By the end of this course the call center will cease to be a mystery, you will enjoy learning how to excel in a call center
  • You will provide better service to your customers as a manager
  • You will have a fundamental understanding of how this whole call center thing started, the role it plays today
  • Lastly, you will have a clear understanding of how to capitalize on it's potential for your career.

Who is the target audience?

  • If you already work in a call center this course is for you
  • If you are interested in call centers this course is for you
  • If you are interested in Customer Service or Telesales this course is for you

What are the requirements?

  • Basic Understanding of business

What am I going to get from this course?

  • Excel at operating and working in a call center
  • Build an executive level careers from call centers

Who is the target audience?

  • This Course is meant for call center employees, supervisors and support staff. This course is not for you if you are already a director or a veteran of the call center industry

What you get with this course?

Not for you? No problem.
30 day money back guarantee.

Forever yours.
Lifetime access.

Learn on the go.
Desktop, iOS and Android.

Get rewarded.
Certificate of completion.


Section 1: Intro

You will get a sense of the Teacher and what the benefits of this course will be in your career.

Section 2: What's in it for you

I am honored that you are here with me to learn about call centers or contact centers. The section titles will give you an idea of the lectures that are in that section. This is self paced and so you can choose to go from one section to the next or skip sections, and come back. It is all up to you.

One big reason for creating this course is to connect with people like you around the globe so feel free to ask me questions.


We are going to begin by going through why call centers exists and understand their evolution from it's invention till today

What do you get out of this course?
Questions Along The Way?
How to Navigate this course
Section 3: History & Evolution of call centers

A very brief history of how call Centers came to be


This era is the essential definition of a call center in those days


2nd generation call centers


3rd gen call centers


How the internet really changed the call center in very dramatic ways.


Explosion of technology, coupled with a flatter universe has created a call center set up that very few could have predicted 20 years ago.

Section 4: Call Center Types

You will be able to articulate and understand the different call center iterations

Sales Centers
Outsourced Call Centers (Domestic)
International Outsourcing
Remote Agent or Work from Home
Call Centers by Functions
Section 5: Technology in the call center
ACD Technology
Dialer Technology
WFM Technology
CRM Technology
Call Recording Technology
On Premise vs Cloud and the Call Center
Section 6: Managing a call Center
People, Processes and Technology
Managing Processes
Managing Technology
Managing People
Section 7: Call Center Terminology
Get a dictionary
3 pages
Section 8: Leadership Opportunities
Organizational Structure
Section 9: Call Center & Your career
Are you a good fit for call centers
Section 10: Conclusion
Summary of call centers and where it is going

Feel free to reach out to me with questions at or online at

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Instructor Biography

Amas Tenumah, Customer Experience Transformist

Amas Tenumah is an author and customer experience expert specializing in customer experience operations. He has spent over a decade managing customer experience programs for numerous companies including: Cox Communications, Teleflora, Coca-Cola, and Convergys Corporation. Amas brings a unique perspective to the world of customer experience that he shares regularly in industry publications and as a speaker at many events. He is also a proud dad, avid Yankee fan, and competitive soccer player when home in Oklahoma City.

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