Teach on Udemy

Turn what you know into an opportunity and reach millions around the world.

Learn More

Your cart is empty.

Keep shopping

Call Center, The Essential guide

Name: Call Center, The Essential guide
Rating: 4.4 (110 reviews)

Learn how to thrive in a call center and run a call center with the help of the experience King.

Created byAmas Tenumah

Last updated 10/2015

English

English [Auto],

What you'll learn

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

Course content

10 sections • 34 lectures • 31m total length

Intro1:41
You will get a sense of the Teacher and what the benefits of this course will be in your career.

Learn the Basics of call center0:33
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.
What's in this course and what do you get?0:37
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?0:17
Questions Along The Way?0:16
How to Navigate this course0:45
Learn to maximize this course by focusing on the technology section, going section by section, and progressing at your own pace to build working knowledge of how call centers operate.

How did Call centers get started0:48
A very brief history of how call Centers came to be
Call Center 1.00:42
This era is the essential definition of a call center in those days
Call center 2.01:18
2nd generation call centers
Contact center 3.00:54
3rd gen call centers
Contact Center 4.0 and the Internet1:19
How the internet really changed the call center in very dramatic ways.
Current Day Call Centers1:10
Explosion of technology, coupled with a flatter universe has created a call center set up that very few could have predicted 20 years ago.

Different Call center Types0:45
You will be able to articulate and understand the different call center iterations
Sales Centers0:43
Explore sales centers as the most common call center operation, where the organization controls technology, people, processes, policies, and procedures, as illustrated by Coca-Cola's in-house call center.
Outsourced Call Centers (Domestic)0:44
Outsourced call centers involve hiring a third party to manage and operate centers for cost savings and expertise; they can be domestic or international.
International Outsourcing0:32
Explore how advancing technology spurred international outsourcing of call centers, with India rising in the 1990s and outsourcing spreading from the US to the Philippines, Africa, Europe, and beyond.
Remote Agent or Work from Home2:01
Explore remote call center models, from early telecommute setups to the total virtual employee approach, and learn how virtual work expands recruiting beyond local areas.
Call Centers by Functions1:06

ACD Technology0:22
Explore the ACD technology, the automatic call distributor that acts as the brain of call centers, routing calls and deciding who gets the next call.
Dialer Technology0:35
WFM Technology0:50
CRM Technology0:40
Call Recording Technology0:55
Discover how call recording technology evolved from regulated origins in banking to a tool used in call centers for dispute evidence, coaching, and development.
On Premise vs Cloud and the Call Center0:59

People, Processes and Technology0:28
Learn to manage a call center by focusing on people, processes, and technology, and evaluate every decision through this three-part lens.
Managing Processes1:35
Identify whether a call center issue stems from processes rather than people by examining policies, procedures, and guidelines that govern operations, then adjust scheduling via the workforce management process.
Managing Technology1:33
Learn to manage technology in call centers by evaluating people, processes, and technology, and deploy solutions like a line-holding queuing tool that calls customers back.
Managing People2:13
Learn how to manage people in a call center by providing tools, engaging employees, and advocating an employee-first attitude to drive outstanding results.

Organizational Structure0:58
Organize call centers into core operations, workforce management, scheduling, and quality assurance, and define a three-tier leadership with front-line supervisors, middle managers, and executives such as directors and vice presidents.
Possibilities1:24
Discover how call centers improve customer lives and loyalty through growing customer experience, powered by social technology and the internet, with global opportunities and flexible, in-demand careers.

Requirements

Basic Understanding of business

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

Who this course is for:

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

Call Center, The Essential guide

What you'll learn

Explore related topics

Course content

Intro1 lecture • 2min

What's in it for you5 lectures • 2min

History & Evolution of call centers6 lectures • 6min

Call Center Types6 lectures • 6min

Technology in the call center6 lectures • 4min

Managing a call Center4 lectures • 6min

Call Center Terminology1 lecture • 3min

Leadership Opportunities2 lectures • 2min

Call Center & Your career1 lecture • 1min

Conclusion2 lectures • 2min

Requirements

Description

Who this course is for: