Course Description
Customer relationships are the cornerstone of every business. Businesses today require considerable communication to ensure high quality customer care from the beginning to the end of a sale. Call centers are significant in creating and maintaining successful, positive customer relationships. High quality customer care and service will result in high customer retention as well as encourage the purchasing of additional products and services.
In this course, we take a closer look at customer service and the overall customer experience of call centers. A well conceived and well executed call center can make all the difference, reinventing businesses by building and cementing successful customer relationships.
The goal of this course is to offer comprehensive information about the customer service aspect of call centers that would appeal to any aged individual needing this information for a variety of motives (academic, professional or personal reasons).
Despite this clear preference on the part of consumers, so many businesses fail to respond adequately in a timely fashion or end up making changes too late. Outstanding service will make the grade with consumers much more than anything else, ultimately driving customer loyalty, retention, and sales.
Almost every business today offering a suite of products and services for a large consumer base realizes the importance of having great customer relationships. Customer service via call centers is a significant part of this process, and building powerful, positive customer experiences requires efficiency, quality, expertise, and immediacy. Customers today have more powerful opinions voiced in reviews, blogs, and social media than ever before. Negative reviews can have a strong impact on a company's sales. Nurturing positive customer relationships requires not only delivering a high quality product or service but also offering high quality customer care and service from the beginning to the end of that sale and, subsequently, when the customer returns for another purchase.
An essential part of the customer experience is customer service or how a customer's immediate questions and concerns are addressed by the company. This is most evident in telephone and in-store customer service. Telephone services are usually allocated to call centers and hence planning highly functional call centers that place customers as their first priority will succeed in winning the loyalty of customers who feel heard, cared for, and understood.
Despite the automation of business today, with globalization and technology improvements, business at its core remains a fundamental exchange between people, the buyer and seller, in what is ultimately a relationship built on mutual trust and cooperation. Hence, businesses that realize the importance of these relationships from end to end through every aspect are more likely to build successful companies for the long term.
In this course, we take a closer look at all the major aspects of a high-performing call center. Call centers are important links in the life cycle of customer relationships. Building, training, and running a high-performing call center requires careful planning and a clear definition of your goals.
This ranges from site selection and location to labor costs, hiring staff, technology, and training. By investing the time, effort, and resources to recruit, hire, and train the right staff, you can build a call center or several call centers that are highly knowledgeable about your company, its products and services; and have the kind of passion and enthusiasm for their work that high-performing employees have. This in turn strengthens morale, improves customer relationships and connection, and accelerates customer satisfaction. Learn how to transform your business by cementing positive customer relationships.
Businesses that create and maintain well-conceived call centers are able to nurture and sustain highly satisfying customer relationships for the long term.
- Completely Online
- Self-Paced
- 6 Months to Complete
- 24/7 Availability
- Start Anytime
- PC & Mac Compatible
- Android & iOS Friendly
- Accredited CEUs
Learning Outcomes
- Describe what a call center is and what managing one involves.
- Describe site selection and call center technology
- Summarize leadership and management skills necessary and the people you should surround and interact with.
- Describe call center staff training issues.
- Summarize daily operations of call centers.
- Describe the importance of metrics in a call center and how to use these metrics effectively..
- Summarize remote or work-at-home agents of a call center.
- Identify when outsourcing the call center should be considered.
- Summarize disaster planning processes.
- Describe methods of building a world class call center.
- Demonstrate mastery of lesson content at levels of 70% or higher.
Assessment Guide
Assessment | Points |
---|---|
Lesson 1 Assignment | 5 points |
Lesson 1 - Introduction | 10 points |
Lesson 2 Assignment | 10 points |
Lesson 2 - Site Selection | 8 points |
Lesson 3 Assignment | 10 points |
Lesson 3 - Call Center Technology | 9 points |
Lesson 4 - People | 9 points |
Lesson 5 Assignment | 10 points |
Lesson 5 - Leadership and Management | 10 points |
Lesson 6 Assignment | 10 points |
Lesson 6 - Training | 10 points |
Lesson 7 - Operations | 9 points |
Lesson 8 - Metrics | 9 points |
Lesson 9 - Remote or Work at Home Agent | 10 points |
Lesson 10 - Outsourcing | 7 points |
Lesson 11 Assignment | 10 points |
Lesson 12 - Building a World Class Call Center | 10 points |
The Final Exam | 48 points |