Welcome to your Call Center journey. Here is the complete roadmap of topics we will cover, organized logically to take you from "New Hire" to "Expert."
Click on any topic to start learning, and use the Quick Access menu (right side, or at the bottom if you visit us using a mobile device) to see more topics.
Module 1: The Big Picture (Industry Context)
- What is a Call Center or a BPO?
- How does a Call Center Work?
- What are the Departments or Verticals?
- The Stages of an Agent (Career Path).
- Accounts and Lines of Business (LOBs).
Module 2: The Workflow (The Day-to-Day)
- Basic Terminology Glossary.
- Contacts and Interactions.
- Channels (Voice, Chat, Email).
- Inbound vs. Outbound.
- What is a Call Flow?
- Ghost Calls.
Module 3: Essential Skills (The Toolkit)
Module 4: Performance Metrics (KPIs)
- Average Handle Time (AHT).
- After Call Work (ACW).
- Hold Time.
- Dead Air.
- Available Time.
- Back To Back.
- Conversion Rate.
- Quality Assurance (QA).
- First Call Resolution (FCR).
- Customer Satisfaction (CSAT).
- Net Promoter Score (NPS).
Module 5: Workforce & Time Management
Module 6: Advanced Concepts
- Coaching vs. Feedback.
- Service Level (SL).
- Occupancy vs. Utilization.
- Pricing Models.
- Invoicing and Contracts.
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