Strategic Call Center Thinking

Course Description

This call center management capstone course is designed to inspire call center professionals to develop an in-depth understanding of call center operations. Students are given the opportunity to utilize project management skills in the development of call center audits and strategies to improve overall operational and financial performance.

Topics and Objectives

Strategic Roles of the Call Center

  • Describe call center roles relative to organizational strategic objectives.
  • Formulate strategies to integrate call center stakeholders' objectives and meet industry and government standards.

People Strategies

  • Analyze trends that impact people strategies.
  • Outline ongoing leadership and professional development for call center personnel.

Process Strategies

  • Identify how call center processes can be aligned with the organizational objectives.
  • Formulate strategies to effectively manage customer contacts.

Systems/Services Strategies

  • Devise strategies to ensure call center systems/services and vendor contracts support the organizational objectives.

Call Center Evolution

  • Analyze factors driving change in a call center environment.
  • Outline strategies to support call center evolution.

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