Strategies for Managing Call Center Personnel
Course Description
This course exposes students to all aspects of staff planning and development in a call center environment. Areas examined include recruitment, training, motivational strategies, labor regulations, human resource practices, and personnel performance management.
Topics and Objectives
Recruiting Strategies
- Examine the elements of a call center staffing plan.
- Compare and contrast various call center recruiting methods and strategies.
- Compare and contrast the labor market and call center industry compensation plans.
Training Strategies
- Contrast various call center training delivery methods.
- Examine how a training program meets organizational objectives.
- Evaluate the effectiveness of call center training programs.
- Identify process improvements on call center training programs.
Leadership and Motivation
- Compare and contrast various leadership models and motivational techniques utilized in a call center environment.
- Describe various rewards and recognition programs.
- Develop retention strategies in a call center environment.
- Identify call center environments that foster learning and professional development.
Labor Regulations and Human Resource Practices
- Determine what labor regulations affect call center operations.
- Establish organizational policies and procedures that comply with industry and government standards.
Personnel Performance Management
- Develop personnel performance measurements that meet service and organizational objectives.
- Discuss performance review processes.
- Communicate personnel performance measurements to internal and external stakeholders.
- Examine the impact of technological advances on call center personnel performance management.