Duration

30 Hours(For Regular Course)

4-8 Hours(For Capsule Course)


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Call Center Management

This web-based training course on Call Center Management functionality, administration and development, is available online to all individuals, institutions, corporates and enterprises in India (New Delhi NCR, Bangalore, Chennai, Kolkatta), US, UK, Canada, Australia, Singapore, United Arab Emirates (UAE), China and South Africa. No matter where you are located, you can enroll for any training with us - because all our training sessions are delivered online by live instructors using interactive, intensive learning methods.


Customer and client relationships are the cornerstone of every business process. With the growing requirement for communication to provide high standards of customer care, call centers have developed as significant providers of customer care satisfaction. High standards of customer care will result in high customer retention which in turn will lead to increased product and service purchase. Call center management involves the customer services and overall customer service experience provided through the call centers. If the management is able to inculcate a well executed call centre, the business process will get streamlined and customer relationships will be fortified. Managing a call center in an effective manner encompasses comprehensive information about not just the customer service aspects but also the individual specific needs of customers based on academic, professional and personal reasons. Instead of providing the "holding tone" so much more can be done in customer care and customer relationships and all this is the responsibility of the call center manager or call center supervisor.


This call center management online course provides training in how customer service is integrally linked with customer satisfaction which in turn will lead to company profits and company success. The training helps in elaborating the methods of creating touch points through which the customer interacts with the company's brand, product and services. Addressing customer's immediate questions and concerns is kept in focus throughout this call center management training to provide the customers with a feeling of priority. The trainees will be taught about the life cycle of customer relationships and how this knowledge can be used to leverage a strong and increasing customer base. To enroll in this call center management training course the trainees are expected to have a working knowledge of the call center environment and how the various elements of it work.

Introduction and Call Center Assessment

  • Introductions and overview
  • Assessment of your call center
  • Call center SWOT analysis
  • Realize and document near-term strategies

Metrics and Performance Indicators

  • Difference between metrics and Performance Indicators
  • Classify metrics for management

Understand call center metrics and performance indicators

  • ABA - Abandonment Rate
  • ACW - After Contact Work
  • AUX - Auxiliary Time
  • Available Time
  • AHT - Average Handle Time
  • ASA - Average Speed of Answer
  • Attrition Rates
  • ATT - Average Talk Time
  • Blockage
  • Calls in Queue
  • Contacts per Agent
  • Conversion Rates
  • CPC - Cost Per Contact
  • Customer Satisfaction
  • Employee Satisfaction
  • Error Rates
  • FCR- First Contact Resolution
  • Forecasting Accuracy
  • Hold Time
  • Idle Time
  • OCC - Occupancy
  • Quality
  • Schedule Adherence
  • Schedule Efficiency
  • Self-Service Utilization
  • SL - Service Level
  • Staff Shrinkage
  • Transfer Rate

Metrics and kpis

  • Stakeholder KPI Analysis
  • KPI target values in call center strategies
  • Customer expectations and satisfaction
  • KPI Scorecard

Service Level Agreements (slas) and Operational Level Agreements (olas)

  • Create and manage slas and olas

Call Center Technology

  • Role of technology
  • Tracking flow of calls
  • Call center technology tools
  • Trends in call center technologies
  • Practices for developing IVR scripts
  • Virtual call centers
  • Workforce management software

Forecasting and Scheduling

  • Forecasting future call center volume and demands
  • Forecasting principles
  • Metrics effecting forecasting
  • Limitations in Forecasting
  • Volume variation patterns
  • Planning forecasting process
  • Time intervals
  • Forecasting time horizon
  • Unanticipated changes and events
  • Forecasting risks and hazards
  • Analyses
  • Agent workload
  • Workload metrics
  • Analyzing historic call volumes
  • Predicting variations and trends
  • Forecast future workload
  • Staffing levels
  • Staffing requirements with the Erlang C formula
  • Shrinkage
  • Causes
  • Correctly calculate shrinkage
  • Controlling shrinkage
  • Plan for controlling shrinkage
  • Schedule and its impacts
  • Adherence variances
  • Calculation of schedule adherence
  • Improving agents' adherence to schedule
  • Optimal staffing schedules
  • Optimization techniques
  • Workforce management software
  • Improving forecasting and scheduling

Staffing the Call Center

  • The RCCSP 10-Step Staffing Model
  • Assessing staffing conditions
  • Skill gaps
  • Attrition and its impact
  • Cost of attrition
  • Causes of attrition
  • Reduce attrition
  • Exit interview process
  • Business case
  • Agent Skills Analysis
  • Agent Skills Gap Analysis
  • Conducting agent search
  • Searching for qualified candidates
  • HR Operating Level Agreements
  • Employee referral program
  • Pre-screening
  • Candidate testing and assessments
  • Testing process
  • Pre-employments skills tests
  • Simulation and observation techniques
  • Appropriate simulations
  • Observation Methods
  • Planning steps
  • Face to face interviewing
  • Behavioral-based interviewing
  • Alignment of interviewing process with job skills

Training and Retention

  • Effective training program
  • Business case
  • Budget allocation
  • Evaluate the current call center training plan
  • Call center agent training cycle
  • New hire training
  • Nested transitional training
  • Up training
  • Refresher training
  • Standard operation procedures
  • Call center training needs
  • Training needs analysis
  • Training program stakeholders
  • Stakeholder Impact Analysis

Coaching for Improved Performance

  • Elements of coaching
  • Role of a coach
  • Role within the call center
  • Coaching, critiquing, feedback and performance reviews differences
  • Coaching self-assessment
  • Define and prepare a coaching session
  • Pre-coaching phase
  • Coaching situation statement
  • Person's disposition based on motivation and performance levels
  • Selecting a coaching method
  • Establishing a coaching plan
  • 11-step coaching self-assessment
  • The coaching session Checklist
  • The 10-step coaching discussion planner
  • The coaching session
  • Coaching techniques
  • Active listening
  • Proactive questioning
  • Positive tone, words and body language
  • Notes, review, and summarization
  • Post-coaching follow-up
  • Communication skills

The Quality Monitoring Process

  • Quality requirements for call center
  • Quality management
  • Organization's concept of quality
  • Quality monitoring program statement
  • Quality monitoring standards
  • Alignment of quality objectives with customer satisfaction
  • Quality monitoring goals
  • Quality monitoring form
  • New monitoring form
  • Determine and categorize characteristics of calls
  • Evaluating call quality
  • Quality monitoring scoring system
  • Agent scoring objectives
  • Team responsibilities and parameters
  • Post-monitoring coaching
  • Volume of calls to monitor
  • Methods of monitoring
  • Frequency and timing of call monitoring activities
  • Standards of Performance evaluation
  • Quality monitoring process
  • Quality monitoring team
  • The calibration process
  • Standard deviation and scoring
  • Standard deviation to improve quality in monitoring
  • Quality monitoring software
  • Document the quality program

Considering how important and imperative customer care and relationships is for organizations, the need for effective and efficient call center management is unparalleled. Call center managers and call center supervisors have the big task of providing such solutions which the entire organization depends on and derives from. Enrolling in this call center management certification course will effectively provide the value to the competencies of call center executives that will help them grow in their organizations at a faster pace and also make their organizations grow to great levels. This course comes highly recommended for call center executives, call center managers and call enter supervisors.


1. Are lab-sessions available after theory sessions?

We provide online lab facilities to all our students, wherever possible & applicable, using a combination of one or more options, including global ASP setups, live-environments, real-time simulations, training-videos, PPTs, Screenshots and others.

2. Who and how qualified are the instructors?

All our instructors go through a rigorous and multiple processes of filtering and selection before they are appointed by us. Only the most qualified, most experienced and best suited candidates are chosen as instructors.

3.What are the machine requirements for the course?

You must have a fairly good desktop PC or laptop. You can even access these courses on your tabs or smart phones. For PCs and laptops the configuration should be at-least an Intel Pentium processor, 4GB of RAM and 50 to 100 GB of free hard disk space. You must also have a good and steady WiFi internet connection which works at 3G or 4G speeds.

4.How will I undergo practical training in the course?

Depending on the type of lab facilities available for the course you have enrolled in for our instructor would be happy to help you in your lab sessions.

5.What is the process to get my questions/queries answered?

Get in touch with your trainer. You can also consult your batch-mates. We believe in collaborative and practical learning.

6.Can a free demo session be provided?

We do not provide free demo sessions.

7.Will there be a provision for repetition if I miss a class?

We encourage our trainees to attend all sessions. If you have missed a session we will try out best to update you on it, if possible. Else you will need to pay a small fee to have a repeat session arranged specifically for you.

8.Does your organization provide assistance in job hunting?

We are connected across the industry in India and abroad. We will pass on any job openings from our customer to our trainees. But we are not a manpower placement provider.

9.How and where can I make the payment?

You can pay using any credit or debit card in India or abroad. You can also pay using your PayPal account.

10. Will practice material or tests be also provided with the course?

Yes. As required & as applicable.

11.What is the minimum or maximum batch size?

Minimum/maximum batch sizes vary from course to course, depending upon a number of factors. It can vary from as few as 2 to as many as a few hundred, in some cases. But that number does not impact the quality of training that we deliver due to our tight quality-control mechanisms.

All trainees will be provided with a course participation and completion certificate by Aurelius Corporate Solutions. Please note, we are an independent provider of learning solutions. We are not affiliated in any manner to any company or organization.

Copyright © 2016 Aurelius Corporate Solutions Pvt. Ltd. All Rights Reserved.