Call Center Operations Management

University of Phoenix Online
Phoenix, AZ, United States

Course Format: Classroom | E-learning | Virtual Class | Online | On-site | Blended | Self-paced

Course Description:

'' This course is the first in a two-part call center operations management series that concentrates on call center development, resource planning, and resource management. Students are guided through the complex process of operational planning in the call center environment. Areas of emphasis include operational elements, organizational structures, roles and responsibilities, and workforce planning and design.
Topics and Objectives
Functional Elements of Call Center Operations
Examine operational elements that make a call center unique from other types of organizations.
Examine the relationship between organizational structures and operational roles and responsibilities.
Identify factors impacting the definition of service goals.
Call Center Development
Identify call center site selection criteria.
Evaluate the implications of staffing alternatives on workplace design.
Develop strategies for call center expansion.
Explain basic concepts of a call center design.
Call Center Resource Planning
Develop a call center workload forecast.
Calculate staff, trunk, and schedule requirements to meet desired service levels.
Examine the relationships among staff, service, and cost.
Call Center Resource Management
Formulate staff schedule requirements into a daily work plan.
Evaluate the effectiveness of a daily work plan versus actual performance.
Identify real-time reaction strategies to maintain desired service levels.
Business Management and Financial Planning for Call Centers
Examine the elements of a call center operations budget.
Examine the elements of a call center capital budget.
Identify various financial evaluation models used in call center decision-making.
...''

Phone:(800)366-9699

School Address:

3157 E. Elwood Street, Phoenix, AZ 85034 USA

Jobs & Resumes: Phoenix
Houses & Roommates: Phoenix

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