CALL CENTER FINANCE

The Resource Center for Customer Service Professionals LLC
Chicago, IL, United States

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

Course Description:

'' This call center training course provides a practical approach to cost management. You will study the relationships between all aspects of the organization’s cost structure. You will understand where the call center’s costs fit in, how to manage your call center’s cost, and techniques for reducing your cost without sacrificing performance.

The training seminar covers:

Finance
Review, in simple terms, all aspects of cost including the balance sheet, fixed versus variable cost, and profit and loss statements. Clear understanding of how call center costs fit into these arenas is crucial. You will learn which are critical to a call center management program. The purpose and use of a budget is explained. Understanding which areas are key for each accounting function, and what areas are not, builds the basis for our call center cost program.

Cost Buildup and the Cost System
Establishing a method for call center cost management requires a sophisticated approach. This approach requires an intimate understanding of all the things that add cost and cause it to fluctuate. This section will cover how to establish a cost basis for each transaction and type of call. Unit cost, favorable and unfavorable variances, standard cost, and the accounting buzzwords will be explained so that you can truly use or build your cost system.

Operational Cost Reporting
Understanding how to calculate the results is not sufficient for effective reports. The effective report prerequisites will be covered in a context of reporting the cost, and also how it impacts cost reduction. The organizational structure’s impact on cost will be explained. You will learn how to integrate reports, charts, and graphs to improve your help desk information. There is a difference between raw data and information - you must know how to prepare reports that will get used. This section deals with data analysis and its proper interpretation to convert it into information for better decision-making.

Cost Management and Cost Reduction
You must understand what is required to manage your cost, and how to reduce cost without jeopardizing performance and wait time. By the end of the course, you will be able to compute your return on investment (ROI) for all purchases, projects, and improvement initiatives.

Take-home tools include:

Excel templates for cost analysis
Notes summarizing the key concepts and principles
A methodology that will allow you to paint an accurate picture of your call center costs. ...''

Phone:(708) 246-0320

School Address:

The Resource Center for Customer Service Professionals LLC
PO Box 401, Western Springs, IL 60558, USA


Jobs & Resumes: Chicago
Houses & Roommates: Chicago

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Recruiting, Screening, and Hiring
Increase Call Center Employee Retention
Maximizing Sales Results in Call Center
Call Center Metrics, Data Analysis, & Reporting
HELP DESK METRICS
Business, Finance and Accounting Essentials for IT Managers
Telecom Service Inventory Management and Cost Control
Telecom Invoicing, Analysis, and Cost Recovery
Call Center Professional Certification
Support Center Director Certification
HELP DESK AND SUPPORT CENTER PROFESSIONAL CERTIFICATION
Certified Telecom Management Specialist
ITIL Foundation Certification
ITIL Service Manager Certification
ITIL Practitioner Certification
Customer Satisfaction and Loyalty

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