Customer Care & Call Center Boot Camp

TONEX, Inc.
Dallas, Texas, United States

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

Course Description:

'' Boot Camp graduates understand:

�Definitions and objectives of customer care
�How to deliver better, faster service and increase customer satisfaction
�Customer care processes and customer expectations
�New customer care tools and procedures
�How to turn complaints into opportunities
�How to create a mission statement, service level agreements (SLAs), and standard operating procedure documents
�How inbound and outbound call center environments differ
â€?How to assess, select and use today’s current and emerging call center technologies
�Hiring techniques, coaching styles, and staffing logistics
�How to approach training and certification, orientation, strategic support skills, and technical training

Course Outline
The Boot Camp covers these crucial customer care and call center issues:
�Strategies, Methods, Tools and Trends
�Business and Service support systems
�People, Process, and Technology Issues
�Fulfillment, Assurance and Billing Processes
�Customer Care and Call Center Processes
�Fundamentals of Workforce Management
�Customer-Driven Business Strategies
�Customer Service Management
�Role of Revenue Assurance and Risk Management
�Service Performance Measurement and Management
�Customer Satisfaction and Quality Measurement
�Defining and Managing SLAs
�Customer Care and Call Center KPIs
�Business and Application Perspective of Customer Relationship Management (CRM)
�Customer Care within the CRM Space
�Segmenting of Call Centers by Type and Function of Operation
�Call Center Products and Services
�Call Center Technology and Trends
�Computer Telephone Integration (CTI) and Automatic call distribution (ACD)
�CTI / ICR Enabling Software
�Internet Enabling Applications
�IVR/ASR and Voice mail/ Messaging Applications
�Call Center Optimization
�Call Center Math and Calculations (hands-on using different tools)
�Call Center Software Packages and Systems
�Workload Management, Forecasting, and Staff Schedule Modeling
...''

Phone:1-888-868-6639

School Address:

The Centrum
3102 Oak Lawn Avenue, Suite 700
Dallas, Texas 75219 USA

Training Locations:
Dallas, TX
California, Oregon and Washington States (Chapman University Campuses)


Jobs & Resumes: Dallas
Houses & Roommates: Dallas
Travel Agencies: Dallas

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