Call Center Performance Issues

<h3>Call Center Performance Issues Overview</h3>To be effective you need to know and understand the performance issues contact center management faces including human resource, technical, organizational, and program quality control. <h3>Learning Objectives</h3> <b>Upon completion of this eLearning module you will be able to:</b> <ol> <li>Develop a list of operational issues and program issues to be addressed. <li>Define policies and procedures for each of the identified operational and program issues. <li>Conduct a regular analysis of the contact center programs. </ol> <h3>Course Outline</h3> <ol> <li><b>Technical Issues </b> <ul> <li>Hardware <li>Software </ul> <li><b>Human Resource Issues</b> <ul> <li>Role of a Human Resources Department <li>Attendance <li>Performance Reviews <li>Performance Improvement Plan <li>Dress Code </ul> <li><b>Operational Issues</b> <ul> <li>Informational Material for Agents <li>Contact Scripting <li>Agent Statistics <li>Supervisor Handbooks <li>Policies and Procedures <li>Forecasting Staffing needs <li>Facility Design <li>Customer Service </ul> <li><b>Program Quality Control Issues</b> <ul> <li>Program Process <li>Program Tracking, Monitoring and Reporting <li>Agent Training, Monitoring and Coaching <li>Customer Issues </ul> <li><b>Activities and Test</b> </ol>