This course was designed specifically for the business person entering or transferring to a call center, executives that oversee or set performance goals for the contact center, and those responsible for the set-up, design or redesign of a contact center. Contact Center Foundations presents the ‘big picture”, and introduces attendees to the component parts and performance factors that make up today’s world-class call center. You’ll learn how calls flow into and through the center, what underlies call center work capacity, efficiency, productivity and effectiveness, and exactly how to prepare, step-by-step, a customized balanced scorecard for managing your contact center ‘s performance and contribution to organizational goals. After attending this course you will have a renewed vision for the future of your call center.

What You Will Learn:

  • How to determine a contact center’s mission
  • Alternative services that a contact center can provide
  • Which stages of call processing you should measure, track, report, and act on; and how to do it
  • The top customer expectations centers must meet
  • Service level targets – what they are, what they mean
  • How to interpret contact center metrics and set realistic targets
  • Contact center business functions and job roles
  • How contact centers and other company departments interact
  • Creating and managing a workforce and the center’s human resource capacity
  • Why people leave, what it costs, and how to improve agent retention
  • The causes of burnout, stress, turnover, and agent churn
  • How to structure your center’s call handling process, from greeting to closure
  • The differences between efficiency and effectiveness, productivity and utilization, metrics and KPI’s, and what you need to know about all of these performance measurements
  • Continuous quality improvement and how to achieve it
  • Reporting agent and overall call center performance
  • How to build a useful balanced metric scorecard for your center

Course Chapters

  • Missions, Models, and Contributions
  • The Life of a Call
  • Contact Center Structure and Business Functions
  • Call Arrival and Delivery
  • Agent Resource Utilization
  • Call Handling
  • Managing Quality
  • Contact Center Performance Evaluation

Who Should Participate

  • IT, human resources, marketing, and other professionals that support the company call center or help desk
  • Consultants and sales professionals with contact center clients and prospects
  • Newcomers to the contact center profession
  • Executives with contact center oversight
  • Leaders charged with forming a call center department or business
  • Outsourcing entrepreneurs
  • Financial analysts and directors

Important: Professionals with any level of call center work experience should not take this course.  This is an introductory course.


There are no prerequisites for this introductory course.

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