Fundamental Contact Center Knowledge

Objectives :

• Provide an overview of the world of contact center work.
• Know the purpose and benefits of a contact center for the organization.
• Provide an overview of the ape environment at the contact center.
• Provide an overview of the agent contact center duties, as well as the knowledge and skills that must be possessed.
• Provide pictures of career opportunities at the contact center.
• Learn basic processes, building blocks and main KPI of contact center.

Outline :

1. Contact Center Introduction

• Over View.
• Contact Center History.
• Contact Center Evolution.

2. Basic Skill & Knowledge Contact Center Agent

• Entry Level Contact Center Agent.
• Job Description.
• Contact Center Agent Competency.

3. Career In Contact Center

• Understanding passion & career.
• Contact Center Industry.
• Opportunities as Contact Center Agent.
• Contact Center Organization.
• Career Development Contact Center Agent.

4. Basic Contact Center Management

• What happened to call?.
• Contact Center Terminologies.
• Contact Center Building Block.
• Contact Center Business Environment.
• Customer Expectation.
• Roles of Contact Center Agent.
• KPI of Contact Center Agent.

Target Participants: 

• Contact Center Agent
• Others

Duration : 2 Days Program