Course Overview
In order to achieve your organization's goals, you - a front line manager - require the tools to understand and manage day-to-day call centre metrics. Key areas of interest in Understanding Call Centre Metrics include: understanding call centre operations and terminology; identifying what performance measurements are important to a centre; interpreting key performance measures and individual contribution to daily activities; and finally, illustrating how service-level objectives results create a win-win scenario for both the customer and front line staff.
Prerequisite(s)
- No prerequisites are required for this course.
Credits
0.5
- Retired
- This course has been retired and is no longer offered. Find other Flexible Learning courses that may interest you.
Learning Outcomes
At the end of this course, you should be able to:
- Describe the difference between outbound and inbound call centres.
- Describe the different types of call centre functions.
- Describe the general business strategies within call centres.
- Identify the unique aspects of a call centre work environment.
- Describe the general organization of a call centre and the responsibilities associated with each position.
- Describe the history of the industry and its future applications.
- Describe how a call flows through a call centre and the software and hardware involved.
- Describe key information provided in individual and system reports.
- Identify industry standards of performance.
- Describe various internal monitoring methods.
Effective as of Spring/Summer 2010
Programs and courses are subject to change without notice. Find out more about BCIT course cancellations.