Roles of Call Center Agent - Training | ICMI
Empowering contact center excellence for 30 years!

An Agent's Role in Contact Centers

Delivery Method



Client Site Training
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Build agent commitment and motivation through a basic understanding of how contact centers operate and how individual agents contribute to the success of the entire organization.

Raise commitment to the job by helping agents understand how contact centers work, the key role they play, and how their actions directly impact customers and their fellow employees. This course can help agents move from feeling like they are just cogs in a machine to empowering them through understanding how that machine (the contact center) works.

An Agent's Role in Contact Centers Brochure Cover

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Who should attend
  • Agents
  • Team Leaders
What you will learn
  • An overview of the contact center from the viewpoints of the customer, the company and the agent
  • Basics of the three contact center driving forces and the agent implications of the invisible queue
  • Fundamentals of contact center management and how each individual in the contact center affects the success of the operation
  • Key ways individual agents can have a positive impact on service to the customers and the work environment of their co-workers
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List Price: Varies

Course Duration: 1 Day

This is a 1 day instructor-led course delivered by ICMI Certified Associates. If you have questions about which course is right for you, an ICMI Account Manager is available to help. Complete the Request Information to speak with your Account Manager.

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Course Outline

Module 1 The Dynamic Contact Center

  • What is a contact center?
  • The Contact Center as the hub of communication
  • The customer’s perspective
  • The agent’s perspective
  • The organization’s perspective
  • Contact Center as a profession

Module 2 Driving Forces in a Contact Center

  • Workload arrival patterns
  • Invisible queues
  • Factors of customer tolerance

Module 3 The Planning and Management Process

  • What contact center management is
  • Choosing objectives
  • Collecting data
  • Forecasting workload
  • Calculating base staff
  • Calculating shrinkage
  • Creating schedules

Module 4 Key Individual Performance Objectives

  • Effective adherence to schedule
  • Quality monitoring considerations
  • Categories of metrics and agent impact on them
  • Summary of three areas of impact