Call Center Operations | ICMI
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Introduction to Contact Center Operations

Delivery Method



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Seven fundamental operating principles of contact centers that will boost your understanding of how this unique business environment works and what it takes to be successful.

Operating a successful contact center encompasses a unique set of rules, measurements and principles that are often not immediately apparent—and may even seem contradictory at times. Through ICMI’s Introduction to Contact Center Operations course, you, your team and even those in your organization outside the contact center will gain a better understanding of why the contact center operates as it does.

You’ll discover why contact centers are increasingly becoming “mission critical” as hubs of communication between customers and your organization, as well as how your customers’ expectations are changing the roles of contact centers

Most importantly, this course gives an overview of the seven fundamental principles that govern the operation of a successful contact center, so you can make better decisions and increase the level of understanding about contact center operations throughout your entire organization.

What you will learn:
  • The three driving forces of contact centers, including queuing theory, caller tolerance, and random call arrivals
  • The link between resources and results, including scheduling and workload and call load forecasting
  • How service levels and quality work hand-in-hand
  • Why an improvement in service level leads to a decline in productivity, including the principles of occupancy
  • Why you need more staff on the schedule than on the phone, including scheduling to meet workload demands and understanding rostered staff
  • The relationship and integration of staffing and telecommunications budgets, including why the costs must be budgeted together
  • How contact centers are being changed by higher customer expectations, multichannel contacts, and the Internet and social media

Course Materials
  • Printable slide presentation
  • Industry article
    • We Must Be Accessible!
    • Understanding How Queues Behave 
    • Handouts


    Course Outline

    Module 1 Discuss Your Role in the Contact Center

    • What Do Your Customers Expect from Your Contact Center?
    • Customer Expectations

    Module 2 Define Incoming Contact Center Management

    Module 3 Seven Critical Issues

    Module 4 Three Driving Forces

    • Random call arrival
    • Psychology of queues
    • Seven factors of caller tolerance

    Module 5 Direct Link Between Resources and Results

    • The planning and management process
    • Two major categories of inbound transactions
    • Forecasting

    Module 6 Service Level and Quality

    • Service level increase will implicate quality in a negative way
    • Measuring productivity

    Module 7 Improving Service Level Can Decline Productivity

    • The Use of Rostered Staff factor (RSF)
    • Scheduling considerations
    • Increasing staff on schedule

    Module 8 Staffing and Telecommunication Budget Improvements

    • Cost of delay

    Module 9 Increasing Demand on Contact Center Agents

    • Desirable agent skills
    • Key performance objectives
    • Monitoring considerations