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Designing the Best Call Center for your Business - Code no: CC - 3

Workshop Objectives:

This workshop is about how to design, plan and create call centers to supply those fuctions cost-effectively to satisfy both the users and your organization.

Workshop Contents:

• What are call centers
• Call center functions
• Planning in the call center
• Self-service
• Home working
• Outsourcing
• Site selection
• Onshoring, nearshoring, and offshoring
• Serving Hispanics
• Foreign markets
• Property considerations
• Design, ergonomics and security
• Staffing your call center
• Training and retention
• Management issues

Language and Handouts:
English language

Duration:
15 hours.

Who should attend:
The decision makers in organization , call center operation managers

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