Business of Call Centers

• Describe the origin and evolution of call centers.
• Examine various types and structures of call centers and their roles in organizations.
• Describe the impact of call centers on an organization.

Operations Management Overview

• Examine the daily operations management functions of call centers.
• Compare and contrast key call center and individual performance indicators among different types of call centers.
• Illustrate the uses of common call center systems and technology.

People Management Overview

• Examine human resources, regulatory, and workforce diversity issues that impact call centers.
• Analyze factors influencing call center staffing and scheduling plans.
• Examine various techniques used to measure and manage call center workforce performance.

Customer Relationship Management Overview

• Differentiate between internal and external customers.
• Examine customer relationship management (CRM) practices and procedures.
• Explain a call center’s role in supporting organizational CRM strategies.

Leadership and Business Management

• Describe the characteristics of call center leadership.
• Examine the financial aspects of call center management.
• Evaluate the impact of a call center on organizational success.