Recruiting Strategies

• Examine the elements of a call center staffing plan.
• Compare and contrast various call center recruiting methods and strategies.
• Compare and contrast the labor market and call center industry compensation plans.

Training Strategies

• Contrast various call center training delivery methods.
• Examine how a training program meets organizational objectives.
• Evaluate the effectiveness of call center training programs.
• Identify process improvements on call center training programs.

Leadership and Motivation

• Compare and contrast various leadership models and motivational techniques utilized in a call center environment.
• Describe various rewards and recognition programs.
• Develop retention strategies in a call center environment.
• Identify call center environments that foster learning and professional development.

Labor Regulations and Human Resource Practices

• Determine what labor regulations affect call center operations.
• Establish organizational policies and procedures that comply with industry and government standards.

Personnel Performance Management

• Develop personnel performance measurements that meet service and organizational objectives.
• Communicate personnel performance measurements to internal and external stakeholders.
• Examine the impact of technological advances on call center personnel performance management.
• Discuss performance review processes.