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Ch 1: Introduction to Call Centers & Call Center Agents

About This Chapter

This online call center skill development and training chapter offers a handful of lessons about the basics of call centers. Have your employees complete this chapter at any time to improve their call center knowledge and skills.

Introduction to Call Centers & Call Center Agents - Chapter Summary

This chapter is designed to give employees a high-level overview of call center types and professional roles. After addressing different types of call centers, our instructors will show your employees how to become successful call center agents. Your employees will also receive instruction on stakeholder expectations and call center company strategies.

The lessons come with short quizzes to help your employees solidify their understanding of the material. The online format of the chapter helps them to review these concepts whenever they have free time. They can also submit questions to our instructors if they need any extra help.

How It Helps

  • Builds awareness: Prospective call center employees can quickly learn the fundamentals of call center operations and roles.
  • Strengthens call center skills: Current call center employees will be able improve their work skills by reviewing the characteristics of effective call center agents.
  • Contextualizes company strategy: The chapter helps employees assess the applications of company strategy in a call center.

Skills Covered

After completing this chapter's lessons, your employees will be able to:

  • Compare different types of call centers
  • Assess the roles and responsibilities of call center professionals
  • Recognize the characteristics of effective call center agents
  • Describe call center company strategy and stakeholder expectations

Chapter Practice Exam
Test your knowledge of this chapter with a 30 question practice chapter exam.
Not Taken
Practice Final Exam
Test your knowledge of the entire course with a 50 question practice final exam.
Not Taken

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