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Contact Center Team Functions
Call Center Essentials

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Module 1 | Call Center Essentials | |
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Unit 1 | Call Center Essentials Pretest | |
Unit 2 | Call Center and Contact Center Differences | |
Unit 3 | 2 Call Types that Take Place in a Contact Center | |
Unit 4 | 3 Elements of an Inbound Call Center Call | |
Unit 5 | Contact Center Team Functions | |
Unit 6 | 5 Great Customer Service Words & Phrases | |
Unit 7 | 3 Tips on How to Handle an Angry Client | |
Unit 8 | 3 Outcomes that should Guide All Customer Service Engagements | |
Unit 9 | Call Center Essentials Posttest |
Survey Questions
Contact centers are designed around key functions made up of teams. Here are the usual functions you would find in a contact center
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Contact Center Agent: Answering contacts that come from the customers or doing outbound calls
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Contact Center Team Leader: Handling Escalations from agents that they weren't able to solve
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Workforce Management (WFM) Lead: Prepares staff schedules, holidays and leave bookings
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Quality Management Team: Monitoring Interactions, preparing score card, recommending agent training, recommending corrective actions
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Management Information Systems (MIS) Team: Responsible of preparing dashboards, prepare reports, daily, monthly and yearly performance report, call volume report, etc
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Contact Center Manager: Responsible for overall management of the contact center