Course 9018: Customer Care & Call Center Boot Camp

Uncover the secrets of outstanding customer service with TONEX's Customer Service Training Seminars. Customer Care and Call Center Boot Camp is an accelerated five-day course that provides comprehensive, accelerated vendor-neutral training.

Take the first step toward becoming more customer service centered, and making every client connection a positive one. This innovative Boot Camp emphasizes the principles behind customer care and managing a call center.

Boot Camp graduates understand:

• Definitions and objectives of customer care
• How to deliver better, faster service and increase customer satisfaction
• Customer care processes and customer expectations
• New customer care tools and procedures
• How to turn complaints into opportunities
• How to create a mission statement, service level agreements (SLAs), and standard operating procedure documents
• How inbound and outbound call center environments differ
• How to assess, select and use today's current and emerging call center technologies
• Hiring techniques, coaching styles, and staffing logistics
• How to approach training and certification, orientation, strategic support skills, and technical training

The Boot Camp covers these crucial customer care and call center issues:

• Strategies, Methods, Tools and Trends
• Business and Service support systems
• People, Process, and Technology Issues
• Fulfillment, Assurance and Billing Processes
• Customer Care and Call Center Processes
• Fundamentals of Workforce Management
• Customer-Driven Business Strategies
• Customer Service Management
• Role of Revenue Assurance and Risk Management
• Service Performance Measurement and Management
• Customer Satisfaction and Quality Measurement
• Defining and Managing SLAs
• Customer Care and Call Center KPIs
• Business and Application Perspective of Customer Relationship Management (CRM)
• Customer Care within the CRM Space
• Segmenting of Call Centers by Type and Function of Operation
• Call Center Products and Services
• Call Center Technology and Trends
• Computer Telephone Integration (CTI) and Automatic call distribution (ACD)
• CTI / ICR Enabling Software
• Internet Enabling Applications
• IVR/ASR and Voice mail/ Messaging Applications
• Call Center Optimization
• Call Center Math and Calculations (hands-on using different tools)
• Call Center Software Packages and Systems
• Workload Management, Forecasting, and Staff Schedule Modeling

TONEX Public Boot Camps Include:

• Experienced instructors including senior executives, managers, authors, educators, consultants, course developers, and CTOs.
• Real life examples and practices
• Small class size
• Personalized instructor mentoring
• Ongoing post-training support via e-mail and phone

On-Site Classes 

On-site classes can also be tailored to meet your needs. You might shorten a 20-day class into a 5-day class, or combine portions of several related courses into a single course, or have the instructor vary the emphasis of topics depending on your staff's and site's requirements. We require a minimum of five employees and above. The CISSP (Certified Information Systems Security Professionals) exam is a six-hour, monitored paper-based exam covering 10 domains of information system security knowledge, each representing a specific area of expertise.

Customize your Boot Camp
TONEX Boot camps can be tailored to meet your specific needs. At TONEX, we gain an in-depth understanding of your organization and your training requirements. We can then customize the Boot Camp to match your project and the attendees' experience and requirements.

• Courses can be delivered to your office, providing content and focus integrated with the immediate needs of your organization.
• TONEX extracts the key elements of the course topics and packages them into an efficient and cost effective Boot Camp by eliminating the overlap and introductory redundancy.
• A customized Boot Camp gives provides immersion into a subject in a comparatively short period of time. For those requiring more detailed views, we offer Advanced courses.

Don't delay -- Space is limited!
Take advantage of group discounts! Organize a group enrollment -- you save your company money and enhance the skills of everyone who attends. Register Now!