Created By: Kathy Avila
Introduction to the Call Center ProcessFEBRUARY 2011
Created By: Kathy Avila
WELCOMEWelcome to the Introduction to the Call Center Process Course
• Introductions• Ground Rules• Expectations• Activity
Created By: Kathy Avila
After completing this course, you will be able to: Identify how requests are received. Identify the different types of requests Differentiate Benefit (B) from Sales (S)
requests Identify key systems Determine services Explain re-directing calls
Course Objective
Created By: Kathy Avila
Course AgendaThese are the lessons that are included in this course:
Lesson # Lesson Title Duration
Lesson 1 Overview of the Call Center Process 40 Minutes
Lesson 2 Certification Process 30 Minutes
Created By: Kathy Avila
OVERVIEW OF THE CALL CENTER PROCESS
5
Created By: Kathy Avila
New Terminology
New Term Description
Benefit Something that is advantageous or good of the client.
Re-direct To change the direction or focus of a call from a client.
Created By: Kathy Avila
After completing this lesson, you will be able to:
Identify how requests are received. Identify the different types of
requests Differentiate Benefit (B) from Sales
(S) requests Identify key systems
Lesson Objectives
Created By: Kathy Avila
Request Process Flow
Created By: Kathy Avila
Types of Requests
Call Center Associates receive several different types of requests including the following:
Benefits SalesStandard
Created By: Kathy Avila
Determining the Type of Request
“I would like to check the status of an order________.”
“I need a benefits estimate for _____.”
Created By: Kathy Avila
You should now be able to: Identify how requests are received. Identify the different types of
requests Differentiate Benefit (B) from Sales
(S) requests Identify key systems
Lesson Summary
Created By: Kathy Avila
You should now be able to: Identify how requests are received. Identify the different types of
requests Differentiate Benefit (B) from Sales
(S) requests Identify key systems Determine services Explain re-directing calls
Conclusion
Created By: Kathy Avila
Are there any questions I can answer for you before we conclude this course?
Questions?