HR Life-Cycle in Call Center Certification

Duration

2 Days

Program Objectives

• Review the competency profiles for effective hiring
• Discuss the selection instruments available to assist in attracting the best candidates
• The importance of New Hire orientation, just-in-time training, call monitoring, feedback and coaching
• Negative and Positive aspects of employee turnover
• Associate loyalty and deficit cycles
• Develop effective reward and recognition programs to inspire your team.

Program Tracks

• Agent Turnover
• Hiring and Recruiting New Agents process
• Agent Compensation
• Training call center Associates
• Retention and Motivation
• Agent Satisfaction and Morales
• Reward and Recognition