portfolio sample - ilt course

Created By: Kathy Avila

Introduction to the Call Center ProcessFEBRUARY 2011


WELCOMEWelcome to the Introduction to the Call Center Process Course

• Introductions• Ground Rules• Expectations• Activity


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


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


OVERVIEW OF THE CALL CENTER PROCESS

5


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.


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


Request Process Flow


Types of Requests

Call Center Associates receive several different types of requests including the following:

Benefits SalesStandard


Determining the Type of Request

“I would like to check the status of an order________.”

“I need a benefits estimate for _____.”


You should now be able to: Identify how requests are received. Identify the different types of


(S) requests Identify key systems

Lesson Summary


You should now be able to: Identify how requests are received. Identify the different types of


(S) requests Identify key systems Determine services Explain re-directing calls

Conclusion


Are there any questions I can answer for you before we conclude this course?

Questions?

portfolio sample - ilt course

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