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Managing a Successful Call Center

This session is intended to assist call center managers in ensuring they have well-trained agents in the call center who execute their responsibilities and duties effectively. It also covers ensuring the call center’s internal processes are top-notch and that agents know how to effectively use the technology.

Upcoming
Wednesday, August 20th, 2025
1:30 pm - 3:30 pm
Presented by Janice Branch
2 SHRM-CP Credits
$299.00 or 1 Token

Includes: Live Access, 30 Days OnDemand Playback, Presenter Materials and Handouts

  • Customer Service
  • General Compliance
  • Management/Employee Development
  • Sales
  • Branch Manager
  • Deposit Operations Manager/Specialist
  • Human Resources Officer
  • Senior Management
  • Training Manager
  • Trainer

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Call centers create a competitive advantage for organizations that learn to create them well, whether there are two or twenty people answering calls. In most instances, calls are answered by an automated voice response system (AVRS) allowing the caller to participate in determining where they need to be routed.

This streamlines the process, routing the person to the agent best suited to assisting the caller. While this process makes sense for the business, do callers become frustrated with being stuck in an endless loop of options to choose from so that when an agent comes on the line they are met by a frustrated caller?

There are three key factors that must be present to deliver on an exceptional call center experience for members. The call center must employ effective people, have effective internal processes, and have effective information technology.

The primary focus for call center managers is to learn how to make these key factors work together effectively to deliver on the promise of a world-class service delivery proposition. In addition, Call Center managers will learn the art of coaching for improved agent performance while creating an environment that inspires and rewards high performance.

What You'll Learn

  • Training curriculum for call center agents
  • Determining your call flow guide
  • Creating a motivational work environment
  • Building consistency between agents
  • Decreasing member dissatisfaction
  • Reducing excessive call times
  • Coaching techniques that increase agent performance

Who Should Attend

This session is ideal for branch managers, managers and/or supervisors with call center oversight, and trainers or staff responsible for training call center agents.

Janice Branch

Instructor Bio

Janice Branch has been a senior training consultant for InterAction Training for twenty years. She is a very seasoned presenter that has all the right stuff to wow her participants about the subject matter. Prior to joining InterAction Training, Janice was the Senior Manager of Training for Consolidated Communications where she managed, designed, coordinated and presented training programs for this multi-state telecommunications company with over 1000 employees.

Whether it is teaching how to coach, manage, lead, negotiate, service, sell or train at every level in an organization or if it is consulting on problem solving and servant leadership, Janice is the "go-to" person every bank wants to hear from. Participants appreciate her "been there, done that" humor along with her expert ability to facilitate learning.

Janice has obtained a Bachelor of Business Administration with a major in Management from Almeda University and is certified by the University of Houston in Leadership and Management. In addition, Janice has obtained trainer certifications from Achieve Global and Development Dimensions, Inc.

A native Texan she enjoys many pursuits in addition to teaching and learning, but none more than being a grandmother and tending to her ten acre home in Montgomery, Texas just north of Houston.

Continuing Education Credit Information

Managing a Successful Call Center has been approved for 2 SHRM-CP credits. This statement is not an endorsement of this program or its sponsor. Credits are redeemable for both Live and OnDemand viewing. For questions on certificates, please email support@oncourselearning.com. Certification holders must report these credits at https://portal.shrm.org/.

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