Call Center Management Practice Exam

About Call Center Management
Call centre management is the way in which organisations manage the daily operations of the call centre, including forecasting, scheduling, employee training, reporting and all customer interactions.

A call center (sometimes called a contact center) is a department, office, or team that handles incoming telephone calls from new and existing customers looking for answers to their questions or solutions to their problems.

In the past, call centers even carried out telemarketing and conducted market research. Over time, though, many businesses have separated these activities into their own departments to maximize productivity.

Call centers now deal almost exclusively with customers through a variety of analog and digital channels, including:
•    Phone
•    Email
•    Webchat
•    Social media
•    Text (SMS)
•    Video
•    Mail

Why is Call Center Management important?
The benefits of a Call Center Management includes

•    Increased Customer Satisfaction.
•    Improved Call Quality.
•    Consistent Service.
•    Reduced Costs.
•    Improved Interdepartmental Communication.
•    Streamlined Software Integration.
•    Easier Access to Service Data.

Who should take the Call Center Management Exam?
•    Call Center professionals
•    Call Center owners
•    Entrepreneurs or Innovators
•    Anyone who wants to assess their call center management skills
•    Call Center managers and senior executives
•    Call center management consultants
•    Anyone interested in call center management

Knowledge and Skills required for the Call Center Management

Critical thinking and good communication skills helps candidate to gain quick success for career in call center management.

Call Center Management Practice Exam Objectives

Call Center Management exam focuses on assessing your skills and knowledge in operational excellence, KPI and leadership.

Call Center Management Practice Exam Pre-requisite

There are no prerequisites for the Call Center Management exam. Candidates who are well versed  in Call Center can easily clear the exam.

Call Center Management Certification Course Outline
1. Call Center Management Basics
2. Stakeholder Management
3. Channel Strategy
4. Channel Technology
5. Customer Insights and Mapping
6. Operational Excellence
7. ACD, IVR, Work Force Management (WFM)
8. Quality Management
9. Experience Management (XM)
10. Customer Relationship Management (CRM)
11. Response Management (Email, Social Media, AI, Bots)
12. KPIs (Key Performance Indicators)
13. Leadership


Exam Format and Information
Certification name – Call Center Management Certification
Exam duration – 60 minutes
Exam type - Multiple Choice Questions
Eligibility / pre-requisite - None
Exam language - English
Exam format - Online
Passing score - 25
Exam Fees  - INR 1199