This document provides an overview and agenda for a training course on call center processes. The course objectives are to understand how requests are received, identify different types of requests including benefits and sales, differentiate between benefits and sales requests, identify key systems, determine services, and explain redirecting calls. The agenda includes an overview of the call center process lesson and a certification process lesson. Key terms are defined, such as benefits and redirecting. The request process flow and types of requests like benefits, sales, and standard are also outlined. Determining if a request is for benefits or sales is demonstrated with examples.

1. Created By: Kathy Avila
Introduction to the Call Center
Process
FEBRUARY 2011

2. Created By: Kathy Avila
WELCOME
Welcome to the Introduction to the Call Center Process Course
• Introductions
• Ground Rules
• Expectations
• Activity

3. 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

4. Created By: Kathy Avila
Course Agenda
These 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

5. Created By: Kathy Avila
OVERVIEW OF THE CALL
CENTER PROCESS
5

6. 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.

7. 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

8. Created By: Kathy Avila
Request Process Flow

9. Created By: Kathy Avila
Types of Requests
Call Center Associates receive several different types of requests
including the following:
Benefits SalesStandard

10. 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 _____.”

11. 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

12. 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

13. Created By: Kathy Avila
Are there any questions I can answer for you before we conclude this
course?
Questions?