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?