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National College Credit Recommendation Service

Board of Regents  |  University of the State of New York

EdTech Institute, LLC (formerly The Sage Group, LLC) | Evaluated Learning Experience

1. Call Center Management (105)* 2. Customer Relationship Management (106)* 3.Excellence in Service (107)*

Location: 
Various approved locations throughout the U.S.
Length: 
Course 1: 15 hours (5 weeks). Course 2: 18 hours (6 weeks). Course 3: 21 hours (7 weeks).
Dates: 

Course 1 and 2: March 2006 - November 2010; May 2014 - December 2016. Course 3: March 2006 - December 2016.

Instructional delivery format: 
Traditional classroom model
Learner Outcomes: 

Course 1: Identify the functions of a call center and determine the process for setting up a call center; identify the categories of ACD, technologies to monitor your employees, the benefits of skill-based routing, and how to determine call load and staffing; motivate employees, communicate effectively with employees, evaluate employee performance, and identify methods for monitoring employees; reduce employee turnover, manage stress, and train employees; identify customer expectations and manage customer relationships; set and achieve service levels, and use reports; identify the information that executives need and learn how to communicate with them. Course 2: Identify the goals and types of customer relationship management, and develop a customer relationship management program; manage and reduce costs associated with CRM implementation, and plan a CRM implementation; redesign work processes, identify reasons for implementing CRM in stages, and implement CRM; identify the features and disadvantages of eCRM, and automate CRM through CRM. Course 3: Distinguish among the different types of customers, appreciate the importance of customer service, build rapport and communicate with customers, and respond to customers while exceeding their expectations; develop customer service skills, provide quality customer service, and solve customer service problems; understand customer dissatisfaction, work with customers who are either angry or upset, and reduce customer service stress; understand the importance of effective communication, identify the importance of interpersonal communication, provide quality service on the telephone, and compose effective e-mail messages; discuss the basics of service standards, monitor service standards, and understand how management standards support exceptional customer service; build customer service teams, select right employees through effective screening and interviews, provide training and empowerment, and motivate employees to maintain desirable behaviors; understand their customers and how they measure service, develop loyalty in customers, understand how employee loyalty affects service, and create memorable service.

Instruction: 

Course 1: Topics include: establishing and setting up a call center; service and information technology; call load and staffing; employee motivation; communication with employees; employee performance evaluation; employee monitoring tools; reducing turnover; stress management; training; customer expectations; customer relationship management; setting and achieving service levels; analyzing reports; information that executives need; communicating with executives. Course 2: Customer loyalty; market intelligence enterprise; customer information; a customer relationship management (CRM) program; CRM and expenditures; implementation planning; CRM implementation preparation; the implementation process; eCRM fundamentals; eCRM and automation; eCRM customization; eCRM goals. Course 3: Fundamentals of service standards; monitoring service standards; teams as a service solution; team training and empowerment; motivation; understanding customers; customer loyalty development; influence of employee loyalty; memorable service.

Credit recommendation: 

Course 1, 2, and 3: In the lower division baccalaureate/associate degree category, 2 semester hours as an elective in business, telecommunications management, or any discipline that would benefit from such a complementary learning experience (3/06) (5/14 Administrative Review). NOTE: Courses 1, 2, and 3 must all be completed to receive credit. *NOTE: Course numbers on transcripts may reflect different prefixes depending upon where a course is offered.

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