Program and Campaign Tracking

<h3>Program and Campaign Tracking Overview</h3>Tracking and Reporting is vital in order to measure the success of the contact center programs and campaigns. This module details what you need to measure and gives practical advice on methods of tracking and recording the information. <h3>Learning Objectives</h3> <b>Upon completion of this eLearning module you will be able to:</b> <ol> <li>List the criteria that define the contact center industry. <li>Describe the 40 different call applications and the four specialty areas within which they are categorized. <li>Illustrate the need for preparing a strategic plan. <li>Define the components of a strategic plan for contact centers. <li>Conduct a situation analysis of current company operations. <li>Set realistic expectations and guidelines to be achieved. <li>Conduct a needs analysis. <li>Illustrate the difference between a cost center and a revenue center. </ol> <h3>Course Outline</h3> <ol> <li><b>Introduction </b> <ul> <li>Tracking Components <li>Tracking Variables </ul> <li><b>Generic Call Result Components</b> <li><b>Marketing Call Applications</b> <li><b>Prospecting Call Applications</b> <ul> <li>Lead Qualification <li>Appointment Securing </ul> <li><b>Sales Call Applications</b> <li><b>Customer Service Call Applications</b> <li><b>Reporting</b> <li><b>Activities and Test</b> </ol>