This section will cover, in down-to-earth terms, all aspects of call center, call center cost, and call center finance. This section will also cover the ins and outs of corporate accounting in practical everyday language. The topics covered in this section are:

• The Goal
• The difference between effective versus efficient
• Queuing science for maximum effectiveness in a call center
• Financial terms
• Product and process life cycle
• Double entry accounting system

This Module is organized into nine lecture videos and a Quiz. Click on The Links below to view each video and complete the quiz at the end. The videos should be viewed in the sequence shown. Copies of the presentation slides in each video will be available for download and printing in the folder at the end of the module.

• Financial Fundamentals – You may print the following chapters for extra reading to align with the lectures below:

Chapter 1

Chapter 2

Call Center Types

The Goal

Effective Versus Efficient

Effective in a Call Center

Financial Terms

Life Cycle

Process Principles

Double Entry Accounting

Double Entry Accounting examples