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Managing a call centre

Overview / who should attend and why?

This course gives an overview in the skills required to motivate staff to deliver high quality responses in a call centre environment. It provides you with an understanding of systems to measure and address service performance and shows you how to set standards of excellence for staff to aspire to.

This course is aimed at new managers; team leaders and supervisors managing call centre staff.

Course Objectives

Skills to motivate staff to continuously improve performance

Course Content

People

• Differing personalities – understanding how differing personalities can help you to manage your staff and your customer relationships.
• Factors to consider when recruiting staff for your call centre.
• Understanding assertiveness and the benefits it can bring to your interactions with staff.
• How to get the very best from people through understanding motivation theories.
• Giving positive, motivational and developmental feedback.
  

Business

• Benchmarking your call centre using key performance indicators.
• Understanding how to identify a strategy and set objectives for your call centre by looking at 6 of the main call centre strategies.
  

Service

• Managing and measuring the calls you receive to ensure high service standards.
• Managing customer expectations by understanding the importance of customer relationship management.
• Current contact centre technology – what’s out there and what does it do?
  

Benefits for Attendee & Company

• A more ‘customer focussed’ service delivery
• The confidence to stimulate high morale in your team and the highest output for your customers
  

Costs / Duration and Location

• The cost of this training course is £840 + VAT
• The duration is 2 days
• Various locations throughout the UK, contact us for further information