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
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