Effectively Managing People in the High Performance CALL CEN

Benefits to you:


• Understanding what makes a successful call centre


• Overcoming the challenges of call centre management


• Sustaining performance through an effective staff recruitment process and development programme


• Setting realistic goals and objectives and incentivising staff to meet them


• Knowing how to build high performance teams


• Keeping staff motivated and appraised for individual job satisfaction and retention


• Monitoring customer service and satisfaction with key measurement tools


• Improving your own leadership skills and using them to maintain excellent call centre performance




Who should attend?


Managers and team leaders wanting to improve their individual leadership skills and abilities, build successful teams and benefit from high


performance call centres.