Further Details
CALL CENTRE MANAGEMENT - Achieving A Professional Modern Management Approach
By the end of the workshop participants will be able to:
List the critical success factors in the role of Call Centre Manager
Define the competencies required for Call Handlers
Demonstrate the people management skills required to operate in a call centre environment
Work with business measures to produce and evaluate management reports and act on them effectively
Workshop Overview:
Setting the Standards
defining the skills of a successful call handler
using appropriate recruitment techniques
defining call handling standards
appraising performance; rewarding “good” results; correcting substandard performance
Performance Measures
managing staffing levels
planning for disaster recovery
monitoring “quantities” of calls; rating the quality of call handling
Managing People
motivating call handlers
retaining excellent staff
coaching skills
identifying training and development needs
Working with Technology
automatic call distribution
intranet/internet
case based reasoning tools
Forward Planning and Forecasting
analysing statistics
forecasting resources
managing a budget
Handling Escalated Calls/Issues and Complaints
reviewing customer complaints
changing processes to eliminate complaints
Managing the Back Office
allocating resources
automating routine tasks
Reporting on the Call Centre Performance in Business Terms
reporting success
summary reports
recognising development opportunities
Guide price
£1095 (Also Run As In-House Tailored Workshop) |
