CALL CENTRE MANAGEMENT - Achieving A Professional Modern Man

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