Call Centre Management

Course Overview:

Call centers now employ more people than the combined coal, motor and steel industries. Growth within the sector has exceeded 30% year on year. Providing a ‘customer focused’ delivery whilst managing the relationship between people, processes and technology is an increasing challenge. The need to optimize our call advisors and our awareness of technical issues is essential in order to develop an effective Customer Relationship Management Programme (CRMP). This course has been designed for those who wish to take a fresh look at their management roles within a call centre environment.

Course Objectives:

• How to identify the ‘people’ issues and offer solutions

• How to identify a strategy and objectives for your centre

• Gain an understanding of:

  • Current tele-technology

  • Process

  • Caller expectation and tolerances

• How to develop a value based CRM programme

Course Content:

• People: Identification, recruitment and selection, training and environmental influences

• Business: Benchmarking. Identifying strategy and objectives

• Leadership: Best practice , culture, process and resources

• Service: Call management and measurement, CRM philosophy. Contact centre technology and the web enabled call centre

Duration:

One Day