Call Centre Management

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Duration: 1 Day Overview: Manage an inbound call center, measure quality and performance, and motivate call center staff. Outline: Expand All Module 1: Call center fundamentals Establishing a call center Discussing call center fundamentals Understanding the benefits of a call center Understanding the functions of a call center Setting up the call center Understanding the process Discussing initial considerations Module 2: Call center technology Service and information technology Selecting automatic call distributors Identifying the benefits of skill-based routing Choosing technologies to manage and monitor calls Call load and staffing Forecasting call volume and staffing Module 3: Employee motivation and monitoring Employee motivation Identifying ways to motivate employees Applying techniques for motivating employees Communication with employees Understanding communication guidelines Conducting a staff meeting Providing employee feedback Employee performance evaluation Selecting criteria for employee performance Working with a below-average employee Employee monitoring tools Identifying methods for monitoring employees Establishing a monitoring system Module 4: Employee management Reduce turnover Identifying the reasons for turnover Establishing plans to reduce turnover Calculating hiring numbers based on churn rates Stress management Identifying common causes of stress Identifying stress-reducing activities Training Planning a training program Sequencing the steps in a training program Module 5: Customer management Customer expectations Presenting a positive company image Determining why customers hang up Customer relationship management Identifying the relationship management process Maintaining a voice response unit Module 6: Managing for excellent service Setting service levels Defining the service level Calculating rostered staff factor Identifying the pooling principle Achieving service levels Identifying scheduling practices Getting approval for a new scheduling system Analyzing reports Determining significant reports Assessing performance from reports Module 7: Communicating information to executives Information that executives need Identifying realities that executives should know Determining the working knowledge of executives Communicate with executives Identifying guidelines for communication Identifying pitfalls in communication Organizing reporting process