Call Centre Management
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1 Day |
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| Learning Method: |
Instructor Led |
Overview: |
| Manage an inbound call center, measure quality and performance, and motivate call center staff.
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Module 1: Call center fundamentals |
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- 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
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Module 2: Call center technology |
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- 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
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Module 3: Employee motivation and monitoring |
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- 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
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Module 4: Employee management |
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- 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
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Module 5: Customer management |
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- 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
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Module 6: Managing for excellent service |
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- 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
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Module 7: Communicating information to executives |
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- 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
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| Course Ratings | | Averaged from 124 responses. | | Instructor's Knowledge |  | | Training Quality |  | | Training Objectives |  | | Training Overall | | | Courseware Quality | |
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| Extraordinary |  | | Great |  | | Good |  | | Average |  | | Poor |  |
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