Call Centre Management

loading..
(Course eligible for SATVs)

loading..

Manage an inbound call center, measure quality and performance, and motivate call center staff.

  • 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

  • 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

  • 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

  • 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

  • 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

  • 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

  • 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

The typical students of this course will be managers, supervisors, or team leaders who need to learn effective call centre management 

After completing this course, students will be able to:

  • Identify the functions of a cell centre and the process for setting up a call centre.
  • Identify the categories of ACD, technologies to monitor your employees, the benefits of skill-based routing, and determine call load and staffing.
  • Motivate employees, communicate effectively with employees, evaluate employee performance, and identify methods for monitoring employees. 
  • Reduce employee turnover, manage stress, and train employees. 
  • Identify customer expectations and manage customer relationships.  
  • Set and achieve service levels, and use reports.
  • Identify the information that executives need and learn how to communicate with them 

Register

Traditional Classroom   

    Show all

    Traditional Classroom   

      Show all

      Traditional Classroom   

        Show all

        Traditional Classroom   

          Show all

          OnlineLive   

            Show all

            Connected Classroom   

              Show all

              Connected Classroom   

                Show all

                Connected Classroom   

                  Show all

                  Connected Classroom   

                    Show all

                    Flexible Mentored Learning   

                      Show all

                      Flexible Mentored Learning   

                        Show all

                        Flexible Mentored Learning   

                          Show all

                          Flexible Mentored Learning   

                            Show all

                            Not currently scheduled

                            Fast track the availability of this course.
                            Add to watch list or call 1300 794 006.

                            Need your team upskilled?
                            Request a Quote

                            blah is false
                            top