This course is available as a in-company programme
and can be tailored to your specific needs. For
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CONTACT CENTRE MANAGEMENT Achieving A Professional Modern
Management Approach
Who Should Attend And Why
This three-day event is designed to enable participants
to examine and develop the skill sets required to be effective
and professional as a Contact Centre Manager.
By The End Of The Workshop Participants
Will Be Able To:
List the critical
success factors in the role of Contact 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 Contact Centre Performance in Business
Terms
reporting success
summary reports
recognising development opportunities
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