Call Center Training

During this course, learn how to keep the team motivated and contributed towards the success of the call centre by meeting objectives. Healthy customer relationships are the backbone of every business. 

Every business nowadays requires having high-quality service for the customers. Call centres are essential for creating healthy and maintaining positive relationships with customers. The major focus of this course is to provide you knowledge regarding various aspects of call centres.

Managing a Call Centre is considered as an art as well as a skill. Call Centre Management course enables the delegate to make the best use of resources available, understand reports and plan for future activity of the call centre. Every business offers a set of products and services for their customer base required to understand the importance of call centre management.

Overview

• Call Centre Management Training is a one-day course that provides delegates with the knowledge and skills required to use the available resources and plan for future activities effectively. The course includes planning and managing call-centre resources, providing feedback, encouraging the team, meeting organisational goals, quality service and integrity and many more. The delegates will learn how to prepare effective management reports and achieve the maximum out of call monitoring technology.

Course Content
Plan and manage the resources of call-centre

• Make maximum use of resources
• Review the timings

Provide feedback and encourage

• Give feedback to supervisors and team leaders
• Giving incentives to the groups and teams working well within call centre
• Support team leaders and supervisors
• Listen to ideas and thoughts of other staff members

Develop and meet the performance goals

• Agree on viewpoint and goals with management team
• Convey objectives of the company by answering calls

Prerequisites

• The delegates must have a basic understanding of what call centre is, how calls are done in a call centre and essential terminology of the call centre. Moreover, the delegates must be proficient in English as a high level of fluency is required.

Target Audience
This course is also ideal for the following audience:

• Supervisors
• Managers
• Executives
• Team leaders
• Staff members

Delegates Will Learn How To

• Plan practical use of resources available within the call centre
• Make efficient use of busy times to get the best performance
• Develop strategies to motivate call centre team
• Prepare management reports effectively
• React and plan for the bottlenecks in advance
• Give better feedback to call centre agents
• Set goals and targets
• Provide better support and develop management skills of lead agents, supervisors and team leaders