Call Centre and Helpdesk Training for Managers

dancing lion training & consultancy
In company
3 opinioni

£ 337 - (400 )
IVA inc.

Informazione importanti

  • Corso
  • In company
  • Durata:
    2 Days
  • Quando:
    Da definire
Descrizione


Whether you already manage a call centre, contact centre or help desk or are setting up- we can help you to optimise performance and increase productivity.

This training programme is typically delivered in English.
Translators can be provided at an additional cost.

Informazione importanti
Quali sono gli obiettivi della formazione?


This course is an excellent tool for increasing call centre knowledge and management skills. The range of topics, tailored skills practice exercises using ‘real life’ scenarios brought by participants, style of training and individualized coaching will ensure all benefit.

È la formazione giusta per me?


Centre managers, help desk managers, supervisors, team leaders and call centre professionals.

Requisiti:

Sedi

Dove e quando

Inizio Luogo
Da definire
Inhouse

Opinioni

C

01/02/2015
Il meglio I enjoyed the role play exercises and I never expected to.

Da migliorare Everything was positive.

Corso realizzato: Febbraio 2015 | Recomendarías este centro? Sí.
C

18/07/2016
Il meglio A very good course with many good ideas to take away.

Da migliorare Nothing.

Corso realizzato: Luglio 2016 | Recomendarías este centro? Sí.
H

10/08/2016
Il meglio The trainer was very well represented and knowledgable.

Da migliorare Everything OK.

Corso realizzato: Agosto 2016 | Recomendarías este centro? Sí.

Cosa impari in questo corso?

Decision Making
Telephone Skills
Call Centre
Customer Care
Conflict Resolution
Customer Service
Communication Skills
Organizational Skills
Time management
Communication Training
Telephone answering
Telephone management
Telephone user support
Call Centre
Conflict Resolution

Programma

Programme objectives
To develop participants call centre management expertise so they can enable their team to make a greater contribution to operational performance.

By the end of the course participants will be have gained the following knowledge and skills:

❖understanding the role of the call center and contact centre manager
❖setting strategy, service level agreements and key performance indicators
❖using MIS as a reporting tool, forecasting and scheduling
❖building your core team – why you need colleagues you can rely upon
❖attracting and retaining applicants through best practice/best fit techniques
❖assessing your call or contact centre/help desk for training requirements
❖setting up ongoing call centre coaching and reinforcement programmes
❖tried and tested methods for increasing staff engagement and motivation
❖reviewing core leadership and management skills to ‘walk the talk’
❖trouble shooting performance problems, managing sickness and staff turnover