Call Centre and Helpdesk Training for Managers

dancing lion training & consultancy
In company
3 opiniões

£337 - (R$1.438)

Informação importante

  • Curso
  • In company
  • Duração:
    2 Days
  • Quando:
    à escolha
Descrição


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.

Informação importante
Quais são os objetivos da formação?


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.

Esta formação é para mim?


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

Requisitos:

Instalações

Instalações e datas

Início Localização
à escolha
Inhouse

Opiniões

C

01/02/2015
O melhor I enjoyed the role play exercises and I never expected to.

A melhorar Everything was positive.

Curso realizado: Fevereiro 2015 | Recomendarías este centro? Sí.
C

18/07/2016
O melhor A very good course with many good ideas to take away.

A melhorar Nothing.

Curso realizado: Julho 2016 | Recomendarías este centro? Sí.
H

10/08/2016
O melhor The trainer was very well represented and knowledgable.

A melhorar Everything OK.

Curso realizado: Agosto 2016 | Recomendarías este centro? Sí.

O que se aprende nesse curso?

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

Programa

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