Call Centre Management course

INTRODUCTION

Teaching delegates to successfully establish and manage a call centre. Using the technology available to you, monitoring and motivating and managing call centre staff, managing customer relations and expectations, managing service levels, and Communicating with executives.

DURATION OF THE CALL CENTRE MANAGEMENT COURSE

One full day.

WHO SHOULD ATTEND THIS COURSE?

Anyone who needs to set up and run a call centre. Call centre managers and supervisors.

COURSE DATES

We do not have workshops currently, but only provide on site training customized to your needs

PRICING

The cost for on-site training is R10,000 per day. Maximum 15 delegates for computer training and 30 delegates for soft skills training. For individual course, see our elearning platform.

OUTLINE

Unit 1: Call centre fundamentals

Topic A: Establishing a call centre

Topic B: Setting up the call centre

Unit 2: Call centre technology

Topic A: Service and information technology

Topic B: Call load and staffing

Unit 3: Employee motivation and monitoring

Topic A: Employee motivation

Topic B: Communication with employees

Topic C: Employee performance evaluation

Topic D: Employee monitoring tools

Unit 4: Employee management

Topic A: Reduce turnover

Topic B: Stress management

Topic C: Training

Unit 5: Customer management

Topic A: Customer expectations

Topic B: Customer relationship management

Unit 6: Managing for excellent service

Topic A: Setting service levels

Topic B: Achieving service levels

Topic C: Analysing reports

Unit 7: Communicating information to executives

Topic A: Information that executives need

Topic B: Communicate with executives

 

 

 

Empower Yourself - BOOK NOW!

Call Centre Management course

Address:

Unit 11, Block 2
Falcon Crest Office Park
142 South Street
Die Hoewes
Centurion
South Africa

Contact Details:

Call Centre Management course



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Everyone can rise above their circumstances and achieve success
if they are dedicated to and passionate about what they do
Nelson Mandela