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.
One full day.
Anyone who needs to set up and run a call centre. Call centre managers and supervisors.
We do not have workshops currently, but only provide on site training customized to your needs
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.
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