Quick Look Course Summary:Call Centre Management Course
  • Next Public Course Date:

  • Length: 1 day(s)

  • Price (at your venue): 1 Person R 3,982.50 EX VAT 3 Person R 2,729.81 EX VAT 10 Person R 1,885.40 EX VAT

  • Certification Type:Accredited

  • Locations & Venues: Off-site or in-house. We train in all major city centres throughout South Africa.

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Call Centre Management Course: Introduction

The turnover rate in call centres is high. This is partly due to bad training in customer care, inefficiency on the part of the agent – through no fault of their own, they are simply not empowered to make decisions and most importantly – abusive customers. We strongly urge companies with call centres to train, train, train their call centre personnel and then train them some more. With our course on call centre management, we deal with abusive clients and give participants the tools to defuse situations. We also look at management and how to empower employees to solve the customers needs.

Call Centre Management Course :Course Outline

1. Call Centre Fundamentals
Establishing a call centre
Setting up the call centre

2. Call Centre Technology
Service and information technology
Call load and staffing

3. Employee Motivation and Monitoring
Employee motivation
Communication with employees
Employee performance evaluation
Employee monitoring tools

4. Employee Management
Reduce turnover
Stress management
Training

5. Customer Management
Customer expectations
Customer relationship management

6. Managing for Excellent Service
Setting service levels
Achieving service levels
Analyzing reports

7. Communicating Information to Executives
Information that executives need
Communicate with executives

Call Centre Management Course: Course Duration

1 day/s

Who should attend: Call Centre Management Course

This is a managerial course for call centre managers.

**Quote does not include Any Exam Fees (if applicable)

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