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Quick Look Course Summary:Call Centre Management Course
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Next Public Course Date:
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Length: 1 day(s)
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Price (at your venue): 1 Person R 4,811 EX VAT 3 Person R 3,654 EX VAT 10 Person R 2,719 EX VAT
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Certification Type:Accredited
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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)
IMPORTANT ACTION: Do Not Wait To Improve Your Skills.
Book Now By Completing Online Booking Form / Customised Proposal or Obtain Approval For Your Already Received Customised Proposal
Frequently Asked Questions
Is this course accredited?
BOTI offers a mix of SETA-accredited, internationally-certified (VMEdu) and non-accredited skills-programme courses. Please confirm a specific course's accreditation status with us when you enquire. All delegates receive a certificate of completion.
Can this course be delivered in-house at our premises?
Yes. Every BOTI course can be delivered on-site at your offices anywhere in South Africa, or at a scheduled public venue, and can be customised to your team and industry.
How do I book or get a quote?
Use the enquiry form on this page for a tailored quote, or call 011 882 8853 / email [email protected]. The course length and next public course date are shown in the Quick Look summary.
Can this training count towards our B-BBEE scorecard?
Yes - skills development training can contribute to your B-BBEE scorecard, and where learnerships apply you may also access SETA grants and the Section 12H tax allowance. Ask us how to structure it for maximum points.
Do you tailor the training to our industry?
Yes. Our training is built around your business, using practical, real-world examples relevant to your team and sector.