Quick Look Course Summary:Call Centre Management Course
Next Public Course Date:
Length: 1 day(s)
Price: 1 Person R 3,982.50 EX VAT 3 Person R 2,729.81 EX VAT 10 Person R 1,885.40 EX VAT
Locations & Venues: Off-site or in-house. We train in all major city centres throughout South Africa.
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
Communication with employees
Employee performance evaluation
Employee monitoring tools
4. Employee Management
5. Customer Management
Customer relationship management
6. Managing for Excellent Service
Setting service levels
Achieving service levels
7. Communicating Information to Executives
Information that executives need
Communicate with executives
Call Centre Management Course: Course Duration
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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