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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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