Effective Call Centre Management
(A two-day programme)
This programme is ideal for Team Leaders or
Managers who are new to the industry as well as for experienced management teams
who wish to enhance existing skills or monitor why their Call Centre is
operating successfully so that effective skills can be maintained in the future.
The programme is practical, includes
extensive delegate participation and group discussions and is adapted to suit
the requirements of each delegate or group. Provision is made to examine, on a
group or one-on-one basis, relevant and individual examples of effective
solutions for difficulties with objections from the public, difficult calls,
inter-personal relationships or other difficulties with staff found in the
specific Call Centres which delegates represent.
The objective of the training is to provide
practical ideas and skills relating to management and communication, which will
equip delegates to successfully establish and manage a Call Centre.
Programme Content:
- What are the challenges presented by a
Call Centre and why are specific skills required for a Call Centre to
function efficiently and effectively?
- Recruitment and staff selection tips and a
discussion of what qualities and skills are the most important to be able to
work as a successful Call Centre Operator or perform other job functions in
a Call Centre?
- What Call Centre environment is most
conducive to productivity and providing client service excellence?
- A look at how callers generally perceive a Call Centre and what caller's
generally demand when they call a Call Centre.
- An overview of effective communication skills which successful Call
Centre operators should use and ideas on how to monitor the performance of
Call Centre operators on a day-to-day basis to ensure that they are utilising the most productive techniques during every conversation.
- How to ensure that Call Centre Operators keep conversations short and
concise yet warm, productive and positive and how to ensure that Call Centre
Operators do not become de-motivated because they are being pressurised to
take the maximum number of calls in a day.
- How to assist Call Centre Operators to deal with objections, complaints
and challenging calls in the most efficient, effective, productive and
positive way at all times.
- How to assist the entire Call Centre team to use advanced service
excellence and sales orientated techniques during encounters with both
internal and external clients.
- Stress management skills and some tips that will assist the entire Call
Centre team to become or remain self-motivated even when they are having a
less successful day or the pressure is mounting.
- Incentive plans for Call Centre Operators.
- How to cultivate and maintain a consistent
team effort in the Call Centre.
- What qualities and skills are the most
important to be able to be a successful Call Centre Team Leader or Manager?
- How to ensure that there is a positive long-term relationship with other
departments in the company and how to obtain co-operation with internal
clients who do not work in the Call Centre.
- Effective training strategies for maintaining skills used by Call Centre
Staff.
Programme Originator:
Renett Estelle Grové
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