Call Centre Management Upskilling
Are you interested in improving your call centre management skillset? We can help.
We're a training company with more than 20 years' experience in delivering high-quality, results-focussed training content, and we've recently developed an effective and practical training course in call centre management.
Over the course of six weekly sessions, our programme will help you further develop the skills and competencies required to effectively manage a busy, modern call centre environment. The main areas we will cover are people, processes, technology and environment. The management of a call centre is the ability to hone these areas into a coherent shape to enable effective forward movement while managing to meet today's business and customer needs.
This course consists of 6 events (1 a week for 6 weeks), each lasting 2 3/4 hours and consisting of lecture and interactive debate, comparing and contrasting views and ideas about running a modern call centre. The course deals with four domains affecting the delivery of customer service: marketing, sales, account administration and technical support at a distance. There's more specific information on times and dates below.
Here at Optimum Results, we improve the performance of organisations through improving the performance of people, so we will provide you with the skills, perspectives and expertise you need to maximise the performance of your call centre.
We are dedicated to improving the business performance of our clients. Join us and you'll see how we accomplish that.
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Our Professional Development Course Will Cover The Following Areas:
Recruitment and Selection:
In this section you will cover designing a job spec, a personnel spec, implementing incentives and assessments, and identifying the appropriate skills, knowledge and identity to the appropriate tasks.
From Applicant to Staff:
This section will cover induction, nesting and training, managing performance, team building, professional development and role changes.
Processes are what you do to get things done! This section includes scripts or call flows, work flows and management structures, training, HR and managing meetings. We cover the management of day-to-day call centre activity, right down to the detail of how each member of staff is communicated with and how often.
This section will cover how to choose the most appropriate tools for a given job to maximise your own and your staff's efficiency in the day-to-day tasks facing a busy customer service environment.
Environment covers the detail of where things are (and where things ought to be) in a working environment, as well as the affect different environmental aspects have on the effectiveness of people. Some of the areas within this section of study are noise, light and how factors such as these affect staff performance.
Environment is also the area in which we cover law and the call centre, and the impact both of internal and external politics on the staff in a contact centre.
The course will take place in our modern customised classroom space in The Business Centre, Blackthorn Business Park, Coe's Road, Dundalk, Co Louth (see map), starting the week beginning 14/09/2015.
Courses are available from either 14:00 to 16:45 or 18:00 to 20:45.
Contact us for information regarding cost, dates and availability.
We look forward to hearing from you.