Call Centre Management

OVERVIEW
Today, Call Centres have explosively contributed to the growing business phenomenon, especially in the banking and finance industry, and become one of the profit-increasing management stratagems. To maintain the sustainable advantage that makes your call centre stand out to be the world-class, it is inevitable to have a systematic and organized approach that allows the management of call centre operation to focus on achievable goals and achieve the best possible results from available resources. This workshop focuses on topics like call centre management excellence, reinforcement and development of call centre leadership skills and attributes for leading and motivating call centre team performance.

WHO SHOULD ATTEND
Call Centre Managers and Supervisors

WHAT PARTICIPANTS WILL LEARN
  • To appreciate and define the appropriate business strategies that makes the world-class Call Centre
  • To understand the major roles and critical cycle in call centre management
  • To acquire the skills and knowledge for a successful call center manager
  • To build up a business driven quality assurance plan for the Call Centre operation


KEY CONTENTS
  • Linking business challenges to the success of Call Centre management
  • Creating a world-class Call Centre with value creation / differentiation strategies
  • Managing the Call Centre with successful tools and technology
  • Leading the Call Centre with effective staffing and competency models
  • Growing the Call Centre with quality assurance program


DURATION 2-days





Training & Consulting