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| Call Center Supervisory
Course |
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AIM:
Helps to develop the skills of the supervisors to add value to job
performance and enable them to exceed customer expectations.
LEVEL : Advance
WHO SHOULD ATTEND:
Call center supervisors, Customer service supervisors, Help desk
supervisors
BENEFITS TO BUSINESS:
Delegates learn how to improve team results, develop employees more
effectively and deliver a consistent message to agents -- especially
when
implemented as part of an on-going call quality program. Students
gain
many benefits including increased job satisfaction, a sense of
accomplishment through improved and actionable feedback, and an
increased ability to satisfy the customer.
COURSE DURATION: 5 DAYS
TOPICS COVERED |
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Understanding call center operations and performance |
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Customer service and phone etiquette best practices |
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Coaching and motivating agents to maximize productivity |
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Building agent morale |
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Optimizing call monitoring results and feedback |
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Measuring call center performance |
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Operational Skills
Part 1 – the team
Call Traffic
Breaks & Attendance Management
Enforcement of Company Policy
File Checks & Formats
Part 2 – the on-job training
Training Responsibilities
Training Overview
Learned Behaviors
Training Methods
Monitoring CSRs for Coaching and Evaluation Purposes
Tools for Monitoring Call Traffic and CSRs
Part3 – Client Interaction
Changes to Client Information or Instructions
Client Complaints
Part4 – Troubleshooting Techniques
Problems with dispatching messages
Option Page Information
Problems Receiving Client Calls
Call forwarding information
Part 5 – Technical Information
System Information
Monitoring System Operation
DP Drive Status Information
View File Status
Display Segments
Event Log
System Restarts
Reporting System Problems
Split Groups
Power Failure
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· Certification and competency evaluation and test |
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CERTIFICATION: : Competence
Click
here if you want to book a course |
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