Call Center Management Course  
  AIM:
To develop managerial and high level supervisory skills of current or future call center managers

LEVEL : Advance

WHO SHOULD ATTEND:
Team leaders, Supervisors and Managers to manage and lead the operations of a call center. Covers principles and concepts of call center leadership as well.

BENEFITS TO BUSINESS:
As a result of attending these programs, call center managers will be able to align their team’s performance and processes to the needs of the business, and develop a strategic view of their operations

COURSE DURATION: 5 DAYS

TOPICS COVERED

  
  Call center strategies and planning  
  Processes and activities  
  Human resources issues  
  Technology  
  Quality monitoring  
  Staffing and Scheduling  
  Measurements and Benchmarking  
  Customer satisfaction  
  Motivation, Coaching and feedback  
  Problem solving techniques  
  Implementing a quality lifecycle process  
  Call center budgeting and finance  
  Performance measurement and management systems  
  Workforce management  
  Work based Project assignment to assess learnings  
 

 

CERTIFICATION: Competence

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