Your Call Centre/Customer Experience Implementation Partner

Essential Planning and Operational Skills for Contact Centre Managers

2 Day Course

February 14-15, 2018

Essential Planning and Operational Skills for Contact Centre Managers

What would it be worth for you to:-

  • Control costs and maximize returns
  • Meet and exceed your customer's expectations
  • Improve staff performance in the context of an ongoing development plan
  • Reduce errors and re-work and re-capture lost customers
  • Focus on the right KPIs for your situation

Attend this workshop to learn proven ways to

  • Understand the main call centre concepts and principles
  • Choose the optimum service level and response time for your call centre
  • Calculate work load and plan resources accordingly
  • Cope with and minimize staff shrinkage
  • Prepare budgets and present them to senior management in order to achieve your goals
  • Manage and operate the call centre effectively and efficiently
  • Generate the right type of reports for senior management that give a true picture of what is happening in the call centre

Course Outline

Understanding Call Centres

  • The Call Centre Manager's Role
  • Characteristics of The Regional Call Centre Market

The Planning Process

  • Setting Targets
  • Collecting Relevant Data
  • Forecasting
  • Useful Tools
  • Staffing
  • Scheduling
  • Budgeting

Operational Best Practice

  • Real Time Management
  • Contingency Planning
  • Performance Management

Ongoing Improvement

  • Effectiveness
  • Efficiency
  • Quality Considerations
  • Continuous Development
Limited Places
Note : 3 Registration For Any Single Programme
Earns 10% Discount
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