Call Centre Management Training

Managing a call centre effectively is as much of an art as it is a skill. This Foundation Call Centre Management training course gives you an opportunity to look at the best use of resources, understanding reports and planning for future activity.

We look at how to keep your team motivated, well trained and able to contribute towards the success of the overall operation. We review the effective running of this key department within a customer focused environment while both providing quality service and increasing revenue.

We run this Management training course privately for your business at a location and on dates to suit you. Please call +44 (0)1273 622272 to discuss your needs.

Course Objectives

At the end of this Call Centre Management training course delegates will be able to demonstrate a better understanding of how to:

Plan an effective use of resources within a call centre
Use busy times and quiet times to achieve best performance
Develop and motivate a call centre team
Get the most out of call monitoring technology and prepare effective management reports
React to and plan for operational bottlenecks
Give meaningful feedback to call-centre agents and set achievable goals and targets
Provide effective support and develop the management skills of Team Leaders, Lead Agents and Supervisors

Who is this course for?

Delegates should be a Manager or Prospective Manager, Supervisor or Lead Agent within a Telephone sales or Call Centre Environment.

Plan and manage call-centre resources
Establish and meeting performance objectives
Understand Call Waiting standards and customer expectations
Using "Downtime" and outgoing call management
Quality service and integrity
React to and plan for operational bottlenecks
Providing feedback and encourage and reward commitment
Evaluating call handling in terms of sales and customer care training
Provide effective support and develop the management skills of Team Leaders, Lead Agents and Supervisors
Do’s and Don'ts
Review and Questions
Action Plan