Call Centre and Helpdesk Training for Managers

Programme objectives
To develop participants call centre management expertise so they can enable their team to make a greater contribution to operational performance.

By the end of the course participants will be have gained the following knowledge and skills:

❖understanding the role of the call center and contact centre manager
❖setting strategy, service level agreements and key performance indicators
❖using MIS as a reporting tool, forecasting and scheduling
❖building your core team – why you need colleagues you can rely upon
❖attracting and retaining applicants through best practice/best fit techniques
❖assessing your call or contact centre/help desk for training requirements
❖setting up ongoing call centre coaching and reinforcement programmes
❖tried and tested methods for increasing staff engagement and motivation
❖reviewing core leadership and management skills to ‘walk the talk’
❖trouble shooting performance problems, managing sickness and staff turnover