Call Centre and Helpdesk Training for Managers
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The trainer was very well represented and knowledgable.
← | →
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A very good course with many good ideas to take away.
← | →
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I enjoyed the role play exercises and I never expected to.
← | →
Course
Inhouse
Description
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Type
Course
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Methodology
Inhouse
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Duration
2 Days
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Start date
Different dates available
Whether you already manage a call centre, contact centre or help desk or are setting up- we can help you to optimise performance and increase productivity.
This training programme is typically delivered in English.
Translators can be provided at an additional cost. In order to ensure that there is a good balance of theory, discussion and practical work this course requires a minimum of 6 and a maximum of 12 delegates.
Smaller and larger groups may be accommodated, subject to further discussion. Please contact dancinglion for more information.
Facilities
Location
Start date
Start date
About this course
This course is an excellent tool for increasing call centre knowledge and management skills. The range of topics, tailored skills practice exercises using ‘real life’ scenarios brought by participants, style of training and individualized coaching will ensure all benefit.
Centre managers, help desk managers, supervisors, team leaders and call centre professionals.
Reviews
-
The trainer was very well represented and knowledgable.
← | →
-
A very good course with many good ideas to take away.
← | →
-
I enjoyed the role play exercises and I never expected to.
← | →
Course rating
Recommended
Centre rating
Help Desk manager
Call Centre manager
Call Centre consultant
Subjects
- Decision Making
- Telephone Skills
- Call Centre
- Customer Care
- Conflict Resolution
- Customer Service
- Communication Skills
- Organizational Skills
- Time management
- Communication Training
- Telephone answering
- Telephone management
- Telephone user support
Course programme
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
Call Centre and Helpdesk Training for Managers