Call Centre Leadership

Call Centre Leadership - 3 Day Programme
Suitable For:
All Managers, Team Leaders and SupervisorsAll Managers, Team Leaders and Supervisors.
Overview: Managing in a Call Centre environment is both a rewarding and demanding role. Every day is different! A Call Centre Leader has to effectively manage their relationships with their colleagues, their teams and their customers. This3 dayprogramme has been specifically designed for those who hold a leadership role within a Call Centre. It focuses on the skills required to engage, inspire and develop those around you whilst maintaining exceptional levels of service to the customer. It is a highly interactive, fast-paced and enjoyable programme that has been designed, and will be delivered, by aCall Centre Specialist. A2 dayversion of this programme is also available. Outline:

• • Welcome, Introductions, Personal Goals
  • Understanding the Call Centre Environment
  • Acquiring and Retaining Customers
  • Managing Change within the Call Centre Industry
  • Using Call Centre Information to Maximum Effect
  • Call Centre Processes and Principles
  • Facilitating Continuous Improvement
  • Recruiting and Retaining the Right Staff
  • Facilitating a Call Centre Learning Environment
  • Principles of Planning and Forecasting
  • Dealing with Poor Performance of Call Centre Staff
  • Programme Review and Personal Action Planning

* A2 dayversion of this programme is also available.