Call Centre Management Training | Best Practice Training

Course Introduction

Managing a Call Centre is considered as an art as well as a skill. Call Centre Management course enables the delegate to make the best use of resources available, understand reports and plan for future activity of the call centre. Every business offers a set of products and services for their customer base required to understand the importance of call centre management. During this course, learn how to keep the team motivated and contributed towards the success of the call centre by meeting objectives. Healthy customer relationships are the backbone of every business. Every business nowadays requires having high-quality service for the customers. Call centres are essential for creating healthy and maintaining positive relationships with customers. The major focus of this course is to provide you knowledge regarding various aspects of call centres.

Call Center Training

Overview
Course Content
What's Included

Call Centre Management Training is a one-day course that provides delegates with the knowledge and skills required to use the available resources and plan for future activities effectively. The course includes planning and managing call-centre resources, providing feedback, encouraging the team, meeting organisational goals, quality service and integrity and many more. The delegates will learn how to prepare effective management reports and achieve the maximum out of call monitoring technology.

Course Content

Plan and manage the resources of call-centre

Make maximum use of resources
Review the timings

Provide feedback and encourage

Give feedback to supervisors and team leaders
Giving incentives to the groups and teams working well within call centre
Support team leaders and supervisors
Listen to ideas and thoughts of other staff members

Develop and meet the performance goals

Agree on viewpoint and goals with management team
Convey objectives of the company by answering calls

Evaluate call handling concerning sales

Telephone courtesies
Telephone protocols and measurements
Coaching for listening effectively
Set goals and targets that can be achieved
Deal with underachievers
Offer support

Understand standards for call waiting and expectations of customers

Agree and mentor interactions of customers incorporate style
Agree and implement call answering and waiting standards

Use downtime and outgoing call management

Use downtimes effectively
Handle outgoing calls
Make callbacks

Make maximum use of resources
Review the timings
Cold calling
Calling for sales
Handle requests for the third party

Provide the best support and develop management skills of leaders, supervisors and staff members

Growing own people
Vision and consistency
Empowerment and delegation

Quality service and integrity

Keeping staff motivated
Set standards
Coach and mentor of quality
Provide quality service to the customers
Empower frontline staff

Do's and Don'ts

What can go wrong?
Five Golden rules for call centre manager
Don'ts for call centre manager

React and plan for bottlenecks

Look at switching duties
Overrun calls to specialist groups

What's Included

Tutor Support

Certificate

Refreshment

Prerequisites

The delegates must have a basic understanding of what call centre is, how calls are done in a call centre and essential terminology of the call centre. Moreover, the delegates must be proficient in English as a high level of fluency is required.

Target Audience

This course is also ideal for the following audience:

Supervisors
Managers
Executives
Team leaders
Staff members

Delegates Will Learn How To

Plan practical use of resources available within the call centre
Make efficient use of busy times to get the best performance
Develop strategies to motivate call centre team
Prepare management reports effectively
React and plan for the bottlenecks in advance
Give better feedback to call centre agents
Set goals and targets
Provide better support and develop management skills of lead agents, supervisors and team leaders

Training Solutions at Your Convenience

Our objective has always been to address and resolve the problems of our learners in an efficient manner and improve their learning prospects. We are accustomed in providing training courses as per our learner’s convenience. We love every opportunity to use our experience to resolve difficulties confronted by learners.

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Key Points

Duration: 1 Day*

Tutor Support

Certificate

Refreshment

Call Center Training

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Online Instructor-led(Virtual)

Best Selling Course

Fri

Dec

2024

£995

Duration: 1 Day

Optional add-ons

6 Months Access - £219

Extend your access to match your schedule.

1 Year Access - £439

Give yourself as much time as you need to complete the course

Call Center Training

40 Hours (on average)

90 Days Access

40 Hours (on average)

Course Price

£1095
add-ons Price

£0
Sub-Total

£1095

Upon purchase you will receive a password via the email you used to purchase the course.

You will then be able to login to our online learning platform with your email and password.

You will have access to the platform for 90 days from the date of purchase.

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Video Conferencing

We provide the best web conferencing platform(s) to facilitate our learners to enhance their communication with the instructor.

Digital Whiteboards

Our courses include the real-time demonstration of figures, diagrams and other interactive material through digital whiteboards.

Instant Messaging

During the Virtual Classroom session, learners can raise their queries through instant messaging and follow up on their doubts.

Participation Controls

Through participating effectively in training, individuals can easily discuss their views, mute their surroundings and virtually "raise" their hands.

Features of Our Virtual Classroom Courses

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Get Certification

Upon finishing the course, you will get the completion certificate validating your learning.

Call Center Training

£ 1095 £ 1045

Benefits of Attending Our Online Courses

We provide a variety of certification programmes or courses for individuals to master a skill set and pursue a full-time career in management, IT, or other domains through the online method to provide them with the convenience of learning. Our dedicated staff works tirelessly to assure the availability of courses with eminence quality that's not found anywhere with benefits like:

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We provide onsite courses modified according to our client's organisational needs.

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Onsite training helps you to reduce travelling and venue expenses.

Learn in Familiar Surroundings

Training at your convenient place can be ideal for learning new skills.

Team Building Opportunity

Attending onsite training with your team can help to improve your team dynamics tremendously.

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