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 Centre Management Training

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

Tutor Support

Certificate

Certificate

Refreshment

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.

Call Centre Management Training Training Calender

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Bournemouth

Best Selling Course in Bournemouth

Fri

28

May

2021

£2195

Duration:

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Cambridge

Best Selling Course in Cambridge

Fri

28

May

2021

£1995

Duration:

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London

Best Selling Course in London

Fri

28

May

2021

£1795

Duration:

course-virtual

Birmingham

Best Selling Course in Birmingham

Fri

28

May

2021

£1795

Duration:

course-virtual

Manchester

Best Selling Course in Manchester

Fri

28

May

2021

£1795

Duration:

course-virtual

Online Instructor-led(Virtual)

Best Selling Course

Fri

14

May

2021

£795

Duration:

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Online Instructor-led(Virtual)

Best Selling Course

Fri

11

Jun

2021

£795

Duration:

course-virtual

Online Instructor-led(Virtual)

Best Selling Course

Fri

09

Jul

2021

£795

Duration:

course-virtual

Online Instructor-led(Virtual)

Best Selling Course

Fri

13

Aug

2021

£795

Duration:

course-virtual

Online Instructor-led(Virtual)

Best Selling Course

Fri

10

Sep

2021

£795

Duration:

Call Centre Management Training

hours

40 Hours (on average)

days

90 Days Access

administration

40 Hours (on average)

  • Course Price

    £1095

  • add-ons Price

    £0

  • Sub-Total

    £1095

foundation-call Enquire Now

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

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

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

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Call Centre Management Training

£ 1095 £ 1045

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

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