Plan and manage call-centre resources

• Utilising resources and staffing to maximum advantages
• Reviewing opening times and shift work patterns

Establish and meeting performance objectives

• Agreeing vision and objectives with the management team
• Conveying company objectives in terms of call answering and call back performances

Understand Call Waiting standards and customer expectations

• Agreeing and mentoring corporate style of customer interactions
• Agreeing and implementing call waiting and answering standards

Using "Downtime" and outgoing call management

• Making best use of “downtimes” and quiet periods
• Handling outgoing calls and making “call-backs”
• Cold calling and sales calls
• Handling calls for third party organisations

Quality service and integrity

• Keeping staff motivated
• Obtaining “Buy-in” from team members to identify with and support company products and services
• Setting standards
• Coaching and mentoring of quality
• Providing quality consistent customer service
• Empowering your front line staff

React to and plan for operational bottlenecks

• Looking at switching duties
• Overflowing calls to specialist groups

Providing feedback and encourage and reward commitment

• Feeding back to supervisors, team leaders and individuals
• Incentivizing and the competitive edge of groups and teams within the call centre
• Supporting the supervisors, team leaders and lead agents with their feedback
• Listening to creative thoughts and ideas of front line staff and following through by giving staff recognition

Evaluating call handling in terms of sales and customer care training

• Telephone courtesies and protocol and its measurement
• Telephone selling techniques and its measurement
• Coaching for effective listening
• Setting achievable goals and targets
• Training needs analysis for routine and specific team member development
• Dealing with underachievers
• Offering support and enthusiasm

Provide effective support and develop the management skills of Team Leaders, Lead Agents and Supervisors

• “Growing your own people”
• Consistency and vision
• Delegation and empowerment

Do's and Don'ts

• Where can it go wrong?
• What are the top “Five Golden Rules” what you should be guided by as a call Centre manager
• What should you not do as a Call Centre Manager?

Review and Questions

Action Plan

• What new messages or vision should I now include in my teams business plan?
• How can I put this across to my call centre team?
• How can I put this across to my boss and my management group?
• What do I need to do to enhance my effectiveness and performance in managing my call centre?
• When can I achieve this?
• Who can help me with this project?

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