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Call Centre Management Training

1 day - private courses from £825 + vat

Managing a call centre effectively is as much of an art as it is a skill. This foundation Call Centre Management training course gives you an opportunity to look at the best use of resources, understanding reports and planning for future activity. We look at how to keep your team motivated, well trained and able to contribute towards the success of the overall operation. We review the effective running of this key department within a customer focused environment while both providing quality service and increasing revenue.

Call Centre Management Course Objectives

At the end of this Call Centre Management training course delegates will be able to demonstrate a better understanding of how to:

Plan an effective use of resources within a call centre
Use busy times and quiet times to achieve best performance
Develop and motivate a call centre team
Get the most out of call monitoring technology and prepare effective management reports
React to and plan for operational bottlenecks
Give meaningful feedback to call-centre agents and set achievable goals and targets
Provide effective support and develop the management skills of Team Leaders, Lead Agents and Supervisors

Call Centre Management Course Content

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 “down times” 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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