Call Centre Training

Fundamentals of a call centre

• Creating a call centre
• Discuss fundamentals of call centre
• Call centre benefits
• Functions of a call centre
• Set up call centre

Call Centre Technology

• Information and service technology
• Select automatic call distributors
• Understand benefits of skill-based routing
• Choose technologies to monitor and manage calls
• Call load
• Call staffing
• Forecast volume of calls
• Forecast call staffing

Motivation employees and monitoring

• Motivate employees
• Find ways to motivate employees
• Implement techniques for motivating employees
• Communicate with employees
• Understand guidelines for communication
• Conduct meeting with staff
• Provide feedback to employees
• Performance evaluation of employees
• Select methods for employee performance evaluation
• Work with average employees
• Monitoring tools for employees
• Methods for monitoring employees
• Establish a monitoring system

Management of employees

• Reducing turnover
• Reasons for turnover
• Make plans to reduce turnover
• Management of stress
• Common causes of stress
• Stress reducing activities
• Plan training program

Management of customers

• Expectations of customers
• Present good image of company
• Understand why customers hang up
• Management of relationship with customers
• Maintain voice response unit

Management for providing excellent service

• Set levels for service
• Define service level
• Calculate rostered staff factor
• Pooling principle
• Identify practices for scheduling
• Get approval for new scheduling system
• Analyse reports
• Determine significant reports
• Assess performance from reports

Providing information to executives

• What information do executives need?
• Understand working knowledge of executives
• Communicate with executives
• Guidelines for communication
• Pitfalls in communication
• Organize process for reporting