Managing an Effective Call Centre Team – Duration 1 Day
Aim:
For those looking to develop their managerial skills within a call centre setting this course will allow you to understand how to keep your team motivated, well trained and able to contribute towards the success of the overall operation.
Call Centre Resources
Making best use of resources and staff (including opening hours and shift patterns)
Setting and Getting Performance Objectives
- Agreeing on vision and objectives with management team
- Conveying company objectives in call answering and call back performance
Customer Expectations
- Agreeing and monitoring style of customer interactions
- Agreeing and monitoring call waiting standards
Down Time
Making use of quiet spells, handling outgoing calls, making call backs, cold calling and sales calls, handling calls for third party organisations
Customer Service through Management
- Getting your team to ‘buy in’ to company products and services
- Setting and maintaining standards
- Coaching and Mentoring of performance quality
Feedback and Reward
- How to feedback to supervisors, team leaders and individuals, providing incentives
- Supporting supervisors, team leaders and lead agents
- Listening to front line staff and providing recognition
Evaluating Call Handling
- Assessing and developing selling techniques
- Coaching for effective listening
- Setting SMART goals
- Dealing with underachievers
Supporting Team Leaders, Supervisors and Lead Agents
Delegation and empowerment
Develop Action Plan
What now…new messages and visions putting this across to the call centre team,
Objectives:
Delegates will be able to
- Make effective use of time and resources within a call centre
- Develop and motivate a call centre team
- Prepare effective management reports and get the most out of technology
- Give meaningful feedback to agents and set and achieve SMART targets
Assessment & Certification:
Internal company assessment and certification
Duration
1 Day