TOOLS AND METHODS FOR CALL CENTER MANAGERS

The Resource Center for Customer Service Professionals LLC
Chicago, IL, United States

Course Format: Classroom | E-learning | Virtual Class | Online | On-site | Blended | Self-paced

Course Description:

'' This two day call center training course examines the many factors that can be controlled, and how to attack common call center ills. You’ll study the concepts of proper strategic organization, management science, and call center metrics. This course presents tools that will allow you to run your call center at its optimum level.

If you wish to be one of the best call center managers in the industry, this training course is for you.

Topics of study will include:

Having It All

Every effective call center has three key components: low cost, flawless service, and short wait time. You will learn how to integrate these three vital components into the existing plan of your call center.
The Role of the Call Center Manager

This training course explains the manager’s functions and roles. A clear job description helps separate truly effective managers from the rest of the pack. You will learn what tools are critical for every great call center manager.
Traits That Set You Apart

Be one of the best managers in the call center industry. You will learn the traits that will set you apart from the average manager, and then show you how to make these traits your own.
Effective Call Center

You will learn what is required to continuously run an effective call center operation at peak levels and how to instill that vision in all employees
Know What to Manage

Effective call center managers know what to manage and what to leave alone. You will learn what you and your team must manage to assure that your center is one of the best in your industry. Then you will understand what tools are required to acquire and sustain top-notch service.
Understand Business Life Styles

Short business life cycles have created unique challenges for modern call centers. You will study life cycles and the S-curve, and why its phases are crucial for an effective call center.
Call Center Types

Understand the five types of call centers and how the operation must be designed to support their unique demands.
The Team

Operational functions, from the customer all the way to the end product, will be analyzed. Operational and support roles will be defined so that the center can function as a successful team.
Team Communication

Contact center managers must share a clear vision. This requires concise terms and definitions. We will study the most commonly misused terms and how they undermine even the best call centers. Communication is critical to convert your center into the best in the business.
Knowing What Tools Are Essential

You will be taught what tools are critical for every call center manager. These tools allow the manager to assess the correctness, consistency, and capability of every aspect of the call center.
...''

Phone:(708) 246-0320

School Address:

The Resource Center for Customer Service Professionals LLC
PO Box 401, Western Springs, IL 60558, USA


Jobs & Resumes: Chicago
Houses & Roommates: Chicago

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