Contact centre management

Achieving A Professional Modern Management Approach

Who Should Attend And Why

This three-day event is designed to enable participants to examine and develop the skill sets required to be effective and professional as a Contact Centre Manager.

By The End Of The Workshop Participants Will Be Able To:

List the critical success factors in the role of Contact Centre Manager

Define the competencies required for Call Handlers

Demonstrate the people management skills required to operate in a call centre environment

Work with business measures to produce and evaluate management reports and act on them effectively

Workshop Overview

Setting the Standards
defining the skills of a successful call handler
using appropriate recruitment techniques
defining call handling standards
appraising performance; rewarding "good" results; correcting substandard
performance

Performance Measures
managing staffing levels
planning for disaster recovery
monitoring "quantities" of calls; rating the quality of call handling

Managing People
motivating call handlers
retaining excellent staff
coaching skills
identifying training and development needs

Working with Technology
automatic call distribution
intranet/internet
case based reasoning tools

Forward Planning and Forecasting
analysing statistics
forecasting resources
managing a budget

Handling Escalated Calls/Issues and Complaints
reviewing customer complaints
changing processes to eliminate complaints

Managing the Back Office
allocating resources
automating routine tasks

Reporting on the Contact Centre Performance in Business Terms
reporting success
summary reports
recognising development opportunities