CALL CENTER OPERATIONS MANAGEMENT FOR LEAD AGENTS

Who should attend?

This two-day workshop is designed for call center Lead Agents and will enable them to clarify their role in working with the agents and leadership team and to understand, manage and measure the key success factors for operating a world-class call center.

What will you learn?

Understand and use call management and forecasting data to provide world-class service levels to your customers. Staff and optimize agent levels for maximum performance and productivity. Use technology and automation to increase productivity and reduce costs. Hire, train and retain a professional call center team.

Key Learning Points

• Define and develop your role and goals to support your transformation to Lead Agent
• Increase productivity and reduce costs with effective management techniques
• Learn the benefits of developing employee capability
• Develop an action plan to improve customer service back on-the-job
• Explore the driving forces of incoming call arrival and the factors of caller tolerance
• Examine the appropriate application of technology and automation
• Learn the relationship of service level, staffing, trunking and agent productivity
• Apply real-time day-to-day strategies to manage call volumes and agent schedules
• Analyze call center performance: process, productivity and end-results measurements

Workshop Environment

This workshop is interactive and involves targeted exercises, group discussion, brainstorming, practice and the situational application of skills. Students are totally involved in the learning process.

Call Center Learning Solutions "Training the voice of your business" ©