Call Center Training - Call Center Learning Solutions, training the voice of your business with on-site courses, online courses,web seminars, and e-learning call simulations.

This workshop for is designed to give working call center supervisors, coaches and managers who are responsible for the day-to-day call center operations the knowledge, skills, and techniques used to manage a world-class call center. This workshop will provide attendees with a complete understanding of the issues, demands, resources, and information that world-class call center managers' deal with every day. This course is modified in both level of complexity and number of days to accommodate multiple levels of call center management:
Call Center Managers/Trainers: 2-3-day course
Call Center Supervisors, Coaches: 1-2 day course

What will you learn?

Increasingly, most customer contact with your company will flow through your call center. This includes outbound calls through predictive dialers, incoming calls answered by people and machines, e-mail, fax, postal mail and web-based communications. The manner in which you manage those opportunities is critical to the success of the company. Call centers develop and maintain customer loyalty, produce revenue, and create new business with every customer contact they handle properly. Understand and use call management and forecasting data to staff and optimize agent levels for maximum performance and productivity. Understand and use technology and automation to increase productivity and reduce costs. Hire, train and retain a professional call center team.

Key Learning Points

Position your call center as a competitive advantage for your company
Examine the appropriate application of technology and automation
Use staffing tools to do resource planning
Increase productivity and reduce costs with effective management techniques
Quantify and communicate the value of your call center
Track call center performance
Learn what and how to measure
Resource planning - hiring, training and developing the right people
Students develop and leave class with a completed Business Plan to implement action items identified during class

Modules

The Call Center and Call Center Professional

The Truths of Call Center Management
The Emerging Environment
Traits and Challenges of a Call Center Professional
Responsibilities and Outputs
Fundamentals of Call Center Leadership
Identify Stakeholder Responsibilities

Your Center Strategy and Vision

Increase Revenues Examine Your Vision, Mission
Communicate your Vision, Mission Reach Customers, Reduce Costs

Service Profit Chain

Lifetime Value of Your Customer
What is Service Value?

Customer Requirements
Develop Market Intelligence
Manage Moments of Truth

Build Employee Capability
Cost of Turnover
Understanding Profit and Growth

Real-Time Management

Forecast Data and Methods
Communicating Needs to Senior Managers
Understanding and Using Stats from Call Management Reports
Customer Contact Strategy

Dialers

Cost of Lost Calls
Value of Shorter Calls

What to Measure and Why

Abandoned Calls
Attempted Calls
Contacts Per Hour
Cost Per Contact
Adherence
Avoid Conflicting Measures
Balance Quality and Productivity
Productivity Enhancements

Manage Your Call Center Team

Hiring and Staffing Challenges
Training and Development Issues
Control Turnover - Improve Retention
Coach and Manage Performance
Coach Call Quality

Workshop Enviroment

This workshop is interactive and involves team building exercises, group discussion, brainstorming, practice and the situational application of skills. Students are totally involved in the learning process. Students demonstrate competency through case studies, receive individual feedback and coaching by Call Center Learning Solutions Master Trainer.