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 two to three-day workshop is designed to give working call center supervisors, coaches, and managers 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.

What will you learn?

Increasingly, most customer contact with your company will flow through your call center. This includes telephone 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. To do this you must staff and optimize agent levels for maximum performance and productivity, understand and use technology and automation to increase productivity and reduce costs.

Key Learning Points

Position your call center as a competitive advantage for your company
Increase productivity and reduce costs with effective management techniques
Quantify and communicate the value of your call center
Track call center performance:

Modules

The Call Center and Call Center Professional

The Truths of Call Center Management
The Emerging Environment
Call Center Trends
Traits and Challenges of a Call Center Professional
Responsibilities and Outputs

Your Center Strategy and Vision

Clarify Your Call Center Strategy
Reach Customers, Reduce Costs, and Increase Revenue
Examine Your Vision
Communicate Your Vision to Customers and Employees

Service Profit Chain

Lifetime Value of Your Customer
What is Service Value?

Identify Customer Requirements
Develop Market Intelligence
Manage Moments of Truth

Employee Capability

Cost of Turnover

Profit and Growth

Manage Your Call Center Team

Hiring and Staffing Challenges
Training and Development Issues
Control Turnover – Improve Retention
Coach and Manage Performance
Develop Teams and Team Strategies
Create a Diverse Workforce

Workshop Environment

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.