Call Center Management Training
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Call Center Management Training Course
Introduction:
This course provides call center management professionals with the fundamental principles necessary to build exceptional contact center operations and advance their careers. By establishing a solid foundation in planning and managing a high-performing call center, participants will be able to drive the success of their contact centers and achieve their professional goals.
Today's contact centers face evolving customer expectations, the impact of social media, an increasing number of contact channels, and the heightened strategic importance of customer service. These factors have significantly transformed contact center operations. In this course, participants will learn how to effectively apply the core principles of contact center management to navigate these new and critical environments.
By attending this course, key staff involved in resource planning, call center analysis, and performance reporting will acquire the necessary tools to make a tangible and long-lasting financial impact on their organizations. The course equips participants with the knowledge and skills to optimize resource allocation, analyze call center data, and report performance metrics effectively.
Whether you are seeking to enhance your current contact center operation or looking to advance your career in call center management, this course provides the essential knowledge and practical techniques to achieve your goals. By mastering the core principles of contact center management, you will be equipped to drive success, deliver exceptional customer experiences, and make a bottom-line financial impact.
Join us on this transformative learning journey, where you will gain the tools, strategies, and insights needed to excel in managing a contact center. With a solid foundation in contact center management principles, you will be well-positioned to navigate the evolving landscape of customer service and drive the success of your organization's contact center operations.
Course Objectives:
To understand how to design all aspects of a modern call center, including location, technology alternatives, and building design. To understand and make informed decisions about the advantages and disadvantages of outsourcing call handling versus in-house.
- Key contact center management principles and practices
- Terms, definitions, and requirements of successful contact center management
- Formulating a plan using the content and tools provided to make positive improvements in your workplace
- Tips for reducing contact center costs and improving your bottom line
- How to meet service levels consistently and measurably
- How to forecast the workload and create schedules that meet the needs of customers and employees
- Strategies for improving performance by choosing the right metrics and goals
- Establishing contingency plans for unexpected traffic peaks
Who Should Attend?
The course is targeted at aspiring and existing Call Centre managers and supervisors who wish to improve their overall Call Centre management knowledge and gain a recognized professional qualification.
Course Outlines:
The Dynamic Contact Center Profession
- Definition of a contact center
- Three levels of value for a contact center
- The customer access strategy
- The contact center profession
The Planning and Management Process
- 3 driving forces in the contact center
- 9 step planning and management process
- Service level vs. response time, and guidelines for setting each
- Sources of planning data
- The forecast: the importance of getting it right and two approaches
- Breaking down a forecast
- Impact of emerging channels
- Ten common forecasting problems
- Wrong ways to calculate staff
- Using Erlang C to calculate base staff
- The dynamics of size
- The cost of delay
- 6 immutable contact center laws
- Skills-based routing
- Impact of peaked traffic
- Impact of long calls
- Chat considerations
- Outbound considerations
- Response time calculations
- Resource planning for social interactions
- Rostered Staff Factor and Shrinkage
- Scheduling to the demand curve
- Long-term staffing model
Effective Real-Time Management and Recovery
- The moment-by-moment reality of staffing
- 3 key principles for real-time management
- Guidelines for monitoring real-time information
- Developing plans to react in advance
- Intraday forecasting
- Implementing a workable escalation plan
- Common root cause suspects
- Real-time alternatives
- Post-Recovery analysis
Improving Quality and Productivity
- 7 important quality principles
- Key customer expectations
- The relationship between service level and quality
- Characteristics of a quality interaction
- The customer interaction process
- Tools for finding and fixing root causes
- Contact center objectives with big payoffs
- Key individual performance objectives
- Things senior managers need to know about contact centers
Summary and Next Steps
- Characteristics of leading centers
- The importance of every person
- Tips for personal professional development