Call Center Training: Sales and Customer Service Training for Call Center Agents
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Call Center Training: Sales and Customer Service Training for Call Center Agents Course
Introduction:
Mastering contact center management principles is essential for call center professionals looking to excel in their careers and build outstanding operations. This comprehensive course empowers you to optimize your call center's success and achieve your professional goals. With the evolving customer expectations, the impact of social media, expanding contact channels, and the strategic importance of customer service, contact centers are undergoing significant transformations. Gain the expertise to effectively manage these changing environments by applying core management principles. This course guarantees to equip resource planners, call center analysts, and performance reporters with the necessary tools to drive tangible, long-term financial results.
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