Course description
Call centres are traditionally busy environments that require sound knowledge and leadership skills to navigate successfully. Call centre management deals with how organisations manage the daily operation of their call centre, including scheduling, employee training, forecasting, reporting, and all forms of customer interactions.
What is a call centre, and why is it important?
A call centre is an office or centralised department within a company where employees work to handle phone calls or customer requests. Call centres can be found all across the globe, and they play crucial roles in human resource management and interaction. While some call centres only have a handful of call agents, others employ thousands to manage customers’ requests and enquiries. These call agents are trained to execute various business tasks related to phone calls and interact with the people they talk to.
Upcoming start dates
Suitability - Who should attend?
Who should attend?
The following should undertake The Rcademy Call Centre Management Training Course:
- Customer service representativesare responsible for helping clients with questions and complaints, providing information about services and products, and processing returns
- Call centre agentsare charged with answering calls from customers, listening to customers’ issues and needs, and offering valuable solutions
- IT professionalsare responsible for upgrading and installing components, setting up software, and helping with network administration
- Marketing analystsare charged with supervising market conditions to assist companies in identifying products in demand and customers that will purchase them
- Directorsare responsible for supervising a company’s operations, investments, ventures, and financial performances
- Project managersare responsible for planning and developing projects, preparing budgets, supervising progress, and engaging stakeholders
- Business managerstasked with monitoring and heading operations of business enterprise, developing and implementing business strategies, and evaluating business performances
- Functional managersare charged with supervising the daily operations of a company and offering directions to employees
- HR officersare charged with supervising all aspects of an employment process, training and orienting new staff members
- Individuals interested in learning about call centre management
Outcome / Qualification etc.
This training course aims to help participants achieve the following:
- Understand the basics of call centre management and how to handle HR challenges with confidence
- Recognise the various tools and techniques used in time management, planning, and resource management
- Learn how to attend to customers’ requests and enquiries with confidence and understanding
- Understand how to motivate and build an effective call centre team
- Learn how to plan effective resource usage within a call centre
- Offer effective support to clients and build management skills
- Learn how to handle unruly clients
Training Course Content
Module 1: Introduction to Call Centre Management
- Overview and definition of terms
- The tasks and responsibilities of the call centre
- Types of call centre services
- The levels of value for a call centre
- The customer access strategy
- Importance of call centre
- Challenges faced by call centres
- The importance of the call centre in a business
- Customer expectations
Module 2: Overview of Customer Service
- Definition of terms
- Building a customer-centric mindset
- Identifying your customers
- Internal customers
- External customers
- The value of customer service
- Converting negative customer experience to positive experience
- Building a customer-friendly attitude
- Time management strategies
- Managing stress during calls
Module 3: Calming Upset Customers
- Recognising what makes customers upset
- Avoiding upsets
- The five steps to calming upset clients – Identifying the problem – Confirming customer’s value – Synchronise and summarise – Affirming customer’s value – Learning from experience
- Avoiding biases and stereotypes
Module 4: Internet Customer Skills
- Online chat
- Scripted responses
- The internet customer
- Placing a call on hold
- E-mail communication guidelines
- Closing a chat session
- Customer online support
- Knowledge base and websites
Module 5: The Call Centre Manager
- Overview
- The responsibilities of the call centre manager
- Handling customers’ complaints against workers
- Customer relationship management
- The Behaviours and skills of an effective Call centre Manager
- Leading and managing the team
Module 6: Mastering Communication Skills
- Dealing with difficult customers
- Telephone etiquettes
- Handling diversity
- Call centre scenarios
- Providing excellence in phone service
- Setting call centre standards
- Stakeholder engagements
Module 7: Customer Analysis
- Customer expectations
- Knowing your customer
- Analytical working style
- Assertive working style
- Behavioural style
- Defining the level of service
Module 8: Leading and Managing
- The call centre management toolkit
- Using dashboards and reports
- Linking to organisational strategy
- Understanding management and leadership style
- Establishing clear goals, objectives, and targets
- Using management information (MI)
Module 9: Customer Communication
- Mastering body language
- Presenting a professional image
- Non-verbal communication skills
- Physical distance
- Being positive
- Choice of words
- Tone of voice
- Inflexion and energy
Module 10: Telephone Customer Service
- Answering the telephone
- A professional greeting
- Mastering the telephone
- Active listening
- Giving recommendations
- Putting callers on hold
- Voice mail
- Transferring a call
- Closing the call
- Taking a message
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Rcademy
Rcademy is a global training and consultation organisation set out to bridge the gap between you now and what you can be in the near future. We are facilitators of knowledge impartation. Our team of established and experienced training enthusiasts...