This intensive management training is a personalized, total-immersion learning experience which includes a 2day, hands-on workshop. Delegates are guaranteed to return to the contact centre with a real process improvement or performance improvement project, selected and developed by themselves for their contact centre.

 

A selection of topics include:

 

• Assessing contact centre capabilities 
• Designing a Standard Operating Procedures manual
• Understanding call centre process and procedure 
• Learning measurement, tracking, and reporting processes to drive performance 
• Creating a scorecard for reporting agent and overall call centre performance 
• Conducting a coaching session 
• Cultivating a professional call centre workforce
• Forecasting call workload and optimising agent schedules 
• Managing absenteeism and agent utilisation 
• Using workforce management tools 
• Identifying causes of turnover, costs of turnover, and methods for improving agent retention 
• Building successful motivation and retention programs 
• Establishing a training process for new hires 
• Introducing continuous quality improvement in your centre 
• Implementing a quality monitoring process 
• Conducting constructive coaching conversations that get results 
• Implementing improvement projects for your centre that will truly impact performance and get noticed 
• Analysing call centre project costs, benefits, risks, and returns