Throughout the world, call centre’s, contact centre’s and customer service centre’s have rapidly become the customers’ preferred means of interacting with suppliers or service providers. Forward thinking companies, service oriented organizations, utilities and local and national governments have been quick to realize that a well planned and implemented Customer Relationship Management programme supported by a customer service centre, call centre or contact centre will meet the clear demands of customers.
In addition, these centres will also dramatically reduce operational costs, increase efficiencies, increase revenues and create a true centre of excellence for the organization’s Customer Service strategies.
This Contact Centre Management Programme focuses on focuses on comprehensive skills and knowledge necessary to manage a small, midsize, new, or challenged center. Course content covers tactical management responsibilities, from the most fundamental tasks of hiring, training, coaching, maintaining morale, forecasting, scheduling, and using performance metrics; all the way through quality assurance, cost management, strategy, leadership and more.
At the end of the programme, participants will know how:
Module 1 – Strategy and Assessment
Module 2 – Metrics and Key Performance Indicators
Module 3 – Call Center Technology
Module 4 – Forecasting and Scheduling
Module 5 – Call Center Staffing
Module 6 – Training and Retention
Module 7 – Coaching and Communication
Module 8 – Quality Monitoring
Module 9 – Call Center Project Planning
Module 10 – Deliverables and Tools
For all Customer Contact/Call Centre Managers.
PCL a consortium of experts in Management Consulting and Human Resources. We specialize in Training, Customer Service, Business Process Engineering, Recruitment, Quality Issues, and Organization Development.
38, Opebi Road, Adebola House, (Suite 100, Rear Wing – CubeHub), Ikeja, Lagos.
info@prisdavconsulting.com
0706 202 4287, 0802 326 5683