Certified Call Center Senior Manager
Overview & Objective
This two-day course will cover the basic and advanced topics in Call Center Management that enable the participants to increase their awareness and knowledge of the latest development of Call Center in terms of technology as well as management concept. Call Center Managers will also learn how to develop appropriate plans to integrate the Call Center within the organization and bring new insights, set visions and lead Call Center teams. Whether implementing a new Call Center or rejuvenating an existing one, participants will be prepared for the challenges.
This two-day course addresses the importance of managing the Call Center outputs and exceeding customer expectations by elevating customer care and professionalism at the Call Center.
Course Discussions and Exercise
Lots of Peer-to-Peer consulting opportunities and exercises allowing participants immediately apply the contents that they have learnt in class. In-class activities are designed to accommodate a broad range of Call Center environments.
Certification Procedures
To achieve the Call Center Manager Certification, participants should attend the two-day course, complete the written exam and submit a project paper. Each participant has 6 weeks from the course date to complete the written certification exam. The written exam takes approximately 1hour. All exams are on pass / fail basis. If necessary, a Call Center Certified Instructor will review your exam and project with you and help you plan for success.
Who Should Attend
Suitable for all levels of staff from Directors to Professionals involved
with CRM, Call Centers/Customer Services, Sales and Marketing. Prior knowledge
of Call Center is an advantage but not essential.
Course Outline
A Strategic Partner To The Business
· Contribution of The Call Center
· Placing A Value On Your Call Center
· Developing A World-Class Call Center Framework
Customer Relationship Management (CRM)
· Understanding of CRM
· Managing Customer Relationship
· CRM Challenges
· CRM Project Management
Managing A Business Unit
· Competencies of A Call Center Manager
· Leadership Behaviours
· Dealing With Behavioural Diversity - Disc
Managing Operations
· Workforce Management
· Staffing
· Quality Assurance
Managing Technology
· Today s Call Center Technology
· Getting Through To Your Call Center
· Processing Customer Requirements & Data
· Knowledge Management
· Linkages of Contact Functions
· Disaster Recovery Plan
Managing People
· Recruitment, Retention, Release
· Rewards & Recognition
· People Development
Planning Customer Satisfaction Research On Call Center
· Internal Planning
· Determination of Performance Attributes
· Benchmarking