Courses / Call Centre Management

Call Centre Management

Provider: WS Training Ltd
Summary: Call centers now employ more people than the combined coal, motor and steel industries. Growth within the sector has exceeded 30% year on year. Providing a ‘customer focused’ delivery whilst managing the relationship between people, processes and technology is an increasing challenge. The need to optimize our call advisors and our awareness of technical issues is essential in order to develop an effective Customer Relationship Management Programme (CRMP).

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Target: This course has been designed for those who wish to take a fresh look at their management roles within a call centre environment.
Entry requirements: There are no formal entry requirements for this course.
Outcome: On completion of this course delegates will have learnt:
How to identify the ‘people’ issues and offer solutions
How to identify a strategy and objectives for your centre
Gain an understanding of:
- Current tele-technology
- Process
- Caller expectation and tolerances
How to develop a value based CRM programme
Content: The course content includes:
People: Identification, recruitment and selection, training and environmental influences
Business: Benchmarking. Identifying strategy and objectives
Leadership: Best practice , culture, process and resources
Service: Call management and measurement, CRM philosophy. Contact centre technology and the web enabled call centre
Cost: Contact course provider for details
Enrolment: Students can book courses online (see website below)

Main (View map) Manor Barn
Church Road
Great Barton
BURY ST EDMUNDS
IP31 2QR
UNITED KINGDOM

Telephone 01284 788005

Fax 01284 788470

Email info@wstraining.co.uk

Website http://www.wstraining.co.uk

Contact Richard Dean

3rd (View map) IP City Centre
Bath Street
Ipswich
Suffolk
IP2 8SD

Telephone 01473 604260

Fax 01473 686149

Contact Richard Dean

2nd Chauntry Mills (2nd Floor)
High Street
HAVERHILL
Suffolk
CB9 8AZ

Telephone 01440 702454

Fax 01440 706422

Contact Richard Dean

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