Call Center Training - Call Center Learning Solutions, training the voice of your business with on-site courses, online courses,web seminars, and e-learning call simulations.

What is world-class call center management? What skills, knowledge, and tools do world-class call center managers need and use, to align their call center team, goals, and strategy with the corporate direction? This workshop is designed to give call center leaders the ability to position their call center as a competitive advantage for their company.

What will you learn?

The Call Center Professional has a large sphere of influence. Their responsibilities include communicating with customers, stakeholders, marketing, human resources, and telecom/information systems teams. This workshop will address the challenge that call center managers face; challenges like, building and maintaining relationships, mission distinction, managing the speed of change, and, educating and managing agents, customers and key stakeholders.

Key Learning Points

Uncover Leadership Traits and Skills of World Class Call Center Managers
Communicate Culture, Vision and Values
Integrate Customer Care Strategies Throughout the Organization
Develop Responsibilities and Challenges of Call Center Managers
Examine the Components of World Class Call Centers
Clarify Market Strategies

Modules

Components of Call Center Management

The basic truths of call center management
Trends and market driver
Examine your sphere of influence
Call Center Manager challenges
Traits, skills and knowledge of excellent Call Center Managers
Call Center Management tools

Positioning the Call Center

Develop your marketing strategy
Communicate what your call center does
Identify stakeholders and customers
Understand calling programs

The Dynamics of Leadership And The Call Center Vision

Understand leadership and your leadership style
Create a 4 step leadership plan:
- Develop a customer focused vision
- Communicate the vision
- Demonstrate the vision
- Sustain the vision

Create A Customer Focused Culture

Determine customer expectations
Define the experience you want your customer to have
Learn the minimum requirements of great customer care

Workshop Environment

This workshop is interactive and involves team building exercises, group discussion, brainstorming, practice and the situational application of skills. Students are totally involved in the learning process.