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.

This three-day workshop is designed to give working call leaders/managers the knowledge, skills, techniques and best practices to manage a world-class call center. This workshop will provide attendees with a complete understanding of the issues, demands, resources, and information that world-class call center managers' deal with every day.

What will you learn?

Increasingly, most customer contact with your company will flow through your call center. This includes telephone calls answered by people and machines, e-mail, fax, postal mail and web-based communications. The manner in which you manage those opportunities is critical to the success of the company. Call centers develop and maintain customer loyalty, produce revenue, and create new business with every customer contact they handle properly. Understand and use call management and forecasting data to provide world-class service levels to your customers. Staff and optimize agent levels for maximum performance and productivity. Understand and use technology and automation to increase productivity and reduce costs. Hire, train and retain a professional call center team.

Key Learning Points

Position your call center as a competitive advantage for your company
Explore the driving forces of incoming call arrival and the factors of caller tolerance
Examine the appropriate application of technology and automation
Learn the relationship of service level, staffing, trunking and agent productivity
Select the right service level and understand the staffing break even points
Use forecasting and staffing tools to do resource planning and meet service levels
Increase productivity and reduce costs with effective management techniques
Quantify and communicate the value of your call center
Track call center performance: Learn what and how to measure
Resource planning - hiring, training and developing the right people

Modules

The Call Center Business

The Truths of Call Center Management
The Emerging Environment
Your Center Strategy and Vision
Fundamentals of Call Center Leadership

The Customer Contact Strategy

Principles of Incoming Call Arrival
Why Customers Wait or Abandon
Quantify the Value of Lost Calls
Choose a Service Level

Strategic Direction and Planning

Components of the Customer Experience
Identify Stakeholders and Customers
Develop a Customer Focused Culture
The Components of Customer Care

Forecast and Staffing

Forecast Data and Methods
Staffing/Scheduling Principles
Interpreting and Using Stats from Call Management Reports
Real Time Management/Tactics

The Dollars and Cents of Customer Care

The Value Components
Calculate Customer and Call Value
Calculate the Value of Exceptional Customer Care

Performance Measures

What to Measure and Why
Avoid Conflicting Measurements
Balance Quality and Productivity
Center, Supervisor, Agent Measures

Manage the Call Center Team

Hiring and Staffing Challenges
Training and Development Issues
Control Turnover - Improve Retention
Coach and Manage Performance

Leveraging Success

The Value of Productivity Enhancements
Apply Cost Justification Models
The Process of Improving

Workshop Enviroment

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. Students demonstrate competency through case studies, receive individual feedback and coaching by Call Center Learning Solutions Master Trainer.