Description

About The Course:

Establishing and managing a call centre and help desk requires a range of specialist knowledge and people skills. In this intensive five-day course, an overview of the core areas is presented with clear guidelines given for implementation.

Presentation of key theory is blended with case studies, group discussions, practical exercises and processes to ensure that customer satisfaction and key objectives, such as targets and service level agreements are achieved.

This course will be of benefit to all participants seeking to:

• Increase standards of service and customer satisfaction

• Improve morale, team work and staff retention

• Increase efficiency through better use of resources

Course Objectives:

• How to set or interpret business strategy to achieve call centre and help desk goals, targets and service levels

• How to select and reject the right people for the operation

• How to set up an effective training and development course

• How to coach the team and keep them motivated even in difficult periods

• How to implement a performance management and appraisal system

• How to trouble shoot and solve performance problems

• How to build a culture that people will be proud to be a part of

TARGET PARTICIPANTS

Those who are responsible for or involved in establishing and managing a new call centre or help desk, as well as those with experience who wish to develop specific aspects of their existing operation

HR professionals and trainers responsible for established call centers or help desks where changes in performance or development of staff are wanted

Training Methodology

Participants will learn through a combination of theory, review of best practice working methods and practice. Learning methods will include group discussion, syndicate work, pair work, skills practice and application of methods to participant’s real life situations. This is a highly participative course. A comprehensive course manual supports delivery.