Call Centre Management

The fundamental principles of contact center management that equip call center management professionals to build exceptional operations and careers. Advance the success of your call center and achieve your professional career goals with a solid foundation in planning and managing an exceptional call center. Evolving customer expectations, the rise of social media, proliferating contact channels and the heightened strategic role of customer services are changing contact centers dramatically. You’ll learn how to apply the core principles of managing a contact center to these critical new environments. This course is guaranteed to give key staff involved in resource planning, call center analysis and performance reporting the tools necessary to make real, lasting, bottom-line financial impact.

What you will learn:

• Key contact center management principles and practices

• Terms, definitions, and requirements of successful contact center management

• Formulating a plan using the content and tools provided to make positive improvements in your workplace

• Tips for reducing contact center costs and improving your bottom line

• How to meet service levels consistently and measurably

• How to forecast the workload and create schedules that meet the needs of customers and employees

• Strategies for improving performance by choosing the right metrics and goals

• Supervisors
• Managers
• Directors
• Workforce Management personnel
• Senior call handlers, team leaders

This three-day course uses a mixture of formal tutor inputs, practical exercises, case

studies and tutor-facilitated discussion.

The programme can be delivered in a two-day format, at the expense of some of the

exercises and case studies, although this does inevitably diminish the impact of the

learning experience and its practical application in the workplace.

By the end of this ICL training course you should be able to:

• Understand the critical success factors in successful contact centre management
• Define the competencies required for Call Handlers / Agents
• Demonstrate the people management skills required to operate in a contact centre environment
• Work with business measures to produce and evaluate management reports and act on them effectively

Module 1:
Call center fundamentals

• Service and information technology
• Selecting automatic call distributors
• Identifying the benefits of skill-based routing
• Choosing technologies to manage and monitor calls
• Call load and staffing
• Forecasting call volume and staffing

Module 2:
Call center technology

• Service and information technology
• Selecting automatic call distributors
• Identifying the benefits of skill-based routing
• Choosing technologies to manage and monitor calls
• Call load and staffing
• Forecasting call volume and staffing

Module 3

Employee motivation and monitoring

• Employee motivation
• Identifying ways to motivate employees
• Applying techniques for motivating employees
• Communication with employees
• Understanding communication guidelines
• Conducting a staff meeting
• Providing employee feedback
• Employee performance evaluation
• Selecting criteria for employee performance
• Working with a below-average employee
• Employee monitoring tools
• Identifying methods for monitoring employees
• Establishing a monitoring system

Module 4:
Employee management

• Reduce turnover
• Identifying the reasons for turnover
• Establishing plans to reduce turnover
• Calculating hiring numbers based on churn rates
• Stress management
• Identifying common causes of stress
• Identifying stress-reducing activities
• Training
• Planning a training program
• Sequencing the steps in a training program

Module 5:
Customer management

• Customer expectations
• Presenting a positive company image
• Determining why customers hang up
• Customer relationship management
• Identifying the relationship management process
• Maintaining a voice response unit

Module 6

Managing for excellent service

• Setting service levels
• Defining the service level
• Calculating rostered staff factor
• Identifying the pooling principle
• Achieving service levels
• Identifying scheduling practices
• Getting approval for a new scheduling system
• Analyzing reports
• Determining significant reports
• Assessing performance from reports

Module 7:
Communicating information to executives

• Information that executives need
• Identifying realities that executives should know
• Determining the working knowledge of executives
• Communicate with executives
• Identifying guidelines for communication
• Identifying pitfalls in communication
• Organizing reporting process