CALL CENTRE SUPPORT EXCELLENCE: ADVANCED
1 Day Or 2 Day workshops
Call centers services have been the source of support for many companies for the sole purpose to save time, enhance the productivity levels and increase customer satisfaction levels. The function of a call center generally changes as depending on the size, need and marketplace of the business. Call Centers can also vary in size, location, and task specialization. Inbound contact centers generally take care of customer demands, product information requests and merchandise support. Outbound call centers on the other hand are of a different purpose, generally promotional marketing, internet and telemarketing, new/existing business development and lastly sales generations.
This intense workshop focuses on advancing your skills in the call center field and is recommended for call center managers who want to run their inbound call centers more effectively.
HOW YOU WILL BENEFIT – WHAT YOU WILL LEARN
- Presenting an upbeat, positive image of your company to customers.
- Managing call time, call volume.
- Empowering your employees to allow new scheduling modifications.
- Source internal corporate reports that managers should view.
- Communicating Call Centre issues/concerns/accolades to executives.
- Professional ways to serve your company, customers online/phone
- Factors the lead to customers hanging up.
- Identify the benefits and steps of a customer management cycle.
- Managing call time, managing call volume.
- Guidelines for creating and running a virtual response group to oversee call volume.
- In-Class Exercise Simulation
- What is required for enhancing your existing call center standards?
- How to apply the pooling principle to your call center.
- Factors to increase productivity.
- Communicating Information to Executives
- Identify the five realities executives should know about a call center.
- Communicate the appropriate information to executives.
- Select examples of additional information you may want to give executives.
- Identify guidelines for communicating with executives.
- Select pitfalls of communicating with executives.
- Organize an effective report for an executive.
- Simulation Overview
WHY THIS WORKSHOP IS IMPORTANT
One of the nice things about call center work, whether inbound or outbound is, with time, you work with over 60 different customer questioning and answering patterns each with their own unique set of questions and set of responses. Best of all they all follow the same guidelines taught in this workshop. So before you decide to attend this workshop may we suggest, if you have the time, listen to a few of your own calls. This experience will undoubtedly show you the need for you to become a more professional, consistent call center staff member.
COURSE FEE & LOCATION DETAILS
Quotes provided are for immediate city area only. Rates will change for training locations outside city area.
Course Fee: $795 per person
Become a new client of ours, and receive a discounted rate off the rates shown above, and on training course development rates or e-learning module development service rates. Ask for details when you contact us. All new clients have the Alter Course fee waived.
Satisfaction Guaranteed:
We fully guarantee the content and quality of this workshop. If at the second break-time provided by the facilitator, you are not completely satisfied with this course, we will refund your money in full. No questions asked!
Testimonials
Our company is rather small (30 employees) and we did not have a formal Manager training program. The Manager training program put together for and delivered to our managers by Skills Training Toronto was very effective and covered the key topics we wanted. We were very pleased with the result.
Con-Test
John is one of the best Customer Service facilitators I have seen in my 10 years of taking courses.
JKR Productions
Skills Training is a good company than brings results. My team is still performing better 4 months after training.
Manager
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