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Training Course Summary:

Call Centre Management requires a variety of skills to ensure effective customer service and delivery of corporate goals. This programme has been specifically designed to target the generic skills required by both customer facing managers and the administration support function. The programme involves considerable group discussion, role-play and other practical work to provide participants with an accurate experience of the skills involved.

Who Should Attend:

Newly appointed or existing managers or leaders of Call Centres.

Training Course Overview/Content:

Introduction & Objectives

Management and leadership
• Leadership versus management
• Leadership styles
• Performance and motivation

Planning for success
• What do you need for yourself?
• What do you want for yourself?
• How are you doing?
• Coaching and giving feedback

Team building
• Definitions
• The effective team
• Team building
• Setting objectives

Delegation
• What is delegation?
• Why delegate?
• Common problems with delegation

Communication skills
• Active listening
• Speaking with impact
• The art of questioning

Improving Personal Effectiveness
• Planning and prioritising
• Dealing with interruptions
• Stress management

Interviewing skills
• The interview process
• Simplifying appraisals

Review of Programme