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Training Course Summary:

This course provides a grounding in the techniques required to motivate staff to deliver a high quality response in a call centre environment. It equips you with an understanding of systems to measure and address service performance and shows you how to set benchmark standards of excellence for them to aspire to.

Who Should Attend:

New managers, team leaders and supervisors managing call centre staff.

Training Course Overview/Content:

• Techniques to motivate your staff to continuously improve performance
• A more ‘customer focussed’ service delivery
• The confidence to stimulate high morale in your team and the highest output for your customers
• People
Differing personalities – understanding how they can help you to manage your staff and your customer relationships. Factors to consider when recruiting staff for your call centre. Understanding assertiveness and the benefits it can bring to your interactions with staff. How to get the very best from people through understanding motivation theories. Giving motivational and developmental feedback
• Business
Benchmarking your call centre using key performance indicators. Understanding how to identify a strategy and set objectives for your call centre by looking at 6 particular call centre strategies
• Service
Managing and measuring the calls you receive to ensure high service standards. Managing customer expectations by understanding the importance of customer relationship management. Current contact centre technology – what’s out there and what does it do?