• Challenges and characteristics of an effective & efficient call centre.
• Creating a call centre that is conducive to productivity and service excellence
• Client perceptions and behaviours towards call centres
• Working with difficult customers
• Relationship management with other departments within the organisation
• Qualities of an effective call centre manager
• Communication skills for call centre managers and operators
• Selection and recruitment of call centre staff
• Stress Management
• Performance management of call centre staff
• Motivating of call centre staff
• Advanced sales and service excellence techniques during call centre operations
• Incentive plans for call centre operators
• Team work within a call centre environment
• Training strategies and skills maintenance of call centre staff

The workshop outcome:

On completion of this programme the participant should be able to successfully establish and manage a call centre.

Specific outcomes of the workshop content:

Participants should achieve the workshop outcome by being able to:

1. Know what it takes to establish and manage a world class call centre
2. Provide customer delight through service excellence
3. Utilise managerial skills to run the operations within the call centre as well as the relationships with other departments
4. Utilise the human resource management knowledge and skills required to manage call centre staff

Training methodology:

The methodology is based on interactive learning, i.e. learners will learn by doing. Furthermore learners will use examples from their own organisations, thus ensuring that the learning is anchored at their workplace.
As with all DCT training programmes, we strive to effect actual change back at the workplace through effective and practical outcomes based training.

© 2003 DCT Consulting (Pty) Ltd: 2001/013615/07

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