| Essential Business Skills for Call Center
Leaders 2-day, on-site training seminar  |
 |
Overview
This training course is designed specifically for the call center team leaders, managers or directors. Call center operation is like running a business. The leader of the business must have skills in strategic planning, organizational design, financial management and decision-making, business process improvement, risk management, staff planning, technology and vendor management, facilities planning and more. This seminar is designed to provide call center executives with all these business skills applied to the specialized world of call center operations.
Agenda
The Business of Call Centers
- Present day definitions and demographics
- Roles in the enterprise
- Eight main operational functions
Strategic Planning
- Link to corporate goals
- Six key components of a strategic plan
- Defining short-term/long-term objectives
- Selling the plan to the executive team
Site Selection and Facility Design
- Primary site selection factors
- Steps in the selection process
- Key workplace design issues
Organizational Design
- Most common design mistakes
- Basic building blocks of organizations
- Economic and workplace trends
- Building effective teams
Budgets and Finance
- Types and components of operating budgets
- Activity-based budgeting
- Types and components of financial statements
- Calculating net present value and ROI
- Financial decision-making process
Creating a Sales Culture
- Building sales into a service organization
- Tools and techniques to drive sales performance
- Effective reward and recognition systems.
Business Case/Project Management
- Components of a formal business case
- Steps of a SWOT analysis
- Presenting the case to management
- Project management steps
Contract Negotiation and Management
- Contract negotiation tips
- Standard and customized contract language
- Reward and penalty clauses
- Implementation/ongoing management tips
Satisfaction Surveying
- Types of surveys
- Steps in the survey design process
- Tips on writing effective questions
- Administration options
- Sampling and analysis
Business Process Improvement
- Types of quality improvement methods
- Six Sigma steps and examples
- Problem identification and diagnosis
- Solution identification and testing
Customer Retationship management
- Becoming the voice of the customer
- Establishing listening systems
- Delivering effective enterprise feedback
Registration
Fees
This training course is delivered on-site only. You can schedule the class
at your convenience and we can tailor our delivery to meet your specific
needs. The cost of an on-site delivery is $2,500 per day. Cost of training
materials and instructor travel expenses are calculated separately.
To register, please call (708) 246-0320
Click here to learn about
,
dates & locations
Payment is due prior to the seminar, including payment on purchase orders. If payment is not received, a credit card hold will be required for participation. This card will only be processed if payment has not been received within two weeks following the conference.
Cancellation Policy. Registrants may cancel up to ten business days in advance of the seminar start date for a full refund, less administrative fees of $400. Or, you may transfer your registration to another date or member of your company at no additional charge. Please notify us as soon as possible. Registrants cancelling within fourteen days of the seminar will receive credit, less administrative fees of $400, toward any other Resource Center seminar. In the unlikely event that a seminar must be cancelled, you will be notified at least one week prior to the seminar date. Seminar provider is not responsible for losses due to cancellation including losses on advanced purchase airfares.
Agenda, course dates, and locations are subject to
change.
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