Essential Skills and Knowledge for Effective Incoming Call Center Management 2-day training course, $1695

Overview     

This call center management training course will prepare you to build a solid foundation for successful call center management. In this training seminar you’ll learn breakthrough strategies and techniques you can apply for years to come to ensure extraordinary customer service and achieve your personal career goals.

The seminar will enable you to:

• Create a planning culture
• Meet service levels consistently
• Forecast the workload with accuracy
• Develop accurate schedules
• Manage the queue in real-time
• Communicate unique call center dynamics
• Set the right performance objectives
• Improve quality and efficiency
• Win the support and recognition of top management

You will also gain a wealth of benefits including strategies to:

• Reduce abandonment rates and recover lost customers
• Manage a wide range of contact channels
• Exceed customer expectations
• Raise performance standards
• Reduce call center costs and improve your bottom line

Agenda

The Call Center Profession

• How skills and knowledge are developing
• How the best call centers operate
• Definition of call center management

Understanding the Driving Forces of Incoming Call Centers

• Random call arrival
• Visible and invisible queues
• Seven factors affecting caller tolerance

Establishing an Effective Planning Process

• The nine interrelated planning steps
• Developing a proven planning process

Service Level and Response Time

• Choosing the right objectives
• How quality and accessibility interrelate
• The impact of the multichannel environment

Acquiring the Data You Need

• Spanning organizational boundaries
• Avoiding "info-glut": determining what's relevant

Forecasting the Work Load

• Understanding call volume and call load
• Proven forecasting methods
• Blending quantitative and judgmental approaches
• Avoiding ten common forecasting mistakes
• Setting accuracy goals

Staffing the Right Way

• Defining answer groups
• The capabilities of Erlang C and computer simulation
• Staffing for e-mail, networks, skill-based routing, long calls, and blended environments

Indispensable Calculations and Projections

• Base staff and trunks required
• Occupancy and adherence to schedule
• What you can expect with the staff you have
• Anticipating growth
• Factoring in non-phone activities

The Implications of The "Immutable Laws"

• Service level versus occupancy
• The powerful pooling principle
• Staff versus trunks and network costs
• The dynamics of group size
• The law of diminishing returns

Organizing Effective Schedules

• The alternatives available
• Preparing for exceptions
• Getting buy-in from staff
• Schedule adherence - without autocracy

Cultivating Collaboration and Buy-In Throughout

• Why and how agents should be involved in the planning process
• Making a case to senior management
• Coordinating with other departments

Real-Time Management

• The information to watch
• The "where is everybody?" issue
• Understanding caller behavior
• Identifying feasible real-time actions
• Utilizing real-time strategies appropriately

Performance Measurements

• How your "actions" may be conflicting with your objectives
• What to measure - individuals
• What to measure - the call center as a whole
• Essential principles of people management

Improving Quality and Efficiency

• Service level with quality
• Beyond platitudes - improving the process
• Ten assignments that will yield proven results
• The structure of your call center

Leading Practices and Your Professional Development

• Characteristics of leading call centers
• Your professional career path and development
• Action Plan

Seminar Materials

• A comprehensive course manual
• Glossary of call center terms
• Article reprints and studies
• FREE software including a suite of useful tools
• A certificate of completion

Registration Fees, Discounts, and On-Site Options
The per student registration fee for this seminar is $1,695, and includes the seminar, course materials, and continental breakfast and lunch both days. Why not bring your associates?  Register three or more attendees from your company for the same seminar and receive an additional 10% off!

To register, click on the "Book Now" button or please call (708) 246-0320

Seminar Schedule

Oct 14-15	Chicago, IL	Radisson ()
Oct 14-15	Phoenix, AZ	Embassy Suites ()
Oct 28-29	Seattle, WA	Sheraton ()
Nov 11-12	Ponte Vedra, FL	Ponte Vedra Resort ()
Nov 18-19	Los Angeles, CA	Renaissance Airport ()
Dec 9-10	Las Vegas, NV	Red Rock Casino ()
Dec 16-17	Washington, DC	Sheraton ()

Class begins at 9:00 AM and ends at 5:30 PM.  Please arrive at 8:30 the first day to sign-in and meet fellow attendees.

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Payment is due prior to the seminar.  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 seminar. Multiple attendee registration discounts apply only to attendees from the same company attending the same (day and location) seminar.

Cancellation Policy.  Registrants may cancel up to fourteen days in advance of the seminar start date for a full refund, less administrative fees of 300.  Or, you may transfer your registration to another member of your company at no additional charge.  Registrants canceling within fourteen days of the seminar will receive credit, less administrative fees of $300, 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.

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