| Essential Skills for Effective Incoming Call
Center Management 2-day training seminar, $1695  |
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Overview
This call center 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
Who Should Participate
This course is ideal for directors, managers, and supervisors responsible
for managing various processes of the call center's management function.
Agenda
Intoduction to Call Center Management
- The Call Center Profession
- Understanding call center management function
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
Registration
Fees
This training course is delivered in two forms:
- 2-day classroom format, $1,695
The 2-day training course includes:
- Classroom training
-
Course 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
- Continental breakfast and lunch both days.
Register three or more attendees from your company for the same seminar and receive an additional 10% off! Class begins at 9:00 AM and ends at 5:30 PM.
The 6-hour web seminar
Delivered in a live and interactive format online, this is an easy and
cost-effective way to train your entire team at their desktops. The
course delivery is spread across 3-days with 2 hours of training each day.
The high quality of training is maintained throughout the course.
Register securely online with confidence or please call (708) 246-0320.
Seminar Schedule
| Feb 23-24, '10 | Chicago, IL | Chicago Offices
( ) |
|
| Mar 9-10, '10 | Dallas, TX | Location to be Assigned | |
| Mar 23-24, '10 | Atlanta, GA | Location to be Assigned | |
| May 4-5, '10 | Baltimore, MD | Location to be Assigned | |
| May 18-19, '10 | Seattle, WA | Location to be Assigned | |
| Jun 22-23, '10 | Boston, MA | Location to be Assigned |
,
dates & locations
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.
Cancellation Policy. Registrants may cancel up to fourteen days in advance of the seminar start date for a full refund. Cancellations within fourteen days of the seminar start date will be subject to an administrative fee of $400.
In the unlikely event that a seminar must be cancelled, you will be notified at least two weeks prior to the seminar date. Seminar provider is not responsible for losses due to cancellation including losses on advanced purchase airfares. As seminars are cancelled for under-enrollment from time to time, we strongly recommend that registrants traveling by air purchase only refundable tickets.
Seminar agenda subject to change. Errors and omissions in pricing are not accepted.
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