Call Centre Management

Name: Call Centre Management
SKU: C01035
Price: 4770.00 ZAR
Availability: InStock

R4,770.00

This course is designed for candidates that are interested in managing a call centre. Learn the skills for hiring, training, coaching, and leading call centre representatives as they provide support for customers. This course equips successful candidates to answer representatives’ questions, guide them through difficult calls or issues, diffuse angry customers, or handle issues that cannot be fielded by the agents.

Course number: C01035 Categories: Commerce Academy, Distance Learning, Sales and Marketing, Short Courses

Commerce Academy, Distance Learning, Sales and Marketing, Short Courses

Mode of delivery: Distance learning
Subjects:
Customer Satisfaction
Call Centre Management
Managing Performance
Customer Relationship Management

Subject breakdown
Customer Satisfaction
Clearing the Barriers
Building the Foundation
Using the ToolsCall Centre Management
Call centre fundamentals
Call centre technology
Employee motivation and monitoring
Employee management
Customer management
Managing for excellent service
Communicating information to executives
Managing Performance
Understand performance management
Performance-planning meeting
Appraising employee’s performance
Legal appraisal
Performance improvements

Customer Relationship Management
Customer loyalty
CRM basics
Preparations for CRM
CRM implementation
eCRM
eCRM customization and goals