INTRODUCTION
Establishing and managing a call center and help desk requires a range of specialist knowledge and people skills. In this intensive five-day program, an overview of the core areas is presented with clear guidelines given for implementation.
Presentation of key theory is blended with case studies, group discussions, practical exercises and processes to ensure that customer satisfaction and key objectives, such as targets and service level agreements are achieved.
PROGRAMME OBJECTIVES
TRAINING METHODOLOGY
Participants will learn through a combination of theory, review of best practice working methods and practice. Learning methods will include group discussion, syndicate work, pair work, skills practice and application of methods to participants’ real life situations. This is a highly participative program. A comprehensive course manual supports delivery.
PROGRAMME SUMMARY
This program will be of benefit to all participants seeking to:
PROGRAMME OUTLINE
DAY 1 - Strategy and Service Levels
DAY 2 - Recruitment and Selection
DAY 3 - Training and Skills Development
DAY 4 - Motivation and Management
DAY 5 - Building the Call Centre and Help Desk Culture and Implementing the Learning back in the Workplace
European Quality for Training and Consultancy is certified
ISO 9001-2015
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