Call Centre Management Skills

The seminar will enable you to:

1. Create a planning culture
2. Meet service levels consistently
3. Forecast the workload with accuracy
4. Develop accurate schedules
5. Manage the queue in real-time
6. Communicate unique call center dynamics
7. Set the right performance objectives
8. Improve quality and efficiency
9. 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 

The CallCenter 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

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 

• The Training lectures.
• The Group discussions.
• The Training Workshops.

• The Training lectures.
• The Group discussions.
• The Training Workshops.