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Call Centre Training Overview
Call Centre Training Course Outline
Module 1: Plan and Manage Call-Centre Resources
- Step-by-Step Guide to Plan and Manage Call Centre Resources
- Define Objectives
- Analyse Historical Data
- Forecast Call Volumes
- Determine Staffing Requirements
- Schedule Agents Effectively
- Provide Ongoing Training
- Implement Performance Metrics
- Monitor and Manage Real-time Adherence
- Foster a Positive Work Environment
- Continuously Improve Processes
Module 2: Establish and Meeting Performance Objectives
- Selecting Criteria for Success
- Meeting Criteria for Success
Module 3: Understand Call Waiting Standards and Customer Expectations
- Overview
- Call Waiting Standards
- Customer Expectations
Module 4: Using "Downtime" and Outgoing Call Management
- Employee Downtime
- Outgoing Call Management
Module 5: Quality Service and Integrity
- Introduction to Quality Service
- Introduction to Integrity
Module 6: Tackling Bottlenecks and Celebrating Commitment
- Bottlenecks Overview
- Celebrating Commitment
- Employee Commitment
- Customer Commitment
Module 7: Providing Feedback and Encourage and Reward Commitment
- Introduction to Providing Feedback
- Encouraging and Rewarding Commitment
Module 8: Evaluating Call Handling in Terms of Sales and Customer Care Training
- Call Handling and Sales
- Call Handling and Customer Care
Module 9: Provide Effective Support and Develop the Management Skills of Team Leaders, Lead Agents and Supervisors
- Strategies
- Training and Development Programs
- Mentorship and Coaching
- Performance Feedback and Evaluation
- Clear Roles and Responsibilities
- Continuous Communication and Collaboration
- Lead by Example
Module 10: Decision Making, Performance Management
- Elements of Decision Making
- Effective Performance Management
- What is Customer Experience?
- Why is Customer Experience Important?
- Customer Experience vs Customer Service
- Assessing Customer Experience
Module 11: Do’s and Don’ts
- Introduction
- Review
- Action Plan and Q&A
Who should attend this Call Centre Training Course?
The Call Centre Course is designed to equip delegates with the skills and knowledge necessary to effectively manage and lead call centre operations. The course is particularly well-suited for:
- Call Centre Managers
- Customer Service Leaders
- Operations Managers
- Team Leaders and Supervisors
- Quality Assurance Managers
- Service Delivery Specialists
- Human Resource Professionals
Prerequisites of the Call Centre Training Course
There are no formal prerequisites for this Call Centre Management Course. However, a basic understanding of Call Centre Operations, communication and management skills would be beneficial for the delegates.
Call Centre Training Course Overview
Call Centre Training is crucial in today's customer-centric business environment. It focuses on enhancing the efficiency and effectiveness of call centre operations, a vital aspect of customer service and support. The training addresses various elements such as leadership, technology integration, and customer interaction strategies, making it highly relevant for ensuring excellent customer experience.
Professionals in Customer Service Management, Team Leaders, and aspiring Call Centre Managers should aim to master this subject. Understanding the intricacies of Call Centre Management is vital for maintaining high service standards, driving customer satisfaction, and improving team performance. This knowledge is crucial for those looking to lead successful call centre teams in any industry.
The Knowledge Academy's 1-day Call Centre Training offers an intensive learning experience. It equips delegates with the latest tools and techniques for effective call centre management. Participants will gain insights into best practices, enabling them to enhance their team's productivity and deliver exceptional customer service.
Course Objectives
- To Understand Call Centre operations and key performance indicators (KPIs)
- To Implement effective customer service strategies
- To Optimise workforce scheduling and management
- To Leverage technology for Call Centre efficiency
- To Develop leadership skills for team management
After successfully completing the Call Centre Training Course at The Knowledge Academy, delegates will be well-equipped to lead and manage high-performing call centre teams.
What’s included in this Call Centre Training Course?
- World-Class Training Sessions from Experienced Instructors
- Call Centre Management Certificate
- Digital Delegate Pack
Why choose us
Ways to take this course
Experience live, interactive learning from home with The Knowledge Academy's Online Instructor-led Call Centre Training. Engage directly with expert instructors, mirroring the classroom schedule for a comprehensive learning journey. Enjoy the convenience of virtual learning without compromising on the quality of interaction.
Live classes
Join a scheduled class with a live instructor and other delegates.
Interactive
Engage in activities, and communicate with your trainer and peers.
Global Pool of the Best Trainers
We handpick from a global pool of expert trainers for our Online Instructor-led courses.
Expertise
With 10+ years of quality, instructor-led training, we equip professionals with lasting skills for success.
Global Reach
With classes running in all timezones, access any of our courses and course material from anywhere, anytime.
Unlock your potential with The Knowledge Academy's Call Centre Training, accessible anytime, anywhere on any device. Enjoy 90 days of online course access, extendable upon request, and benefit from the support of our expert trainers. Elevate your skills at your own pace with our Online Self-paced sessions.
Experience the most sought-after learning style with The Knowledge Academy's Call Centre Training. Available in 490+ locations across 190+ countries, our hand-picked Classroom venues offer an invaluable human touch. Immerse yourself in a comprehensive, interactive experience with our expert-led Call Centre Training sessions.
Highly experienced trainers
Boost your skills with our expert trainers, boasting 10+ years of real-world experience, ensuring an engaging and informative training experience
State of the art training venues
We only use the highest standard of learning facilities to make sure your experience is as comfortable and distraction-free as possible
Small class sizes
Our Classroom courses with limited class sizes foster discussions and provide a personalised, interactive learning environment
Great value for money
Achieve certification without breaking the bank. Find a lower price elsewhere? We'll match it to guarantee you the best value
Streamline large-scale training requirements with The Knowledge Academy’s In-house/Onsite Call Centre Training at your business premises. Experience expert-led classroom learning from the comfort of your workplace and engage professional development.
Tailored learning experience
Leverage benefits offered from a certification that fits your unique business or project needs
Maximise your training budget
Cut unnecessary costs and focus your entire budget on what really matters, the training.
Team building opportunity
Our Call Centre Training offers a unique chance for your team to bond and engage in discussions, enriching the learning experience beyond traditional classroom settings
Monitor employees progress
The course know-how will help you track and evaluate your employees' progression and performance with relative ease
What our customers are saying
The trainer was very present, and interacted with the entire team. Really enthusiastic, and knew her stuff - It was a real pleasure, Thank you!
Ethan Gilmore
Call Centre Training FAQs
Call Centre Training equips professionals with the skills and knowledge needed to deliver exceptional customer service, manage queries effectively, and handle challenging scenarios confidently. It focuses on communication techniques, problem-solving, and customer engagement to ensure client satisfaction.
This training enhances communication and interpersonal skills, ensuring call centre professionals provide excellent service. It helps teams manage calls efficiently, build rapport with customers, and contribute to business success through improved client retention and satisfaction.
You’ll learn essential skills like active listening, conflict resolution, managing difficult calls, and effective communication. Additionally, the course covers team management, customer engagement techniques, and strategies to improve call centre efficiency.
Effective management involves strong leadership, clear communication, and setting achievable goals. The course teaches resource planning, performance monitoring, and coaching techniques to optimise team productivity and maintain high service standards.
This training boosts confidence, refines customer interaction skills, and improves overall performance. It equips you with tools to handle challenging situations, build strong client relationships, and contribute positively to your organisation’s success.
Delegates may find mastering advanced communication and handling difficult scenarios challenging initially. However, with expert guidance and practice, these skills become second nature, paving the way for professional growth.
Once you’ve registered, you’ll receive your confirmation details within 24 hours. If there are any delays, our support team is always ready to assist.
Yes, we provide comprehensive support throughout your learning journey. Our trainers and customer support team are available to address your questions and ensure a seamless experience.
Our course includes expert-led sessions, interactive activities, real-world case studies, and comprehensive training materials. You’ll also gain access to resources for continued learning and skill refinement.
The duration of this Call Centre Course spans 1-Day.
Yes, we provide 24/7 support for our online learners, ensuring you have access to assistance whenever you need it. Our dedicated team is here to help resolve any queries promptly.
Absolutely! We offer self-paced options for learners who prefer flexibility. This allows you to progress through the course at your own convenience while still receiving expert guidance.
The certification demonstrates your expertise in call centre operations and management, boosting your career prospects. It is widely recognised across industries and highlights your commitment to professional excellence.
Topics include effective communication, active listening, conflict resolution, performance metrics, customer retention strategies, and managing call centre teams. These modules are designed to provide a comprehensive skill set.
You’ll gain skills in customer service, problem-solving, conflict management, and effective communication. Additionally, you’ll learn to analyse performance data, enhance team productivity, and handle high-pressure situations with ease.
This course opens doors to roles such as call centre representative, team leader, operations manager, and customer service specialist. It’s a stepping stone to advancing your career in customer service and management.
Yes, upon successful completion of the course, you’ll receive an internationally recognised certification. This credential highlights your expertise and enhances your professional profile.
The Knowledge Academy stands out as a prestigious training provider known for its extensive course offerings, expert instructors, adaptable learning formats, and industry recognition. It's a dependable option for those seeking this certification.
The training fees for Call Centre Trainingin the United Kingdom starts from £995
The Knowledge Academy is the Leading global training provider for Call Centre Training.
Please see our Communication Skills Course courses available in the United Kingdom
Why choose us
Best price in the industry
You won't find better value in the marketplace. If you do find a lower price, we will beat it.
Many delivery methods
Flexible delivery methods are available depending on your learning style.
High quality resources
Resources are included for a comprehensive learning experience.
"Really good course and well organised. Trainer was great with a sense of humour - his experience allowed a free flowing course, structured to help you gain as much information & relevant experience whilst helping prepare you for the exam"
Joshua Davies, Thames Water
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