Call Centre Training in Stoke-on-Trent

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Communication Skills Course

Call Centre Training

Stoke-on-Trent

Learn how to create an effective plan and manage call centre resources
Learn how to use downtime and outgoing call management
Acquire skills to develop management skills of Team Leaders, Lead Agents and Supervisors

Dates & Prices Dates & Prices

Course information

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

Our Stoke-on-Trent venue

Includes..

Free Wi-Fi

To make sure you’re always connected we offer completely free and easy to access wi-fi.

Air conditioned

To keep you comfortable during your course we offer a fully air conditioned environment.

Full IT support

IT support is on hand to sort out any unforseen issues that may arise.

Video equipment

This location has full video conferencing equipment.

The city of Stoke-on-Trent is located in the county of Staffordshire in the West Midlands of England. Stoke-on-Trent town has an approximate population of 469,000 residents. The city is the home of the pottery industry and is a centre for service industries and distribution centres. The unemployment rate for Stoke-on-Trent currently stands at just over 5%. This is dramatically lower in comparison to the national average unemployment rate which currently stands at 7.6%. Staffordshire is home to the Staffordshire University and currently has just fewer than 20,000 students enrolled and over 1,300 academic staff. Stoke-on-Trent College has up to 17,000 students per year and runs a variety of courses from Basic English to foundation degree courses. The city currently has 14 secondary schools and over 60 primary schools, as well as other private schools and special schools.

Nearby Locations:

Norton
Waterfall
Dresden
Stanley
Cotton
Alton
Leigh
Cheadle
Milton
Beech
Fenton
Fulford
Kingsley
Tunstall
Hanley
Cresswell
Burslem
Alsager
Audley
Biddulph

Address

Stoke-on-Trent

T: 01344203999

Ways to take this course

Experience live, interactive learning from home with The Knowledge Academy's Online Instructor-led Call Centre Training in Stoke-on-Trent. 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.

Learn more in our FAQs

Unlock your potential with The Knowledge Academy's Call Centre Training in Stoke-on-Trent, 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.

Learn more in our FAQs

Experience the most sought-after learning style with The Knowledge Academy's Call Centre Training in Stoke-on-Trent. 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 in Stoke-on-Trent 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

Learn more in our FAQs

Streamline large-scale training requirements with The Knowledge Academy's In-house/Onsite 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 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

Learn more in our FAQs

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 in Stoke-on-Trent FAQs

What is Call Centre Training?

Call Centre Training equips individuals to handle customer calls professionally by imparting communication skills, product knowledge, and problem-solving techniques. Its goal is to prepare agents to engage effectively, resolve issues, and provide exceptional service while representing the company's values.

Why is Call Centre Training important?

Call Centre Training is crucial as it equips agents with the skills to handle diverse customer queries efficiently. It ensures a consistent service standard, enhancing customer satisfaction and loyalty. Comprehensive training also aids in problem-solving, allowing agents to navigate complex issues adeptly.

What will I learn in this Call Centre Course?

In this course, you will learn how to plan and manage call-centre resources, understand call waiting standards and customer expectations, establish and meeting performance objectives, and action plan.

How do I effectively manage a Call Centre?

You can manage a call centre by hiring the best and most-skilled employees, ensuring proper scheduling for effective call centre management, communicating regularly with your employees, giving employees targeted feedback, and using data when making decisions.

What are the benefits of Call Centre Training?

Improved customer satisfaction, increased employee confidence and efficiency, reduced call handling time, enhanced problem-solving abilities, and higher employee retention rates are some of the benefits.

What are the challenges faced during the Call Centre Course?

Common challenges include handling irate customers, managing stress, mastering the use of complex software, maintaining consistency in service quality, and adapting to frequent changes in products or policies.

How long until I receive the course confirmation details?

Once your booking has been placed and confirmed, you will receive an email which contains your course location, course overview, pre-course reading material (if required), course agenda and payment receipts.

Do you offer support for Call Centre Course?

We can provide support via phone & email prior to attending, during and after the course.

What's included in Call Centre Courses?

In the Call Centre Course, delegates will have 1-day intensive training with our experienced instructors, a digital delegate pack consisting of important notes related to this course, and a certificate after course completion.

What is the duration of this Call Centre Course?

The Call Centre Course is a 1-day training course during which delegates participate in intensive learning sessions that cover various course topics.

What is the cost/training fees for Call Centre Training in Stoke-on-Trent?

The training fees for Call Centre Trainingin Stoke-on-Trent starts from £995

Which is the best training institute/provider of Call Centre Training in Stoke-on-Trent?

The Knowledge Academy is the Leading global training provider for Call Centre Training.

What are the best Communication Skills Course courses in Stoke-on-Trent?

Please see our Communication Skills Course courses available in Stoke-on-Trent

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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