Course information

Call Centre Training 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

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Who should attend this Call Centre Training?

Our Call Centre Management Training Course in New Delhi is designed to equip participants 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

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 Overview

Call Centre Management Training in New Delhi 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 in New Delhi. 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 Management Training in New Delhi 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 center operations and key performance indicators (KPIs)
  • To implement effective customer service strategies
  • To optimise workforce scheduling and management
  • To leverage technology for call center efficiency
  • To develop leadership skills for team management
  • To enhance customer relationship management
  • To analyse and interpret call center data
  • To drive continuous improvement in call center performance

After successfully completing the Call Centre Management Training Course at The Knowledge Academy in New Delhi, delegates will be well-equipped to lead and manage high-performing call center teams. Graduates of this training will possess the knowledge and skills needed to improve customer service, drive operational efficiency, and enhance overall call center performance.

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What’s included in this Call Centre Training?

  • World-Class Training Sessions from Experienced Instructors
  • Call Centre Certificate
  • Digital Delegate Pack

Why choose us

Our New Delhi 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.

New Delhi is one of the districts within Delhi, as well as it being the capital city of India, it is also the home to the Government of the National Capital Territory of Delhi and some of the branches of the Government of India, these being the judiciary, executive and legislative branches and is also home to around 249,998 people. The capital of India - New Delhi was initiated within 1931 by Viceroy Lord Irwin however formed during 1911 by George V, who was the King of the United Kingdom as well as the Emperor of India and his British architects Sir Herbert Baker and Sir Edwin Lutyens formed the foundation stone and announced the capital city of India would be changed. The primary schools and secondary schools within New Delhi are either run privately or by the government and as of 2004 to 2005 there was around 1.5 million students going through the educational system within 2416 primary schools, 822,00 students in 715 middle schools and 669,000 students in 1576 secondary schools and around 500,000 students within 165 universities and colleges. All universities are either state, deemed or central universities, The top universities within New Delhi are the Jamia Millia Islamia, the University of Delhi, Indian Statistical Institute, National Law University, Jawaharlal Nehru University, Guru Gobind Singh Indraprastha University, Ambedkar University Delhi, Jamia Hamdard, Delhi Technological University – which is the first Engineering college within Delhi and one of the oldest in India, the Indira Gandhi National Open University is the largest national university in the world with over 4 million students, New Delhi is also home to the Indian Agricultural Research Institute, Pusa, New Delhi, Premier institute for agricultural research and education in India. The university courses and programs can offer different types of degrees such an undergraduate and post graduate courses, Bachelor courses and Scholarships, New Delhi prides itself on its premier institutions as the teaching and researching they do means that within 2011 the census recorded the literacy rate for females as 80.9% and for males it was slightly higher at 91.0% with an overall literacy rate of 86.3%. Subjects within the different universities can include, social sciences, engineering, humanities, technology, sports, law, social work, arts, management, education, computer information technology, foreign languages, mathematical science, dentistry and medical. 

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Address

Pioneer Institute of Education and Computer Studies
F322/A, 3rd Floor
Adarsh House (Above PNB Bank)
Old MB Road
Lado Sarai
New Delhi
110030

T: +91 8037244591

Ways to take this course

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

Unlock your potential with The Knowledge Academy's Call Centre Training in New Delhi, 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 in New Delhi. 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 New Delhi sessions.

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Highly experienced trainers

Boost your skills with our expert trainers, boasting 10+ years of real-world experience, ensuring an engaging and informative training experience

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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

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Small class sizes

Our Classroom courses with limited class sizes foster discussions and provide a personalised, interactive learning environment

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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 at your business premises. Experience expert-led classroom learning from the comfort of your workplace and engage professional development.

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Tailored learning experience

Leverage benefits offered from a certification that fits your unique business or project needs

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Maximise your training budget

Cut unnecessary costs and focus your entire budget on what really matters, the training.

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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

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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

Call Centre Training in New Delhi FAQs

A call center is a centralized office used for receiving or transmitting a large volume of inquiries by telephone, primarily handling customer service and support.
Call centers are categorized mainly into inbound, outbound, blended, virtual, and omnichannel, each specializing in various customer communication and service strategies.
This Call Center Training Certification enhances customer service skills, improves communication techniques, and provides effective problem-solving strategies, leading to increased customer satisfaction and operational efficiency.
Delegates must have a basic understanding of how calls are done in a call center and essential terminology of the call center.
Call Center Training Certification is crucial for enhancing communication skills, improving customer satisfaction, increasing efficiency, and equipping agents with the tools necessary for effective problem-solving and customer service.
This Call Center Course is ideal for customer service representatives, call center agents, team leaders, and managers seeking to enhance their skills in customer communication and management.
The duration of this Call Center Training Certification is 1 day.
In this Call Center Course, you will learn how to plan and manage call-centecenter resources, understand call waiting standards and customer expectations, establish and meeting performance objectives, and action plan.
The Knowledge Academy in New Delhi 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 expertise through Call Center Certification.
The training fees for Call Centre Trainingin New Delhi starts from INR29995
The Knowledge Academy is the Leading global training provider for Call Centre Training.
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Why choose us

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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.

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Many delivery methods

Flexible delivery methods are available depending on your learning style.

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High quality resources

Resources are included for a comprehensive learning experience.

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"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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