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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
Who should attend this Call Centre Training?
Our Call Centre Management Training Course in Albany, NY 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 Albany, NY 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 Albany, NY. 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 Albany, NY 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 Albany, NY, 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.
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 Albany, NY venue
Includes..
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.
Ways to take this course
Experience live, interactive learning from home with The Knowledge Academy's Online Instructor-led Call Centre Training in Albany, NY. 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 Albany, NY, 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.
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
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 Albany, NY 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 Albany, NY 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 Albany, NY starts from $1295
The Knowledge Academy is the Leading global training provider for Call Centre Training.
Please see our Communication Skills Course courses available in Albany, NY
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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