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 Austin 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 Austin 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 Austin. 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 Austin 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 Austin, 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 Austin 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.

Austin, a city in the state of Texas, has a current population that totals an average of roughly 913,000 spread across 271.8 square miles of land.  At The Knowledge Academy we offer over 50,000 classroom based training courses in Austin, in order to enhance people’s learning in an array of subject areas.  Education in the USA is provided by both public and private schools, and is mandatory until the age of 16.  Pupils conducting their schooling within the USA start off at preschool, followed by elementary school, then middle school, before finishing at high school.  At age 18, US citizens are able to engage in higher education.  Higher education in the USA normally comes in the form of a college, undergraduate school, or a community college – that latter of which doesn’t normally cost anything to attend.  Candidates participating in a course at a college will gain credits towards a bachelor’s degree, whilst candidates participating a course at a community college will be earning credits in order to achieve an associate’s degree.

 

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Address

Texas, Austin,

United States

T: +1 7204454674

Ways to take this course

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

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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 Austin 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 Austin 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 Austin starts from $1295
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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