Call Centre Training in Columbia

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Communication Skills Course

Call Centre Training

Columbia

Enhance communication skills and customer service expertise with Call Center Training
Learn effective strategies for handling a wide range of customer interactions
Boost career opportunities in customer support and related fields Columbia

Dates & Prices Dates & Prices

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 Columbia 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 Columbia 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 Columbia. 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 Columbia 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 Columbia, 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 Columbia 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.

Columbia is a community based in Maryland, USA. It is in Howard County and has a population of around 100,000 people. It is repeatedly voted as one of the ‘best places to live in America’ by CCN Money. There are a range of public schools in Columbia, the majority of which are operated by Howard County Public School System. The high schools include Hammond High School and River Hill High School. There are no traditional universities or colleges in Columbia but there is a community college; Howard Community College and several further education establishments have facilities in the area such as University of Phoenix and American Career Institute. Howard Community College was established in 1966 and enrols around 28,000 students a year. It offers programs over a range of seven academic subjects; arts and humanities, business and computers, workforce development, languages, health sciences, mathematics, science and engineering and teacher education. The unemployment rate in Columbia is at 4.7%. This has improved slightly since last year’s rate of 5.5%.

Address

8160 Maple Lawn Blvd
Suite 200
Fulton
Maryland
20759

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 Columbia. 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 Columbia, 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

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 Columbia FAQs

What defines a Call Center?

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.

What different kinds of Call Centers exist?

Call centers are categorized mainly into inbound, outbound, blended, virtual, and omnichannel, each specializing in various customer communication and service strategies.

What are the benefits of taking this Call Center Training?

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.

Are there any prerequisites for taking this Call Center Training Course?

Delegates must have a basic understanding of how calls are done in a call center and essential terminology of the call center.

Why is Call Center Training important?

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.

Who should attend this Call Center Course?

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.

What is the duration of this Call Center Training?

The duration of this Call Center Training Certification is 1 day.

What will I learn in this Call Center Training Course?

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.

Why choose The Knowledge Academy in Columbia over others?

The Knowledge Academy in Columbia 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.

What is the cost/training fees for Call Centre Training in Columbia?

The training fees for Call Centre Trainingin Columbia starts from $1295

Which is the best training institute/provider of Call Centre Training in Columbia?

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

What are the best Communication Skills Course courses in Columbia?

Please see our Communication Skills Course courses available in Columbia

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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We may not have any package deals available including this course. If you enquire or give us a call on +1 7204454674 and speak to our training experts, we should be able to help you with your requirements.

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