تفاصيل الدورة

Understanding Call Centres
  • The Call Centre Manager's Role
  • Characteristics of The Regional Call Centre Market
The Planning Process
  • Setting Targets
  • Collecting Relevant Data
  • Forecasting
  • Useful Tools
  • Staffing
  • Scheduling
  • Budgeting
Operational Best Practice
  • Real Time Management
  • Contingency Planning
  • Performance Management
Ongoing Improvement
  • Effectiveness
  • Efficiency
  • Quality Considerations
  • Continuous Development
What would it be worth for you to:-
  • Control costs and maximize returns
  • Meet and exceed your customer's expectations
  • Improve staff performance in the context of an ongoing development plan
  • Reduce errors and re-work and re-capture lost customers
  • Focus on the right KPIs for your situation
Attend this workshop to learn proven ways to
  • Understand the main call centre concepts and principles
  • Choose the optimum service level and response time for your call centre
  • Calculate work load and plan resources accordingly
  • Cope with and minimize staff shrinkage
  • Prepare budgets and present them to senior management in order to achieve your goals
  • Manage and operate the call centre effectively and efficiently
  • Generate the right type of reports for senior management that give a true picture of what is happening in the call centre
تحديث بتاريخ 15 August, 2017

Job titles this course is suitable for

Call Centre Managers, Call Centre Supervisors/Team Leaders, Sales/Marketing/Customer Service Directors, Business Development Managers, CRM Decision Makers, Outsourcers, Call Centre Consultants

وظائف مناسبة لهذه الدورة

Call Centre Managers, Call Centre Supervisors/Team Leaders, Sales/Marketing/Customer Service Directors, Business Development Managers, CRM Decision Makers, Outsourcers, Call Centre Consultants

نبذة عن معهد INSIGHTS Middle East

INSIGHTS, a Dubai-based enterprise, is the only Call Centre dedicated, Professional Services Organisation in the Middle East region to offer a combination of:-

  • - Regional Experience (20 years serving the regional industry)
  • - Industry journals (spearheaded by "Telephony Middle East" magazine and the Customer Middle East online portal). – Official regional licensee for Contact Center Pipeline publication
  • - International Accreditation with recognised Global Industry bodies
  • - Call Centre Industry Advisory Council (CIAC), G-CEM, etc.
  • - Accredited, In-house Call Centre Training Programs (English & Arabic)
  • - Certified Call Centre Management Training Programs
  • - Call Centre Trainer Certification Programs
  • - Call Centre Training Material and Associated Resources
  • - Region's only dedicated Call Centre Roadshows, Conferences and Exhibitions. Main property is MECC, the annual Middle East Call Centre Show held in Dubai.
  • - Call Centre Consulting and other Professional Services
  • - Developer of the Call Centre Lifecycle Development System
  • - Organizes the Annual Middle East Call Centre Awards
  • - Developer of the Sentio Development, QA & Certification System
  • Access to a broad range of internationally recognised, certified and accredited Call Centre industry professionals, headed by our Chief Consultant, Dr. Brownell O'Connor.
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