Course details
Understanding Call Centres- The Call Centre Manager's Role
- Characteristics of The Regional Call Centre Market
- Setting Targets
- Collecting Relevant Data
- Forecasting
- Useful Tools
- Staffing
- Scheduling
- Budgeting
- Real Time Management
- Contingency Planning
- Performance Management
- Effectiveness
- Efficiency
- Quality Considerations
- Continuous Development
- 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
- 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
Job roles 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 ConsultantsCourse Location
About 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.
View more Virtual classroom training for Service Innovation online courses See all Service Innovation Courses
Service Innovation Related Questions
Courses you can instantly connect with... Do an online course on Service Innovation starting now.
- Telemarketing Diploma Adams AcademyAED 136
AED 1,359Duration: Upto 5 Hours - Customer Behavior and Psychology Diploma Course LineAED 89Duration: Upto 3 Hours
