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.
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