Contact Centre Planning & Operational Skills INSIGHTS Middle East
Price: AED 7,328

    Course details

    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
    Updated on 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

    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 Consultants

    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.
    See all INSIGHTS Middle East courses
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