In any industry, those charged with representing a company are better able to do so when the proper training has been applied. The consumer calling a company doesn’t want to speak with an agent that knows little more than how to answer a phone. Likewise, the center shouldn’t be run by individuals that haven’t been trained to do so. To ensure success in the transaction and to protect the value of the brand, proper call center training needs to be applied.
RCCSP is dedicated to providing the call center training necessary to meet the needs of the dynamic customer service environment. Its Call Center Manager Training and Certification seminar, featured here, is designed to enable attendees to learn the art and science involved in contact center management. Skills that need to be used everyday can easily be honed, and improvements needed in the call center environment get a jump start with the right call center training.
The curriculum included in this call center training session focuses on the knowledge and comprehensive skills necessary to manage the new, small, mid-sized or otherwise challenged call center. Tactical management responsibilities are covered in the course content, focusing on elements such as training, hiring, coaching, forecasting, maintaining morale, scheduling and the use of performance metrics. Likewise, attendees will also be coached in cost management, quality assurance, leadership, strategy and more.
A hands-on course, this call center training taxes the participant to achieve specific levels in self-assurance and confidence. Class lessons make use of software, hands-on tools, benchmarks, a forms library and action plans, which are also packaged for transport back to the office where they can be used in the call center immediately.
Those in management needing call center training will benefit from learning to assess the current state of the call center, key metrics used to measure performance and the relationship between those metrics, the use of the scorecard to monitor key metrics and report on results to upper management, and the creation of the effective Service Level Agreement with customers.
Participants will also have the opportunity to explore this call center training, gaining the skills and knowledge necessary to create effective Operating Level Agreements with internal groups and staff. The best practices involving call center technologies will also be explored, as well as the creation of the business case in an effort to justify staffing needs to support upper management.
Forecasting for call volume, estimating call work load and staff scheduling will also be examined through best practices. Attendees will learn how to use the Erlang formulas, as well as workforce management tools to calculate staffing needs to ensure service level commitments are met. Best practices for call handling, customer service and documentation will also be explored in this call center training seminar.
The skills and knowledge necessary to run a successful call center are significant, but not unattainable. With the right call center training, call center leaders are well equipped to guide their team and their organization to success. To learn more about the call center training opportunities from RCCSP, visit the company site for a course catalog.
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Edited by Rachel Ramsey