MKG-102 Call Centers & Customer Service in Call Centers

Description

*This course is also available as a live distance learning course*

A 5-day Training Program to provide participants with key call center management techniques as well as methodologies and tools to offer top-quality customer service through call centers.

Objectives

• Present key concepts of customer service
• Present the evolution of call center activities and the role of call centers in providing excellent customer service
• Identify the functions of a call center and the process for setting up a call center
• Provide an understanding of the key activities and mindset to satisfy and retain customers
• Show the link between quality of service and customer satisfaction
• Present the importance of customer service excellence and its impact on profitability
• Present the technologies used in call center activities
• Present leadership concepts and styles pertinent to the call center environment
• Present how to effectively manage call center employees
• Identify the customer service information requirements of executives

Topics

Customer service

• Definition
• Importance
• Cost of acquiring new customers
• Creating a customer care culture
• Going the extra mile
• Ten golden rules of customer care

Call centers

• Definition
• Evolution and the role of call centers in delivering customer service

Call center fundamentals

• Setting up a call center
• Financial analysis
• Resource management

Customer service management

• Setting service levels
• Achieving service levels
• Analyzing reports

Customer satisfaction and quality of service in a competitive environment

• Customer satisfaction
• Quality of service
• Quality assurance
• Service level agreements

Customer management

• Understanding customer requirements
• Creating customer vision
• Dealing effectively with customers
• Customer retention

Call center technology

• Service and information technology
• Call load and staffing
• Call handling strategies and tools
• Employee monitoring tools

Leadership in call centers

• Building the leader within
• Synchronization and harmony within work teams
• Creativity in work teams
• Time management
• Communication with employees
• Behavioral-style leadership coaching
• Managing employee satisfaction

Human resources in call centers

• Recruitment of the right employees
• Training W5 (who, what, when, where, why)
• Employee motivation
• Stress management
• Employee performance evaluation
• Turnover reduction

Communicating customer service information to executives

• Information requirements of executives
• Communication with executives
• Positioning ideas during meetings

Target Audience

• Telecommunications call center front-line team leaders, supervisors and managers working in fields related to customer service
• Managers looking to complement their skill-set by gaining a better understanding of customer service and call center key success factors

Methodology

Location

About Neotelis