Call Centre Management

This programme is designed for managers and team leaders wanting to improve their individual leadership skills and abilities, build successful teams and benefit from high performance call centres. By the end of the course, participants will be able to: - Understand what makes a call centre successful. - Overcome the challenges of call centre management. - Sustain performance through an effective staff recruitment process and development programme. - Set realistic goals and objectives, incentivising staff to meet them Know how to build high performance teams. - Keep staff motivated and appraised for individual job satisfaction and retention. - Monitor customer service and satisfaction with key measurement tools. - Improve your own leadership skills, and use them to maintain call centre excellence.