Managing A Call Center Course in Singapore

Call centers are known for their hectic night schedules, busy lifestyle, and sometimes tough quotas to meet. With its round-the-clock, 24/7 operation hours and customer services, managing a call center can be a bit overwhelming. Learn to expertly manage call centers from recruitment, thorough onboarding, to continuous motivation through this course.

This Managing A Call Center workshop is ideal for anyone who would like to gain a strong grasp and improve their Managing A Call Center.

The ideal group size for this Managing A Call Center course is:

The duration of this Managing A Call Center workshop is 2 full days. Knowles Training Institute will also be able to contextualised this workshop according to different durations; 3 full days, 1 day, half day, 90 minutes and 60 minutes.

Below is the list of course benefits of our Managing A Call Center course

1. Give key employees involved in resource planning, call center analysis and performance reporting
2. Provide the tools necessary to make real, lasting, bottom-line financial impact for the company
3. Learn all major tactical management skills needed for day-to-day operation of a contact center
4. Train supervisors to provide essential communication, leadership, and coaching skills for their employees
5. Present best practices for agent training, motivation, retention, team building, performance measurement and evaluation
6. Return to work with a real process improvement or performance improvement project for the benefit of the company and your employees
7. Know exactly what to do to generate change and positive results to gain efficiency in the workplace
8. Return to the contact center with completed plans for a call center improvement, including project objectives, a thorough business case proposal, and the implementation strategy
9. Develop good judgment for dealing with difficult customer service situations and handle them professionally
10. Have a thorough knowledge of the company’s products, procedures and processes to equip yourself with knowledge needed in the industry
11. Understand and use a variety of call center metrics and use them properly for better results
12. Return to your business and drive effective change for your contact center and employees alike

Below is the list of course objectives of our Managing A Call Center course

1. Equip call center management professionals to build on exceptional operations and careers
2. Advance the success of your call center by managing them effectively and motivating them to do the best in the work they do
3. Achieve your professional career goals with a solid foundation in planning and managing an exceptional call center
4. Apply the core principles of managing a contact center to these critical new environments
5. Manage small, mid-sized, new, or challenged call centers and develop them to be competitive with the ever-growing call center business
6. Cover tactical call center management responsibilities and know how to supervise people properly
7. Introduce the processes and performance factors that underlie today’s world-class call center
8. Learn how to pinpoint areas of opportunity for the useful and significant improvement of your employees
9. Take a closer look at the customer service and the overall customer experience of call centers
10. Offer comprehensive and useful information about the customer service aspect of call centers
11. Share experiences with other call center professionals and learn how they meet daily challenges
12. Learn how to implement improvements that will reduce cost and increase productivity in the workplace

Below is the list of course content of our Managing A Call Center training course

1. Learn about the key contact center management principles and practices and use them in your management style
2. Know the terms, definitions, and requirements of successful contact center management
3. Formulating a plan using the content and tools provided to make positive improvements in your workplace
4. Enumerate tips for reducing contact center costs and improving your bottom line effectively
5. Learn how to meet call center service levels consistently and measurably by improving own systems
6. How to forecast the workload and create schedules that meet the needs of customers and employees
7. Discover strategies for improving performance by choosing the right metrics and goals that is fit for the goals of the company
8. Understand the five levels of process area capability and use it effectively for the improvement of the business
9. Identify causes of turnover, total costs of turnover, and methods for improving agent retention
10. Build successful motivation and retention programs to encourage employees to stay in the company
11. Establish a training process for new hires to ensure they are ready for the responsibilities working in the call center agency
12. Introduce continuous quality improvement in your center and eventually actualize change for the betterment of the whole company

Each participant will receive the following materials for the Managing A Call Center course

Each course participant will receive a certification of training completion

There are 4 pricing options available for this Managing A Call Center training course. Course participants not in Singapore may choose to sign up for our online Managing A Call Center training course.

Contact us for the latest Managing A Call Center course schedules:

Register For This Managing A Call Center Course Now!

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