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Module 1: Plan and Manage Call-Centre Resources
Module 2: Establish and Meeting Performance Objectives
Module 3: Understand Call Waiting Standards and Customer Expectations
Module 4: Using "Downtime" and Outgoing Call Management
Module 5: Quality Service and Integrity
Module 6: Tackling Bottlenecks and Celebrating Commitment
Module 7: Providing Feedback and Encourage and Reward Commitment
Module 8: Evaluating Call Handling in Terms of Sales and Customer Care Training
Module 9: Provide Effective Support and Develop the Management Skills of Team Leaders, Lead Agents and Supervisors
Module 10: Decision Making, Performance Management
Module 11: Do’s and Don’ts
Our Call Centre Management Training Course is designed to equip participants with the skills and knowledge necessary to effectively manage and lead call centre operations. The course is particularly well-suited for:
There are no formal prerequisites for this Call Centre Management Course. However, a basic understanding of Call Centre Operations, communication and management skills would be beneficial for the delegates.
Call Centre Management Training is crucial in today's customer-centric business environment. It focuses on enhancing the efficiency and effectiveness of call centre operations, a vital aspect of customer service and support. The training addresses various elements such as leadership, technology integration, and customer interaction strategies, making it highly relevant for ensuring excellent customer experience.
Professionals in customer service management, team leaders, and aspiring call centre managers should aim to master this subject. Understanding the intricacies of Call Centre Management is vital for maintaining high service standards, driving customer satisfaction, and improving team performance. This knowledge is crucial for those looking to lead successful call centre teams in any industry.
The Knowledge Academy's 1-day Call Centre Management Training offers an intensive learning experience. It equips delegates with the latest tools and techniques for effective call centre management. Participants will gain insights into best practices, enabling them to enhance their team's productivity and deliver exceptional customer service.
After successfully completing the Call Centre Management Training Course at The Knowledge Academy, delegates will be well-equipped to lead and manage high-performing call center teams. Graduates of this training will possess the knowledge and skills needed to improve customer service, drive operational efficiency, and enhance overall call center performance.
Why choose us
Experience live, interactive learning from home with The Knowledge Academy's Online Instructor-led Call Center Training. Engage directly with expert instructors, mirroring the classroom schedule for a comprehensive learning journey. Enjoy the convenience of virtual learning without compromising on the quality of interaction.
Unlock your potential with The Knowledge Academy's Call Center Training, accessible anytime, anywhere on any device. Enjoy 90 days of online course access, extendable upon request, and benefit from the support of our expert trainers. Elevate your skills at your own pace with our Online Self-paced sessions.
Experience the most sought-after learning style with The Knowledge Academy's Call Center Training. Available in 490+ locations across 190+ countries, our hand-picked Classroom venues offer an invaluable human touch. Immerse yourself in a comprehensive, interactive experience with our expert-led Call Center Training sessions.
Boost your skills with our expert trainers, boasting 10+ years of real-world experience, ensuring an engaging and informative training experience
We only use the highest standard of learning facilities to make sure your experience is as comfortable and distraction-free as possible
Our Classroom courses with limited class sizes foster discussions and provide a personalised, interactive learning environment
Achieve certification without breaking the bank. Find a lower price elsewhere? We'll match it to guarantee you the best value
Streamline large-scale training requirements with The Knowledge Academy’s In-house/Onsite Call Center Training at your business premises. Experience expert-led classroom learning from the comfort of your workplace and engage professional development.
Leverage benefits offered from a certification that fits your unique business or project needs
Cut unnecessary costs and focus your entire budget on what really matters, the training.
Our Call Center Training offers a unique chance for your team to bond and engage in discussions, enriching the learning experience beyond traditional classroom settings
The course know-how will help you track and evaluate your employees' progression and performance with relative ease
The trainer was very present, and interacted with the entire team. Really enthusiastic, and knew her stuff - It was a real pleasure, Thank you!
You won't find better value in the marketplace. If you do find a lower price, we will beat it.
Flexible delivery methods are available depending on your learning style.
Resources are included for a comprehensive learning experience.
"Really good course and well organised. Trainer was great with a sense of humour - his experience allowed a free flowing course, structured to help you gain as much information & relevant experience whilst helping prepare you for the exam"
Joshua Davies, Thames Water
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