Call Centre Training in Edmonton

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Communication Skills Course

Call Centre Training

Edmonton

Learn how to create an effective plan and manage call centre resources
Learn how to use downtime and outgoing call management
Acquire skills to develop management skills of Team Leaders, Lead Agents and Supervisors

Dates & Prices Dates & Prices

Course information

Call Centre Management Training Course Outline

Module 1: Plan and Manage Call-Centre Resources

Step-by-Step Guide to Plan and Manage Call Centre Resources
- Define Objectives
- Analyse Historical Data
- Forecast Call Volumes
- Determine Staffing Requirements
- Schedule Agents Effectively
- Provide Ongoing Training
- Implement Performance Metrics
- Monitor and Manage Real-time Adherence
- Foster a Positive Work Environment
- Continuously Improve Processes

Module 2: Establish and Meeting Performance Objectives

Selecting Criteria for Success
Meeting Criteria for Success

Module 3: Understand Call Waiting Standards and Customer Expectations

Overview
- Call Waiting Standards
- Customer Expectations

Module 4: Using "Downtime" and Outgoing Call Management

Employee Downtime
Outgoing Call Management

Module 5: Quality Service and Integrity

Introduction to Quality Service
Introduction to Integrity

Module 6: Tackling Bottlenecks and Celebrating Commitment

Bottlenecks Overview
Celebrating Commitment
Employee Commitment
Customer Commitment

Module 7: Providing Feedback and Encourage and Reward Commitment

Introduction to Providing Feedback
Encouraging and Rewarding Commitment

Module 8: Evaluating Call Handling in Terms of Sales and Customer Care Training

Call Handling and Sales
Call Handling and Customer Care

Module 9: Provide Effective Support and Develop the Management Skills of Team Leaders, Lead Agents and Supervisors

Strategies
- Training and Development Programs
- Mentorship and Coaching
- Performance Feedback and Evaluation
- Clear Roles and Responsibilities
- Continuous Communication and Collaboration
- Lead by Example

Module 10: Decision Making, Performance Management

Elements of Decision Making
Effective Performance Management
What is Customer Experience?
Why is Customer Experience Important?
Customer Experience vs Customer Service
Assessing Customer Experience

Module 11: Do’s and Don’ts

Introduction
Review
Action Plan and Q&A

Who should attend this Call Centre Management Training Course?

The Call Centre Course is designed to equip delegates with the skills and knowledge necessary to effectively manage and lead call centre operations. The course is particularly well-suited for:

Call Centre Managers
Customer Service Leaders
Operations Managers
Team Leaders and Supervisors
Quality Assurance Managers
Service Delivery Specialists
Human Resource Professionals

Prerequisites of the Call Centre Management Training Course

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 Training Course Overview

Call Centre 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.

Course Objectives

To Understand call centre operations and key performance indicators (KPIs)
To Implement effective customer service strategies
To Optimise workforce scheduling and management
To Leverage technology for call centre efficiency
To Develop leadership skills for team management
To Enhance customer relationship management
To Analyse and interpret call centre data
To Drive continuous improvement in call centre performance

After successfully completing the Call Centre Training Course at The Knowledge Academy, delegates will be well-equipped to lead and manage high-performing call centre teams.

What’s included in this Call Centre Management Training Course?

World-Class Training Sessions from Experienced Instructors
Call Centre Management Certificate
Digital Delegate Pack

Why choose us

Our Edmonton venue

Includes..

Free Wi-Fi

To make sure you’re always connected we offer completely free and easy to access wi-fi.

Air conditioned

To keep you comfortable during your course we offer a fully air conditioned environment.

Full IT support

IT support is on hand to sort out any unforseen issues that may arise.

Video equipment

This location has full video conferencing equipment.

Edmonton is the capital city of the province of Alberta in Canada. It’s the second largest city in Alberta and the fifth in Canada, with a population of around 850,000 people. Edmonton is known as ‘Canada’s Festival City’ for the fact is hosts a large amount of festivals over the year. Edmonton is the centre of a number of large oil sands projects and diamond mining activities occurring in the northwest territories of Canada. There are two English school boards in Edmonton and one French school board which govern the public schools. There are also a large amount of private schools, not governed by any board, and many parents choose to home-school their children. Schools in Edmonton are funded by property taxes and a large number of provincial grants but also provide resources and support for those who home-school or are home-schooled. There are six universities in Edmonton; Concordia University College of Alberta, MacEwan University, The King's University College, NorQuest College, Northern Alberta Institute of Technology (NAIT) and the University of Alberta, providing a large amount of degrees and programs for students. The largest is the University of Alberta and educates up for 40,000 students on around 400 programs. The second in the MacEwan University which caters to around 40,000 students, 14,000 of these being full-time. This university provides degrees, diplomas and certificates in a wide number of programs. Miscellaneous educational institutions include Taylor University College and Seminary and the Yellowhead Tribal College, which is a First Nations college.

Address

Intelligent Office
Scotia Place
Tower 1,
10060 Jasper Avenue
Suite 2020 (20th Floor)
Edmonton
Alberta
T5J 3R8

T: +1 6474932992

Ways to take this course

Experience live, interactive learning from home with The Knowledge Academy's Online Instructor-led Call Centre Training in Edmonton. 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.

Learn more in our FAQs

Unlock your potential with The Knowledge Academy's Call Centre Training in Edmonton, 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.

Learn more in our FAQs

Streamline large-scale training requirements with The Knowledge Academy's In-house/Onsite at your business premises. Experience expert-led classroom learning from the comfort of your workplace and engage professional development.

Tailored learning experience

Leverage benefits offered from a certification that fits your unique business or project needs

Maximise your training budget

Cut unnecessary costs and focus your entire budget on what really matters, the training.

Team building opportunity

Our offers a unique chance for your team to bond and engage in discussions, enriching the learning experience beyond traditional classroom settings

Monitor employees progress

The course know-how will help you track and evaluate your employees' progression and performance with relative ease

Learn more in our FAQs

What our customers are saying

The trainer was very present, and interacted with the entire team. Really enthusiastic, and knew her stuff - It was a real pleasure, Thank you!

Ethan Gilmore

Call Centre Training in Edmonton FAQs

What is Call Centre Training?

Call Centre Training equips individuals to handle customer calls professionally by imparting communication skills, product knowledge, and problem-solving techniques. Its goal is to prepare agents to engage effectively, resolve issues, and provide exceptional service while representing the company's values.

Why is Call Centre Training important?

Call Centre Training is crucial as it equips agents with the skills to handle diverse customer queries efficiently. It ensures a consistent service standard, enhancing customer satisfaction and loyalty. Comprehensive training also aids in problem-solving, allowing agents to navigate complex issues adeptly.

What will I learn in this Call Centre Course?

In this course, you will learn how to plan and manage call-centre resources, understand call waiting standards and customer expectations, establish and meeting performance objectives, and action plan.

How do I effectively manage a Call Centre?

You can manage a call centre by hiring the best and most-skilled employees, ensuring proper scheduling for effective call centre management, communicating regularly with your employees, giving employees targeted feedback, and using data when making decisions.

What are the benefits of Call Centre Training?

Improved customer satisfaction, increased employee confidence and efficiency, reduced call handling time, enhanced problem-solving abilities, and higher employee retention rates are some of the benefits.

What are the challenges faced during the Call Centre Course?

Common challenges include handling irate customers, managing stress, mastering the use of complex software, maintaining consistency in service quality, and adapting to frequent changes in products or policies.

How long until I receive the course confirmation details?

Once your booking has been placed and confirmed, you will receive an email which contains your course location, course overview, pre-course reading material (if required), course agenda and payment receipts.

Do you offer support for Call Centre Course?

We can provide support via phone & email prior to attending, during and after the course.

What's included in Call Centre Courses?

In the Call Centre Course, delegates will have 1-day intensive training with our experienced instructors, a digital delegate pack consisting of important notes related to this course, and a certificate after course completion.

What is the duration of this Call Centre Course?

The Call Centre Course is a 1-day training course during which delegates participate in intensive learning sessions that cover various course topics.

What is the cost/training fees for Call Centre Training certification in Edmonton?

The training fees for Call Centre Training certification in Edmonton starts from CAD1695

Which is the best training institute/provider of Call Centre Training in Edmonton?

The Knowledge Academy is the Leading global training provider for Call Centre Training.

What are the best Communication Skills Course courses in Edmonton?

Please see our Communication Skills Course courses available in Edmonton

Why choose us

Best price in the industry

You won't find better value in the marketplace. If you do find a lower price, we will beat it.

Many delivery methods

Flexible delivery methods are available depending on your learning style.

High quality resources

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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We may not have any package deals available including this course. If you enquire or give us a call on +1 6474932992 and speak to our training experts, we should be able to help you with your requirements.

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