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Call Centre Management courses in
Durban

 


 


  • Call Centre Management


Sorry, we currently do not have any public courses scheduled for the Call Centre Management level 1 course in Durban. Please contact us to see if we can put one on the schedule for you.

 

 


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Call Centre Management in Durban

Course Description

Call Center Management course give students an overview of inbound call centers, managerial roles, and technologies that affect call centers. The course teaches students how to establish a call center, identify the call center managers' typical responsibilities, and determine the necessary technologies needed to best serve the company's customers, identify customer expectations, reduce the percentage of lost calls, calculate staff levels, and identify the reports that are used to evaluate a call center's performance. Students will also learn about establishing service goals, identifying areas for attention, and communicating effectively with executives. Course activities also cover reducing turnover, training employees effectively, managing employee stress, motivating, and communicating with employees. Finally, students will learn how to evaluate employee performance and establish monitoring programs. The manual is designed for quick scanning in the classroom and filled with interactive exercises that help ensure student success.

 

Target Audience

The target student for this course is managers, supervisors, or team leaders who need to learn effective call center management.

Call Centre Management in Durban

1. Call Center Fundamentals

  • Topic A: Establishing a call center
  • Topic B: Setting up the call center

 

2. Call Center Technology

  • Topic A: Service and information technology
  • Topic B: Call load and staffing

 

3. Employee Motivation and Monitoring

  • Topic A: Employee motivation
  • Topic B: Communication with employees
  • Topic C: Employee performance evaluation
  • Topic D: Employee monitoring tools

 

4. Employee Management

  • Topic A: Reduce turnover
  • Topic B: Stress management
  • Topic C: Training

 

5. Customer Management

  • Topic A: Customer expectations
  • Topic B: Customer relationship management

 

6. Managing for Excellent Service

  • Topic A: Setting service levels
  • Topic B: Achieving service levels
  • Topic C: Analyzing reports

 

7. Communicating Information to Executives

  • Topic A; Information that executives need
  • Topic B: Communicate with executives

Sorry, we currently do not have any public courses scheduled for the Call Centre Management level 1 class. Please contact us to see if we can put one on the schedule for you.

Course schedule subject to change without notice


Sorry, we currently do not have any public courses scheduled for the Call Centre Management level 2 course in Durban. Please contact us to see if we can put one on the schedule for you.

 

 


We offer these courses in Durban.

Access training courses in Durban
Acrobat training courses in Durban
After Effects training courses in Durban
Captivate training courses in Durban
Dreamweaver training courses in Durban
Excel training courses in Durban
Final Cut Pro training courses in Durban
Flash training courses in Durban
Illustrator training courses in Durban
InDesign training courses in Durban
Motion training courses in Durban
Outlook training courses in Durban
Photoshop training courses in Durban
PowerPoint training courses in Durban
Premiere training courses in Durban
Project training courses in Durban
QuarkXpress training courses in Durban
SQL Server training courses in Durban
Word training courses in Durban

in Durban

in Durban

 

Our outlines are a guide to the content covered on a typical class. We may change or alter the course topics to meet the objectives of a particular class.


Sorry, we currently do not have any public courses scheduled for the Call Centre Management level 2 course. Pleasecontactus to see if we can put one on the schedule for you.

Course schedule subject to change without notice