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Introduction to
Contact Centres
Overview
 Introduction to Contact Centres is designed to
explain the background to contact and call centres,
how they work and what they can achieve. Equally as
important, we cover how not to implement a contact
centre operation, giving plenty of examples, ‘top
tips’ and know-how.
Contact centres come in all shapes and sizes –
from small help desks to major installations with
hundreds of agents. This course is designed as an
introduction to all. If you are considering a
contact centre, becoming involved in the management
of a contact centre or simply need to understand how
to manage an effective contact centre then this
course is for you.
The opportunities from contact centres are
immense - high quality service, customer
satisfaction and repeat business. However, the
threats are equally considerable, as many
organisations have discovered to their cost.
Our approach is to provide large numbers of tips
and ideas, check lists, background information and
lots of practical ideas you can utilise in your
business.
Content
The key areas covered by the course are as
follows:
- The benefits of contact centres
- The potential for your business
- What makes a good contact centre
- Controlling call flow
- Hardware configuration
- Voice processing solutions
- De-centralised contact centres
- How should you design your solutions
- The role of management information systems
- Pay, conditions and environment
- Ongoing management
- Monitoring customer service
- The mystery shopper
Assessment
The course does not include any formal assessment
such as an exam.
Support From Your Tutor
This is a classroom based course and full support
from the tutor is provided.
Timescales
This is a one day classroom based course.
Dates Available
- 19th June 2008
- 9th October 2008
- 4th December 2008
Costs
The course fee is £575 plus VAT (£675.63
including VAT).
Payment can be made by credit card or invoice
(with payment by cheque or BACS).
The course materials are dispatched once payment
has been received.
Please allow 14 days from receipt of payment to
the dispatch of your materials.
The course is subject to our standard terms and
conditions.
Alternative Course
Presentation Options
If you have more than 4 delegates or you are
seeking a number of courses, please contact us to
discuss your requirements.
Register
Today
Classroom Based
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