Introduction to Contact Centres Course

Summary

Available: Classroom

Level: Entry Level

Duration: Classroom - 1 Day

Cost: Classroom - £575 plus VAT

 

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

This course considers the role of the contact centre and the benefits it can bring. More importantly, the course also details the problems that occur and provides best practice advice on how to avoid the major pitfalls. The course assumes no prior knowledge and is ideal for anyone working or thinking of working in this area.

The course covers the technical aspects of a contact centre in a simple to follow manner. The terminology around agents, queues, etc is all explained and the different technical methods and options detailed. The course is fully up to date with the latest developments and includes the details of integrating inbound and outbound calls with other media such as email, web chat and video. The course explains the routing methods and common technical challenges.

Secondly the course considers customer service from the way staff answer the telephone to the management system. Anyone involved with a Contact Centre is likely to be closely involved in the management and reporting systems which can be both complex and confusing. The course explains these systems, what they mean and how to obtain the greatest benefit.

Finally, the course considers the wider issues of a contact centre such as the personnel aspects, voice recording and mystery shopping.

Agenda

The key areas covered by the course are as follows:

 

What is a Call or Contact Centre? Definitions of a Contact Centre The Role and Benefits of a Contact Centre The Potential for Your Business Customer Service Telemarketing The Structure of the Contact Centre Good and Bad Installations What makes a good Contact Centre? Examples of Good Practice Examples of Bad Practice Top Tips System Design and Operation Controlling Call Flow Hardware Configuration Common Faults Voice Processing Solutions Agent Facilities Skills Based Routing Follow the Sun Routing Out-of-Hours Options Answering Salutation The Answering Salutation How should you design your Salutation? Statistics The Role of Management Information Management Information Systems Statistics Interpreting the Statistics Managing Personnel Issues The Role of a Contact Centre Agent Agent Recruitment and Selection Pay, Conditions and Environment Ongoing Management Customer Service What is Customer Service? Monitoring Customer Service Voice Recording 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.

 

Availability & Booking

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