|
Provided by: Meirc Training and Consulting Call Center Management SkillsCall Center Training |
 |
Training
Provided by Meirc Training and Consulting
Objectives:
By the end of the program, participants will be able to:
Identify and solve common call center problems.
Acquire higher productivity from call center operators.
Apply the skills required by a call center manager.
|
|
||||||||||||||||||
Call Center Management Skills
Components of an Effective Call Center
Problems Facing Call Center Managers and Ways to Solve Them
Excellence in Customer Service
The Importance of Customer Service in Today's Competitive Environment
Satisfying Customers
Building the Customer Service Mindset
Developing a Can-do Attitude
Getting Higher Productivity from Call Operators
Developing the Team Spirit
Team Leadership
Motivational Techniques
Retaining the Call Center Operators
Managing Operators' Stress Levels
Delegating and Scheduling Workload
Benefits, Barriers and Methods
Matching the Task with the Skill
Follow-up Procedures to Ensure Accomplishment
Importance of On-the-job Training
The Four Phases of Job Instruction
Assisting Call Operators in Handling Customer Conflict
Handling Customer Complaints
Dealing with Difficult and Angry Callers
The Importance of Assertive Behavior
Effective Telephone Skills
Key Telephone Skills
How to Answer the Telephone
Professionalism on the Telephone
Problems Facing Call Center Managers and Ways to Solve Them
Excellence in Customer Service
The Importance of Customer Service in Today's Competitive Environment
Satisfying Customers
Building the Customer Service Mindset
Developing a Can-do Attitude
Getting Higher Productivity from Call Operators
Developing the Team Spirit
Team Leadership
Motivational Techniques
Retaining the Call Center Operators
Managing Operators' Stress Levels
Delegating and Scheduling Workload
Benefits, Barriers and Methods
Matching the Task with the Skill
Follow-up Procedures to Ensure Accomplishment
Importance of On-the-job Training
The Four Phases of Job Instruction
Assisting Call Operators in Handling Customer Conflict
Handling Customer Complaints
Dealing with Difficult and Angry Callers
The Importance of Assertive Behavior
Effective Telephone Skills
Key Telephone Skills
How to Answer the Telephone
Professionalism on the Telephone
About The Training Provider: Meirc Training and Consulting
Meirc Training and Consulting - Meirc Training and Consulting offers a comprehensive range of training courses in Dubai and executive training in Dubai and outside the UAE in regions which include the Middle East, North Africa and Europe. Meirc has expertise in wide areas as follows:
Leadership and Management,
Interpersonal Skills,
Communication Skills,
Business Writing,
Human Resources Management,
Training and...
