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Provided by: Contacts Plus AT&T Certificate for Call Center Team LeadersTelecommunications |
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Certificate Program
Provided by Contacts Plus
Many Call Centers aggressively invest in state-of-the-art technology. That s expected in today s fast-paced high-tech world. But the companies with world-class Contact Center operations invest equally in the skills development of their most important asset their people. It s an investment that pays off every day in improved performance, increased sales and enhanced customer satisfaction. Let us help you make that investment with Educational Services, designed to improve the skills and a professional capabilities of your Contact Center and agents.
Here s a five days solution that will instantly improve your Team Leader performance.
The overall approach is to address core competencies and skill sets in a comprehensive manner. AT&T Solutions training treats Contact Center team leaders as critical and highly valued resources with the intent of continuing to strengthen leadership abilities. This helps you enhance your overall value to the business. The result: better-trained professionals with improved abilities to solve problems and manage change.
We ll help you with training, designed to help improve the skills and professional capabilities of your Contact Center personnel. Our training offers comprehensive classes that can be presented on your site and customized to fit your needs. The program is designed to focus on improving the skills needed to add value to job performance and exceed customer expectations. The class size is controlled to maximize the personal experience. Classes are small enough for one-on-one interaction with the instructors, yet large enough to share experiences and encourage peer learning.
We are experienced instructors in Contact Center Management and consulting in the MENA Region. We believe our experience makes the difference and that sets the AT&T College of Call Center Excellence apart. For managers looking to enhance their skills and insights on a wide range of subjects there is no better program.
The courses include lectures, case studies, individual & group discussion, assessment, calls simulation, video and audio tapes, energizers and games.
Class size allows one-on-one interaction with the instructors and enables you to network effectively with colleagues and industry peers. These courses will help you better strengthen your coaching skills and team development techniques as you manage your Contact Center.
Module 1: Introduction
Module 2: Defining and Performing the Team Leader Job
Module 3: Communication
Module 4: Development Process
Module 5: Feedback
Module 6: Improvement Action Plans
Module 7: Quality Monitoring & Calibration
Module 8: Coaching
Module 9: Review
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AT&T Certificate for Call Center Team Leaders
Module 1: Introduction
Module 2: Defining and Performing the Team Leader Job
Module 3: Communication
Module 4: Development Process
Module 5: Feedback
Module 6: Improvement Action Plans
Module 7: Quality Monitoring & Calibration
Module 8: Coaching
Module 9: Review
Module 2: Defining and Performing the Team Leader Job
Module 3: Communication
Module 4: Development Process
Module 5: Feedback
Module 6: Improvement Action Plans
Module 7: Quality Monitoring & Calibration
Module 8: Coaching
Module 9: Review
About The Training Provider: Contacts Plus
Contacts Plus - Contacts Plus is a young -spirited organization in Egypt with an ultimate goal to serve the Middle East North Africa (MENA) and Gulf Regions markets.
Since it was established in 2004, the company has adopted a strategic vision of deploying & applying the World Best Practices methodologies and Models in the Arab world.
Our edge is to integrate and harmonize the three business pillars:...
