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: Process, Systems & People (toolkit), and molding them with Strategy and Ergonomics to create and sustain a customer experience that last (connect and link between rational & emotional branding).
Contacts Plus is based in Cairo, Cairo,
Our Vision
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: Process, Systems & People (toolkit), and molding them with Strategy and Ergonomics to create and sustain a customer experience that last (connect and link between rational & emotional branding).
Our Mission
We believe in our slogan Serving with Passion . It is the differentiator factor in delivering excellent business results in today s challenging market.
Through your journey of accumulated excellence, we will be your partner in formulating AND Aligning your Strategy that is assisted by tailored business solutions, delineating the business Process, acquiring state-of-the-art Technology, generating the preeminent productive Ergonomics, nurturing a culture of continuous learning, hiring, training and retaining the best calibers for today s vibrant organisations and empowering & energizing the competent Intellectual Capital the most important pillar who will drive vigorously in the business racing arena.
Shared Values
- One Team One Goal
- Passion To Serve
- Empowerment
- Continuous improvement & Innovation
- Think and act like owner
<><><><><><><><><><><><><><><><><><><><><><><><><><><><><><><><>
Our dynamic toolkit solutions (system, people and process) is tailored and customized to all services and sales industries through all distribution channels (branches, outlets, showroom, contact center, etc). We will be your partner to provide you with all solutions whether your core business is a Banking, Cable/ Broadband/ Satellite, Computer hardware / software, Health Care, Insurance, Call Center, Outsourcing, Hotels, Airlines, Automobile, Government, Consumers Products, Catalog, Pharmaceuticals, etc.
<><><><><><><><><><><><><><><><><><><><><><><><><><><><><><><><>
Training Center:
Development Need Analysis (DNA)
Contacts-Plus is modeling a market paradigm shift approach demonstrating the Training as DNA not limited to the TNA Training Need Analysis requirements. The training concept nowadays is not accepting the onetime short event, especially with the increasing need of multi-skills calibers, which can support the aggressive business demands. It is a life cycle and ongoing periodical assessment that should be conducted on employees to evaluate their performance and their emerged new need of training. The overall approach is to address core competencies and skills sets in a comprehensive manner that helps to enhance the overall value to the business.
The result: Better trained professionals with improved abilities to solve problems and adapt to the vibrant changes in the workplace.
On-site Training
One of our most competitive approaches is on-the-job training. We call it nesting whereby we reinforce what has been learnt in the classroom session and convert them into practice test drive . Our coaches are well trained and expert to elevate the performance of the trainees to the optimum results. They are boding with the trainees in the call center site in real job and transfer learning into reality. We are using the best practice methodology scorecard to set and exceed the quality pre- set standard. Our added-values rely on the corrective action report whereby based on the outcomes we chart an action to be followed by their direct team leaders/ supervisors to enhance the trainees level of competencies.
Training Recipes
In addition to our unique, bilingual approach, using both the English and Arabic languages, we utilize many effective tools and methods. Our Methodology is based on Adult Learning Principles.
- Interactive:
It includes instructional methods and media, role-play, experimental games, quizzes, self-assessment, tests, energizers, creative thinking, feedback coaching, workshops , team building, group discussion and brainstorming sessions.
- Industry specific:
Courses are customized ( subject matter expert) with story teller and casework to represent your typical customer call/ visit.
- Structure:
The program has a set of introductory activities, housekeeping rules, learning experience purpose, suite of games (Treasure Island, puzzle, etc.). Each program has a different set of printed materials (participants, instructors and references manuals).
- Performance-based:
Participants must demonstrate competency and mastery at the end of each program. Each course/ program includes performance based objectives, and performance assessment/ criteria testing to determine the transfer of learning and service officer/ agent competency
- Flexible:
We offer customized training curriculum development, for example, where we complete the needs analysis through a training workshop that focuses on establishing the training strategy for the customer service departments
- Insightful:
Upon completion of each course we shall solicit formal feedback from the attendees, which will be passed to the engagement sponsor for qualitative measurement of the assignment
----------------------------------------------------------------
Consultancy Center:
Business Process Management:
Our consulting services are based on excellent branch know-how, paired with solid methodological competence. This is brought to completion by many projects in the MENA region and vast knowledge about Strategy, Process, and IT Management. We help our customers during all stages of a project: team constitution, specification of the modeling method, quality assurance of the models, training, and process optimizations and controlling.
- Quality Monitoring Cycle
Quality monitoring is an essential part of call centre operations. We call it the Heart Beat of call center. We help call center partners to develop the Quality Monitoring Lifecycle which will result in improving the hiring and selection process, agents and training strategy and processes and systems. All those are integral parts and crucial for producing a world class call center. We assist in selecting the best method of Quality Monitoring Tools, setting the QA strategy roadmap, choosing the who, when and how of QA, developing the Quality Scorecard form, designing effective coaching process, identifying areas of opportunities (gap analysis) ,designing the feedback process, linking and incorporating the results with training and development strategy.
- Site Certification
The Journey To Certification
Contacts Plus represents the sole agent of Purdue University, Center for Customer-Driven Quality in the MENA region awarded by Benchmark Portal, USA. The process involves the examination of (16) processes to ensure the balance of efficiency and effectiveness. The results are a certification as Center of Excellent . The steps of certification process conducted in four phases; in-depth performance benchmark audit, deep dive, reality check and gap analysis reports which will resulted in recommendation for call center improvements (quick win/ initiative/ re-engineering) leading to certification.
- On-site Diagnoses
As business consultant, we help you diagnose the problems by conducting an in-depth analysis including mystery shopping, customer satisfaction surveys, employee s satisfaction surveys , call center operations dynamics, and other approaches to help you find the best business solutions.
- Call Center Outsourcing Models (BPO)
With contact center labor costs running between 50 to 70 of a total operating budget , many companies are turning to outsourcing as a cost effective strategy to bring their costs under control without sacrificing the quality of the customer service they provide. We Design and Develop the best Out-Source model (In-premises and or full fledge / Co-Source) depending on whether you have or looking for the right mix.
Develope of Contact Center:
We will help you to develop Call Center Models; Whether, In-sourcing or Out-sourcing, In-shore or Off-shore based on your requirements and business necessity according to the best practices. Our Integrated solutions covers; set-up a complete new call center, re-engineering current call center, call center expansion and shift from Outsourcing model to in sourcing in-house call center (using our unique Blueprint Model).
- Call Center Set-up
In today's global economy, providing world-class customer service requires the skills of a chess grandmaster. The challenges include formulating the strategies for deciding where, how, and in what manner to best meet the needs of the customers in the face of rising new employee skill sets.
Other challenges include determining the right mixture of technology, facilities, business process and trained staffing to properly serve the customer. We will ensure the integration and alignment between all pillars (Strategy, Technology, Process, and People & Ergonomics) to deliver a world class call center.
- Call Center Ergonomic
The Call Center facilities and ergonomics play a pivotal and achieve dramatic improvements in call center agent productivity, retention, and health and safety.
We help you design your Call Center Internal Layouts and Ergonomics according to the international standards. We also assist you in getting the best equipment and using the best colors themes that matches your type of business and your company style. We help companies with walk-in customers to have the best flow of activities by recommending he best set of employees' desks/ cubes, headset types; workstations design style and size, air temperature and humidity, lighting design, noise level, use of floor space, desk space and storage.
- Vendors Selection Process
Technology Solutions
One of the major and crucial tasks in call center is the selection of the Technology infrastructure. The call center hardware and software is a complex and requires know how and expertise which reflect the efficiency part. The critical successful factor which impact your decision of when, how, who and what to select as a technology rely on the articulation of your goals and philosophy, translate them into action (purchase the right tools with the right requirements). We will be your partner to select the most competitive Technology solutions based on the best practice with the most cost effective approach which suite your needs and requirements.
----------------------------------------------------------------
Recruitment & Assessment Center
CV s Scrutinizing And Screening
We initially review CVs based on pre-set parameters, categorize, classify and save them in our data base, pass them to the first interviewing stage through phone screening direct them to the vacancies that matches their qualifications and skills.
Assessment Center
We are using a bundle of validated benchmark tests and tools to comply the job profile with client s job requirements and needs based on Skills Inventory Competencies (SIC).
Assessment tools (written) for all frontlines , Team Leaders, Supervisors and Managers positions for Services and Sales industries such as: customer services, sales, call center environment, speed typing, listening skills, and numerical reasoning, personality traits, English and leadership styles.
Face-to-face Interviews & Simulations
We conduct face to face interviews based on a set of real life situations (simulation) to highlight the set of skills that the candidate possesses in comparison to the set of skills required for the job
HR Outsource
The concept of HR outsourcing is to take care of the operations hassle and free your time to focus on results and deliverables. We have unique and flexible models which are catered to your needs and requirements as follow:
1. Company payrolls (recruiting and hiring)
2. Contacts Plus payrolls (recruiting and hiring)
3. Plug & Play approach (hiring and training)
Career Advice
Through our wealthy CV s data base along with Assessment Centre, we ve created the Career Advice Model whereby we are identifying calibers strength & weakness and fill the gaps through career sessions along with development tracks (conduct a tailored training from our catalog list).
Our aims are to horn and polish their skills and capabilities to match the labor job market needs. The program theme is to explore their potential for future opportunities and place them in the right position.
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: Process, Systems & People (toolkit), and molding them with Strategy and Ergonomics to create and sustain a customer experience that last (connect and link between rational & emotional branding).
Our Mission
We believe in our slogan Serving with Passion . It is the differentiator factor in delivering excellent business results in today s challenging market.
Through your journey of accumulated excellence, we will be your partner in formulating AND Aligning your Strategy that is assisted by tailored business solutions, delineating the business Process, acquiring state-of-the-art Technology, generating the preeminent productive Ergonomics, nurturing a culture of continuous learning, hiring, training and retaining the best calibers for today s vibrant organisations and empowering & energizing the competent Intellectual Capital the most important pillar who will drive vigorously in the business racing arena.
Shared Values
- One Team One Goal
- Passion To Serve
- Empowerment
- Continuous improvement & Innovation
- Think and act like owner
<><><><><><><><><><><><><><><><><><><><><><><><><><><><><><><><>
Our dynamic toolkit solutions (system, people and process) is tailored and customized to all services and sales industries through all distribution channels (branches, outlets, showroom, contact center, etc). We will be your partner to provide you with all solutions whether your core business is a Banking, Cable/ Broadband/ Satellite, Computer hardware / software, Health Care, Insurance, Call Center, Outsourcing, Hotels, Airlines, Automobile, Government, Consumers Products, Catalog, Pharmaceuticals, etc.
<><><><><><><><><><><><><><><><><><><><><><><><><><><><><><><><>
Training Center:
Development Need Analysis (DNA)
Contacts-Plus is modeling a market paradigm shift approach demonstrating the Training as DNA not limited to the TNA Training Need Analysis requirements. The training concept nowadays is not accepting the onetime short event, especially with the increasing need of multi-skills calibers, which can support the aggressive business demands. It is a life cycle and ongoing periodical assessment that should be conducted on employees to evaluate their performance and their emerged new need of training. The overall approach is to address core competencies and skills sets in a comprehensive manner that helps to enhance the overall value to the business.
The result: Better trained professionals with improved abilities to solve problems and adapt to the vibrant changes in the workplace.
On-site Training
One of our most competitive approaches is on-the-job training. We call it nesting whereby we reinforce what has been learnt in the classroom session and convert them into practice test drive . Our coaches are well trained and expert to elevate the performance of the trainees to the optimum results. They are boding with the trainees in the call center site in real job and transfer learning into reality. We are using the best practice methodology scorecard to set and exceed the quality pre- set standard. Our added-values rely on the corrective action report whereby based on the outcomes we chart an action to be followed by their direct team leaders/ supervisors to enhance the trainees level of competencies.
Training Recipes
In addition to our unique, bilingual approach, using both the English and Arabic languages, we utilize many effective tools and methods. Our Methodology is based on Adult Learning Principles.
- Interactive:
It includes instructional methods and media, role-play, experimental games, quizzes, self-assessment, tests, energizers, creative thinking, feedback coaching, workshops , team building, group discussion and brainstorming sessions.
- Industry specific:
Courses are customized ( subject matter expert) with story teller and casework to represent your typical customer call/ visit.
- Structure:
The program has a set of introductory activities, housekeeping rules, learning experience purpose, suite of games (Treasure Island, puzzle, etc.). Each program has a different set of printed materials (participants, instructors and references manuals).
- Performance-based:
Participants must demonstrate competency and mastery at the end of each program. Each course/ program includes performance based objectives, and performance assessment/ criteria testing to determine the transfer of learning and service officer/ agent competency
- Flexible:
We offer customized training curriculum development, for example, where we complete the needs analysis through a training workshop that focuses on establishing the training strategy for the customer service departments
- Insightful:
Upon completion of each course we shall solicit formal feedback from the attendees, which will be passed to the engagement sponsor for qualitative measurement of the assignment
----------------------------------------------------------------
Consultancy Center:
Business Process Management:
Our consulting services are based on excellent branch know-how, paired with solid methodological competence. This is brought to completion by many projects in the MENA region and vast knowledge about Strategy, Process, and IT Management. We help our customers during all stages of a project: team constitution, specification of the modeling method, quality assurance of the models, training, and process optimizations and controlling.
- Quality Monitoring Cycle
Quality monitoring is an essential part of call centre operations. We call it the Heart Beat of call center. We help call center partners to develop the Quality Monitoring Lifecycle which will result in improving the hiring and selection process, agents and training strategy and processes and systems. All those are integral parts and crucial for producing a world class call center. We assist in selecting the best method of Quality Monitoring Tools, setting the QA strategy roadmap, choosing the who, when and how of QA, developing the Quality Scorecard form, designing effective coaching process, identifying areas of opportunities (gap analysis) ,designing the feedback process, linking and incorporating the results with training and development strategy.
- Site Certification
The Journey To Certification
Contacts Plus represents the sole agent of Purdue University, Center for Customer-Driven Quality in the MENA region awarded by Benchmark Portal, USA. The process involves the examination of (16) processes to ensure the balance of efficiency and effectiveness. The results are a certification as Center of Excellent . The steps of certification process conducted in four phases; in-depth performance benchmark audit, deep dive, reality check and gap analysis reports which will resulted in recommendation for call center improvements (quick win/ initiative/ re-engineering) leading to certification.
- On-site Diagnoses
As business consultant, we help you diagnose the problems by conducting an in-depth analysis including mystery shopping, customer satisfaction surveys, employee s satisfaction surveys , call center operations dynamics, and other approaches to help you find the best business solutions.
- Call Center Outsourcing Models (BPO)
With contact center labor costs running between 50 to 70 of a total operating budget , many companies are turning to outsourcing as a cost effective strategy to bring their costs under control without sacrificing the quality of the customer service they provide. We Design and Develop the best Out-Source model (In-premises and or full fledge / Co-Source) depending on whether you have or looking for the right mix.
Develope of Contact Center:
We will help you to develop Call Center Models; Whether, In-sourcing or Out-sourcing, In-shore or Off-shore based on your requirements and business necessity according to the best practices. Our Integrated solutions covers; set-up a complete new call center, re-engineering current call center, call center expansion and shift from Outsourcing model to in sourcing in-house call center (using our unique Blueprint Model).
- Call Center Set-up
In today's global economy, providing world-class customer service requires the skills of a chess grandmaster. The challenges include formulating the strategies for deciding where, how, and in what manner to best meet the needs of the customers in the face of rising new employee skill sets.
Other challenges include determining the right mixture of technology, facilities, business process and trained staffing to properly serve the customer. We will ensure the integration and alignment between all pillars (Strategy, Technology, Process, and People & Ergonomics) to deliver a world class call center.
- Call Center Ergonomic
The Call Center facilities and ergonomics play a pivotal and achieve dramatic improvements in call center agent productivity, retention, and health and safety.
We help you design your Call Center Internal Layouts and Ergonomics according to the international standards. We also assist you in getting the best equipment and using the best colors themes that matches your type of business and your company style. We help companies with walk-in customers to have the best flow of activities by recommending he best set of employees' desks/ cubes, headset types; workstations design style and size, air temperature and humidity, lighting design, noise level, use of floor space, desk space and storage.
- Vendors Selection Process
Technology Solutions
One of the major and crucial tasks in call center is the selection of the Technology infrastructure. The call center hardware and software is a complex and requires know how and expertise which reflect the efficiency part. The critical successful factor which impact your decision of when, how, who and what to select as a technology rely on the articulation of your goals and philosophy, translate them into action (purchase the right tools with the right requirements). We will be your partner to select the most competitive Technology solutions based on the best practice with the most cost effective approach which suite your needs and requirements.
----------------------------------------------------------------
Recruitment & Assessment Center
CV s Scrutinizing And Screening
We initially review CVs based on pre-set parameters, categorize, classify and save them in our data base, pass them to the first interviewing stage through phone screening direct them to the vacancies that matches their qualifications and skills.
Assessment Center
We are using a bundle of validated benchmark tests and tools to comply the job profile with client s job requirements and needs based on Skills Inventory Competencies (SIC).
Assessment tools (written) for all frontlines , Team Leaders, Supervisors and Managers positions for Services and Sales industries such as: customer services, sales, call center environment, speed typing, listening skills, and numerical reasoning, personality traits, English and leadership styles.
Face-to-face Interviews & Simulations
We conduct face to face interviews based on a set of real life situations (simulation) to highlight the set of skills that the candidate possesses in comparison to the set of skills required for the job
HR Outsource
The concept of HR outsourcing is to take care of the operations hassle and free your time to focus on results and deliverables. We have unique and flexible models which are catered to your needs and requirements as follow:
1. Company payrolls (recruiting and hiring)
2. Contacts Plus payrolls (recruiting and hiring)
3. Plug & Play approach (hiring and training)
Career Advice
Through our wealthy CV s data base along with Assessment Centre, we ve created the Career Advice Model whereby we are identifying calibers strength & weakness and fill the gaps through career sessions along with development tracks (conduct a tailored training from our catalog list).
Our aims are to horn and polish their skills and capabilities to match the labor job market needs. The program theme is to explore their potential for future opportunities and place them in the right position.
 online course |
 instructor-led class |
 learn at home |
 group study |
 self-directed study |
 cd-based training |
 DVD video training |
 printed book |
 e-book digital book |
 workshop seminar |
 train the trainer |
 computer-based learning |
 discount pricing |
 online tutorial |
Business Writing Skills Program
: Program Overview:
We are living in a time when effective business writing and communication skills are essential. Business writing styles have changed. If you or your team are not using updated business writing techniques, you may be jeopardizing a new deal, an ongoing project, or a successful client relationship.
A great deal of our business is now done over the Internet and through email. Business people are writing more today than ever before and you only have one chance to make a good impression in professional writing.
Our business writing courses will quickly provide you or your team with the skills to explain business concepts, products, more...
: Program Overview:
We are living in a time when effective business writing and communication skills are essential. Business writing styles have changed. If you or your team are not using updated business writing techniques, you may be jeopardizing a new deal, an ongoing project, or a successful client relationship.
A great deal of our business is now done over the Internet and through email. Business people are writing more today than ever before and you only have one chance to make a good impression in professional writing.
Our business writing courses will quickly provide you or your team with the skills to explain business concepts, products, more...Communication Skills Program
: Researchers assured that people in organizations typically spend over 75% of their time in an interpersonal situation; thus it is no surprise to find that at the root of a large number of organizational problems is poor communications, the purpose of communication is to get your message across to others clearly and unambiguously, doing this involves effort from both the sender of the message and the receiver. And it's a process that can be fraught with error, with messages often misinterpreted by the recipient. When this isn't detected, it can cause tremendous confusion, wasted effort and missed opportunity, in this program we will cover the basic process of communication and then we will cover more...
Culture Diversity Program
: There are too many obvious cultural differences that exist between peoples, such as language, dress and traditions, there are also significant variations in the way societies organize themselves, in their shared conception of morality, and in the ways they interact with their environment. In this program we will cover various cultural issues and pitfalls to recognize values, beliefs and norms of culture and how it affects behavior.
Key Learning Objective and Outcomes:
By the end of this program, participants will have been able to:
Understanding the meaning of culture and its value.
Know how more...
: There are too many obvious cultural differences that exist between peoples, such as language, dress and traditions, there are also significant variations in the way societies organize themselves, in their shared conception of morality, and in the ways they interact with their environment. In this program we will cover various cultural issues and pitfalls to recognize values, beliefs and norms of culture and how it affects behavior.
Key Learning Objective and Outcomes:
By the end of this program, participants will have been able to:
Understanding the meaning of culture and its value.
Know how more...Outsourcing Management
: This program was designed to highlight the importance of outsourcing models, advantages of the outsourcing and how to benefit from it.
Key Learning Objective and Outcomes:
By the end of this program, participants will have been able to:
Understand what is outsourcing mean
Understand the models of outsourcing
Chose the right partner to be the outsourcing
Target Audience:
Managerial level
: This program was designed to highlight the importance of outsourcing models, advantages of the outsourcing and how to benefit from it.
Key Learning Objective and Outcomes:
By the end of this program, participants will have been able to:
Understand what is outsourcing mean
Understand the models of outsourcing
Chose the right partner to be the outsourcing
Target Audience:
Managerial levelProblem solving and decision making
: Program Overview:
Effective decision makers are those rare individuals who are able to consistently identify and choose the best option among multiple alternatives. In this program, you will be provided with the training and tools necessary to become an inventive, logical decision maker. You'll explore a structured way to approach and dismantle problems, and you'll learn to clarify problems in terms of objectives and issues.
Key Learning Objective and Outcomes:
By the end of this program, participants will have been able to:
Understand more...
: Program Overview:
Effective decision makers are those rare individuals who are able to consistently identify and choose the best option among multiple alternatives. In this program, you will be provided with the training and tools necessary to become an inventive, logical decision maker. You'll explore a structured way to approach and dismantle problems, and you'll learn to clarify problems in terms of objectives and issues.
Key Learning Objective and Outcomes:
By the end of this program, participants will have been able to:
Understand Quality calibration and call monitoring
: Call Centre supervisors are constantly looking to improve employee performance. In Quality calibration and Call Monitoring, you will learn how to acquire and analyze performance through use of standardized measurements and side-by-side monitoring. You will also learn how to establish quality standards, implement and administer a quality evaluation system, and link the Quality calibration and Call Monitoring program with the coaching process.
Key Learning Objective and more...
: Call Centre supervisors are constantly looking to improve employee performance. In Quality calibration and Call Monitoring, you will learn how to acquire and analyze performance through use of standardized measurements and side-by-side monitoring. You will also learn how to establish quality standards, implement and administer a quality evaluation system, and link the Quality calibration and Call Monitoring program with the coaching process.
Key Learning Objective and Stress management
: More and more employees are experiencing daily stress, pressure, long hours or rapid change. The nature of employment has now changed, and the idea of a job for life has been replaced by an emphasis on performance. How do you manage your stress levels? The relaxation and stress management classes are about crisis control a methods of restoring your sense of well being when things go wrong. This program is designed to help you reduce stress, identify where it is coming from and provide you with tools, techniques and strategies to keep it under wrap.
Key Learning Objective and Outcomes:
By the end of this more...
: More and more employees are experiencing daily stress, pressure, long hours or rapid change. The nature of employment has now changed, and the idea of a job for life has been replaced by an emphasis on performance. How do you manage your stress levels? The relaxation and stress management classes are about crisis control a methods of restoring your sense of well being when things go wrong. This program is designed to help you reduce stress, identify where it is coming from and provide you with tools, techniques and strategies to keep it under wrap.
Key Learning Objective and Outcomes:
By the end of this more...Team building
: Putting together a solid corporate team is one of the most rewarding experiences in business. We will shape effective and influential relationship among the group to meet standards of this era. In this course, we will create the right spirit to work in the same direction towards the company objectives to land on team synergy. We will guide you to the right track to foster an enthusiastic and supportive environment for goal setting. In addition, we will provide you with the best techniques to motivate individuals to continually set new and challenging goals.
Key Learning Objective and Outcomes:
By the end of this more...
: Putting together a solid corporate team is one of the most rewarding experiences in business. We will shape effective and influential relationship among the group to meet standards of this era. In this course, we will create the right spirit to work in the same direction towards the company objectives to land on team synergy. We will guide you to the right track to foster an enthusiastic and supportive environment for goal setting. In addition, we will provide you with the best techniques to motivate individuals to continually set new and challenging goals.
Key Learning Objective and Outcomes:
By the end of this more...Time Management
: Time management is a set of skills, tools, and systems that work together to help you get more value out of your time with the aim of improving the quality of your life, we all know that everything takes longer than we believe it will. Plan as you may, you will almost always run out of time before you run out of work. This program is designed to improve your time management skills so you can work more effectively and make better use of your time.
Key Learning Objective and Outcomes:
By the end of this programme, participants will have been able to:
Understand meaning /value /importance of time.
Set more...
: Time management is a set of skills, tools, and systems that work together to help you get more value out of your time with the aim of improving the quality of your life, we all know that everything takes longer than we believe it will. Plan as you may, you will almost always run out of time before you run out of work. This program is designed to improve your time management skills so you can work more effectively and make better use of your time.
Key Learning Objective and Outcomes:
By the end of this programme, participants will have been able to:
Understand meaning /value /importance of time.
Set Workforce management
: As contact centers become more complex, the importance of having the right staff and supporting resources in the right places at the right time becomes ever more crucial to success. Workforce management is the process of utilizing accurate staffing figures every hour to maximize service and minimize cost. It is one of the most important planning and management functions of a call center manager or a supervisor.
Key Learning Objective and Outcomes:
By the end of this program, participants will have been able to:
Understand workforce management and impact of poor more...
Leading In the Contemporary Edge
: As contact centers become more complex, the importance of having the right staff and supporting resources in the right places at the right time becomes ever more crucial to success. Workforce management is the process of utilizing accurate staffing figures every hour to maximize service and minimize cost. It is one of the most important planning and management functions of a call center manager or a supervisor.
Key Learning Objective and Outcomes:
By the end of this program, participants will have been able to:
Understand workforce management and impact of poor Change Management
: a It's not that some people have willpower and some don't. It's that some people are ready to change and others are not.a
Change is ever-present in our society. It is the only constant we can count on. The way employees deal with these changes, will make or break the organizationa s ability to survive and remain competitive.
This program provides the knowledge and skill practice to empower and equip managers to help their employees meet the challenges and opportunities of their ever changing environment.
Key Learning Objective and Outcomes:
By the end of this program, participants will have been able more...
: a It's not that some people have willpower and some don't. It's that some people are ready to change and others are not.a
Change is ever-present in our society. It is the only constant we can count on. The way employees deal with these changes, will make or break the organizationa s ability to survive and remain competitive.
This program provides the knowledge and skill practice to empower and equip managers to help their employees meet the challenges and opportunities of their ever changing environment.
Key Learning Objective and Outcomes:
By the end of this program, participants will have been able more...Conflict Management
: Conflict can have a positive effect, but left unchecked, the dangerous results of conflict can include damaged relationships, destroyed creativity and productivity, lost commitment and wasted resources.
By taking a number of conflict management tools, techniques and theories and putting them into practical situations, this course aims to turn conflict into a productive force.
Key Learning Objective and Outcomes:
By the end of this program, participants will have been able to:
Identify exactly what conflict is, why it arises and how it can be utilized for maximum benefit.
Recognize the various more...
: Conflict can have a positive effect, but left unchecked, the dangerous results of conflict can include damaged relationships, destroyed creativity and productivity, lost commitment and wasted resources.
By taking a number of conflict management tools, techniques and theories and putting them into practical situations, this course aims to turn conflict into a productive force.
Key Learning Objective and Outcomes:
By the end of this program, participants will have been able to:
Identify exactly what conflict is, why it arises and how it can be utilized for maximum benefit.
Recognize the various more...Crisis Management
: Effective crisis management is accomplished through prompt response, early and continuous communication and effective execution. In this course, youa ll respond to crisis in a deferent and efficient way.
Key Learning Objective and Outcomes:
By the end of this program, participants will have been able to:
Understand the elements and Steps to crisis management.
Identify Crisis management team definition.
Learn Crisis management team responsibilities.
Recognize Frame of crisis more...
: Effective crisis management is accomplished through prompt response, early and continuous communication and effective execution. In this course, youa ll respond to crisis in a deferent and efficient way.
Key Learning Objective and Outcomes:
By the end of this program, participants will have been able to:
Understand the elements and Steps to crisis management.
Identify Crisis management team definition.
Learn Crisis management team responsibilities.
Recognize Frame of crisis more...Reward and Compensation
: Compensation and Reward system plays vital role in a business organization.
Since, among four Ms, i. e. Men, Material, Machine and Money, it can shift your company to the next level. In this course youa ll identify the process to apply the best reward system.
Key Learning Objective and Outcomes:
By the end of this program, participants will have been able to:
Be aware of the role of compensation and rewards in modern more...
Supervisory Skills
: Compensation and Reward system plays vital role in a business organization.
Since, among four Ms, i. e. Men, Material, Machine and Money, it can shift your company to the next level. In this course youa ll identify the process to apply the best reward system.
Key Learning Objective and Outcomes:
By the end of this program, participants will have been able to:
Be aware of the role of compensation and rewards in modern Coaching For Success
: Key Learning Objective and Outcomes:
By the end of this programme, participants will have been able to:
Understand Definition and Benefits of Counseling and Coaching.
Recognize Why Managers Avoid Coaching or Counseling.
Realize Characteristics of Effective Coaches and Counselors.
Identify When to Counsel or Coach.
Master How to Give and Receive Feedback.
more...
: Key Learning Objective and Outcomes:
By the end of this programme, participants will have been able to:
Understand Definition and Benefits of Counseling and Coaching.
Recognize Why Managers Avoid Coaching or Counseling.
Realize Characteristics of Effective Coaches and Counselors.
Identify When to Counsel or Coach.
Master How to Give and Receive Feedback.
more...Discipline Management
: In our culture, discipline can is a major problem facing corporate. In this course you will get your hand on the causes and solutions to beneficial discipline management.
Key Learning Objective and Outcomes:
By the end of this program, participants will have been able to:
Understand the purpose and reasons for implementing the companya s disciplinary procedure.
Know the common dos and dona ts in implementing disciplinary employment tribunal.
Target Audience:
Managers, executives, supervisors and team leaders
: In our culture, discipline can is a major problem facing corporate. In this course you will get your hand on the causes and solutions to beneficial discipline management.
Key Learning Objective and Outcomes:
By the end of this program, participants will have been able to:
Understand the purpose and reasons for implementing the companya s disciplinary procedure.
Know the common dos and dona ts in implementing disciplinary employment tribunal.
Target Audience:
Managers, executives, supervisors and team leadersEffective Meeting Skills
: Key Learning Objective and Outcomes:
By the end of this program, participants will have been able to:
Conduct a productive, motivating meeting.
Improve meeting quality and stay on agenda.
Review key issues and ideas for effective implementation.
Target Audience:
Supervisors, project managers, and anyone else who conducts meetings at work
: Key Learning Objective and Outcomes:
By the end of this program, participants will have been able to:
Conduct a productive, motivating meeting.
Improve meeting quality and stay on agenda.
Review key issues and ideas for effective implementation.
Target Audience:
Supervisors, project managers, and anyone else who conducts meetings at workInterviewing Skills
: Key Learning Objective and Outcomes:
By the end of this program , participants will have been able to:
Analyze Position & the Mandatory Success Factors
Identify Beginning the Selection Process
Recognize the relationship between the Resume and the Interview .
Be Aware of the right questions, Pre-Employment Tests and more...
: Key Learning Objective and Outcomes:
By the end of this program , participants will have been able to:
Analyze Position & the Mandatory Success Factors
Identify Beginning the Selection Process
Recognize the relationship between the Resume and the Interview .
Be Aware of the right questions, Pre-Employment Tests and more...Motivation Skills
: Key Learning Objective and Outcomes:
By the end of this program, participants will have been able to:
Understanding of motivation definition.
Realizing the relation between motivation and performance enhancement.
Understand how people can be motivated in many different ways.
Understand the concept of motivation from a theoretical perspective as well as a practical perspective.
Understanding motivations techniques.
Creating motivation plan and applying it.
Target Audience:
Supervisors, project managers, and anyone else who conducts meetings at work.
: Key Learning Objective and Outcomes:
By the end of this program, participants will have been able to:
Understanding of motivation definition.
Realizing the relation between motivation and performance enhancement.
Understand how people can be motivated in many different ways.
Understand the concept of motivation from a theoretical perspective as well as a practical perspective.
Understanding motivations techniques.
Creating motivation plan and applying it.
Target Audience:
Supervisors, project managers, and anyone else who conducts meetings at work.Performance Management
: Performance management includes activities to ensure that goals are consistently being met in an effective and efficient manner. Performance management can focus on performance of the organization, a department, processes to build a product or service, employees.
Key Learning Objective and Outcomes:
By the end of this program, participants will have been able to:
Understand the aims of performance management.
Identify acceptable standards of performance.
Conduct effective reviews of performance.
Set SMART objectives.
Manage the performance of the 'star', the 'plodder', the 'peaked' and the 'poor' employee
: Performance management includes activities to ensure that goals are consistently being met in an effective and efficient manner. Performance management can focus on performance of the organization, a department, processes to build a product or service, employees.
Key Learning Objective and Outcomes:
By the end of this program, participants will have been able to:
Understand the aims of performance management.
Identify acceptable standards of performance.
Conduct effective reviews of performance.
Set SMART objectives.
Manage the performance of the 'star', the 'plodder', the 'peaked' and the 'poor' employeePresentation
: A Presentation is a fast and potentially effective method of getting things done through other people. In managing any project, as public speaker, it is vitally important to be able to communicate your thoughts and ideas effectively, using a variety of tools and medium. You will need to develop and use this skill throughout your career, especially when you are working in the big competitive world. This program is designed to improve your presentation skills to get things done!
Key Learning Objective and Outcomes:
By the end of this program, participants will have been able to:
Learn presentation techniques more...
: A Presentation is a fast and potentially effective method of getting things done through other people. In managing any project, as public speaker, it is vitally important to be able to communicate your thoughts and ideas effectively, using a variety of tools and medium. You will need to develop and use this skill throughout your career, especially when you are working in the big competitive world. This program is designed to improve your presentation skills to get things done!
Key Learning Objective and Outcomes:
By the end of this program, participants will have been able to:
Learn presentation techniques more...Project Management
: Project management represents a vast array of principles, skills, tools, and techniques designed to help people or organizations select and design an undertaking, envision a successful outcome, schedule phases and milestones, minimize risk, and measure progress. In this program we will highlight various project management knowledge areas which cover project management context
Key Learning Objective and Outcomes:
By the end of this program, participants will have been able to:
Identify the project phases and life cycle.
Specify realistic objectives to stakeholder needs.
Realize project more...
AT&TAT&T
: Project management represents a vast array of principles, skills, tools, and techniques designed to help people or organizations select and design an undertaking, envision a successful outcome, schedule phases and milestones, minimize risk, and measure progress. In this program we will highlight various project management knowledge areas which cover project management context
Key Learning Objective and Outcomes:
By the end of this program, participants will have been able to:
Identify the project phases and life cycle.
Specify realistic objectives to stakeholder needs.
Realize project more...AT&T Certificate for Call Center Team Leaders
: 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.
Key Learning Objective and Outcomes:
By the end of this program, participants will have been able to:
Knowing what more...
: 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.
Key Learning Objective and Outcomes:
By the end of this program, participants will have been able to:
Knowing what more...AT&T Certificate for Call Center Team Leaders
: 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 more...
: 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 more...AT&T Certification for Managers
: 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.
Key Learning Objective and Outcomes:
By the end of this program, participants will have been able to:
How to integrate the more...
AT&T Certification for Supervisors
: 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.
Key Learning Objective and Outcomes:
By the end of this program, participants will have been able to:
The relationship more...
AT&T College of Call Center Excellence For Agents
: 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 better strengthen your agenta s overall skills and give them new techniques to improve your entire Contact Center performance.
Key Learning Objective and Outcomes:
By the end of this program, participants will have been more...
: 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 better strengthen your agenta s overall skills and give them new techniques to improve your entire Contact Center performance.
Key Learning Objective and Outcomes:
By the end of this program, participants will have been more...AT&T Diploma for Agents
: Even the best communicators in the world have their pitfalls. Through this course, you will gain the knowledge of how to better communicate with others as well as avoid misunderstanding. You will enhance your understanding people and know the power of empathy towards them.
This Course uncovers a new way of living, toward the excellence of life personally and professionally. It draws a new path toward our target, while providing the right spirit to face obstacles and failure in the way to achieve the pursued targets.
Customer Care and retention is increasingly becoming a key issue for most companies in today s competitive market place where customers demand more...
Sales ManagementSales Management
: Even the best communicators in the world have their pitfalls. Through this course, you will gain the knowledge of how to better communicate with others as well as avoid misunderstanding. You will enhance your understanding people and know the power of empathy towards them.
This Course uncovers a new way of living, toward the excellence of life personally and professionally. It draws a new path toward our target, while providing the right spirit to face obstacles and failure in the way to achieve the pursued targets.
Customer Care and retention is increasingly becoming a key issue for most companies in today s competitive market place where customers demand more...Cross and Up-Selling Techniques
: Cross-selling and up-selling is a superb way to increase the value of a sale by suggesting an accompanying product.
This course will teach you the skills you need to add value to your customer's personal or professional lives while increasing sales for the company. You'll go away from the training with a new attitude toward selling, and the skills needed to be successful in cross-selling, up-selling, and overcoming resistance.
Key Learning Objective and Outcomes:
By the end of this program, participants will have been able to:
Learn how to match your customera s needs to the accompanying more...
: Cross-selling and up-selling is a superb way to increase the value of a sale by suggesting an accompanying product.
This course will teach you the skills you need to add value to your customer's personal or professional lives while increasing sales for the company. You'll go away from the training with a new attitude toward selling, and the skills needed to be successful in cross-selling, up-selling, and overcoming resistance.
Key Learning Objective and Outcomes:
By the end of this program, participants will have been able to:
Learn how to match your customera s needs to the accompanying more...Customer Focused Selling Skills
: Customer-focused Selling is comprehensive and flexible sales development programs that will train your sales force to build successful business relationships by helping customers achieve both their business and personal objectives. Customer-focused Selling teaches your team a plan for developing an understanding between the customer and your salespeople throughout the sales process.
Key Learning Objective and Outcomes:
By the end of this program, participants will have been able to:
Determine the meaning and significance of customer-focused selling more...
: Customer-focused Selling is comprehensive and flexible sales development programs that will train your sales force to build successful business relationships by helping customers achieve both their business and personal objectives. Customer-focused Selling teaches your team a plan for developing an understanding between the customer and your salespeople throughout the sales process.
Key Learning Objective and Outcomes:
By the end of this program, participants will have been able to:
Determine the meaning and significance of customer-focused selling more...Master Outbound Skills
: Effectively Managing Outbound Calls teaches the skills to prepare for outbound calls and how to deal with them. The learner is also stepped through the preparation to make outbound calls including stress management. Leaving voice mail messages, developing secondary contacts, and delivering negative messages are also covered. Finally, the learner is guided through procedures to make persuasive calls, including calls for building relationships with prospective customers.
Key Learning Objective and Outcomes:
By the end of this program, participants more...
: Effectively Managing Outbound Calls teaches the skills to prepare for outbound calls and how to deal with them. The learner is also stepped through the preparation to make outbound calls including stress management. Leaving voice mail messages, developing secondary contacts, and delivering negative messages are also covered. Finally, the learner is guided through procedures to make persuasive calls, including calls for building relationships with prospective customers.
Key Learning Objective and Outcomes:
By the end of this program, participants more...Negotiation Skills
: The most successful managers and executive are known for having exceptional capabilities in achieving the desired outcomes. How do they do that? Through one common skill: Superior negotiation.
Negotiation represents the highest art of communication and requires the most challenging skills and competencies to always achieve win-win outcomes.
This program examines tools and techniques managers and executives need to acquire to become more successful leaders.
Key Learning Objective and Outcomes:
By the end of this program, participants will have been able to:
more...
Service ManagementService Management
: The most successful managers and executive are known for having exceptional capabilities in achieving the desired outcomes. How do they do that? Through one common skill: Superior negotiation.
Negotiation represents the highest art of communication and requires the most challenging skills and competencies to always achieve win-win outcomes.
This program examines tools and techniques managers and executives need to acquire to become more successful leaders.
Key Learning Objective and Outcomes:
By the end of this program, participants will have been able to:
more...Complaints handling
: The way that your frontline staff work with your customers in handling complaints has a direct impact on your bottom line and the lifetime value of your relationship with that customer! Make sure that they have the best skills, strategies and techniques to ensure that every customer experience is a memorable one. This program aimed at those people with direct contact with your customers whether it is face to face, on the telephone or via the internet.
Key Learning Objective and Outcomes:
By the end of this program, participants will have been able to:
Knowing what is anger, and the relation between more...
: The way that your frontline staff work with your customers in handling complaints has a direct impact on your bottom line and the lifetime value of your relationship with that customer! Make sure that they have the best skills, strategies and techniques to ensure that every customer experience is a memorable one. This program aimed at those people with direct contact with your customers whether it is face to face, on the telephone or via the internet.
Key Learning Objective and Outcomes:
By the end of this program, participants will have been able to:
Knowing what is anger, and the relation between more...Customer Loyalty and Retention Program
: During this detailed program, you will learn about each facet of the customer satisfaction measurement process, from determining objectives and cost justification through design, execution, and application of the results to your organization's customer relationship management operations. You will also have the opportunity to begin work on a real customer satisfaction survey, if you are about to embark upon a customer satisfaction measurement project, or if you need to re-think or redesign the current satisfaction measurement program in your company.
Key Learning Objective and Outcomes:
more...
: During this detailed program, you will learn about each facet of the customer satisfaction measurement process, from determining objectives and cost justification through design, execution, and application of the results to your organization's customer relationship management operations. You will also have the opportunity to begin work on a real customer satisfaction survey, if you are about to embark upon a customer satisfaction measurement project, or if you need to re-think or redesign the current satisfaction measurement program in your company.
Key Learning Objective and Outcomes:
more...Customer Relationship Management
: For any business, successful Customer Relationship Management navigation is becoming increasingly important in todaya s competitive business world. Customer expectations are always increasing, and business services must increase along with these expectations. CRM is the method through which businesses can connect with their customers and therefore serve them better. Businesses with successful CRM strategy and applications will notice a large increase in sales, customer satisfaction, and simply the overall success of the business.
Key more...
Customers types and behavior
: Dealing with customer are one of the most important things we have to know and show , it is a very well skill that few have . At this section we will know all what customer are all about.
Key Learning Objective and Outcomes:
By the end of this program, participants will have been able to:
We will know the types of customers.
We will know the color of customer as in mind set.
We will know how to treat them right way with no problem or even if there is .
We will know how to know which category are he or she , without talking to him or her.
We will know how to handle them and to deliver what they need and want .
Foundation of Customer Service Program
: Customer service is a requirement in today's business environment. This program is a comprehensive program that provides a strong foundation of skills and knowledge to succeed in the customer service industry. We will highlight various knowledge areas which cover evolution of customer service, value of customer service, reasons and impacts of bad service, dimensions of quality customer service, quality service measures.
Key Learning Objective and Outcomes:
By the end of this program, participants will have been able to:
Identify who the more...
Inbound Skills Program
: Effectively Managing Inbound Calls teaches the skills to prepare for inbound calls and how to deal with them. Guidelines for screening calls, putting a caller on hold, transferring a call and taking messages are taught. Also we will cover the most important skills required to handle inbound calls such as listening skills, speaking skills, phone etiquette and courtesy, greeting and closing and phone protocols through role plays and videos.
Key Learning Objective and Outcomes:
By the end of this programme, participants will have been able to:
more...
|
Head Office
19 CORNISH EL NILE, MAADI 1ST FLOOR Cairo Cairo 00202 |
Training and Seminar Locations |
