Call center management

Call center management from Peakford Management Consultants

By: Peakford Management Consultants  12-06-2010
Keywords: Call Center Management

CALL CENTRE MANAGEMENT

 

 

This unique course developed especially for South Africans and based on South African experience

 

 

Course Content

 

Stream 1 - People:

 

·         Module 1 - Call Centre structures and organisational issues

·         Module 2 - Call Centre job descriptions and core competencies

·         Module 3 - Call Centre people and relevant legal issues

·         Module 4 - Call Centre recruitment and selection procedures

·         Module 5 - Call Centre capacity planning

·         Module 6 - Call Centre staff training and customer education

·         Module 7 - Call Centre people performance measurement

·         Module 8 - Call Centre staff career planning

 

Stream 2 - Processes:

 

·         Module 1 - Call Centre management strategies

·         Module 2 - Call Centre processes and managing the change they create

·         Module 3 - Call Centre processes and the rest of the organisation

·         Module 4 - Call Centre interactivity with direct marketing

·         Module 5 - Call Centres and database management

·         Module 6 - Call Centres and customer relationship management

·         Module 7 - Call Centres and direct mail activities

·         Module 8 - Call Centre ergonomics

·         Module 9 - Call Centre business continuity planning

·         Module 10-Call Centre service level agreements

 

 

 

Stream 3 - Technology:

 

·         Module 1 - Call Centre systems and the design thereof

·         Module 2 - Call Centre system projects and the management thereof

·         Module 3 - Call Centre systems and managing the change they create

·         Module 4 - Call Centres and customer relationship management systems

·         Module 5 - Call Centres and automatic call distribution and voice logging

·         Module 6 - Call Centres and interactive voice response

·         Module 7 - Call Centres and automatic dialling

·         Module 8 - Call Centres and computer  telephony integration

·         Module 9 - Call Centres and defining performance measures

·         Module 10 -Call Centres and workforce management systems

·         Module 11-Call Centre future technologies

 

     Stream 4 - Finance

         

·        Module  1 - Introduction

·        Module  2  -  Demystifying Accounting Terminology & Reports

·        Module  3  -  Budgeting

·        Module  4  -  Assessing Capital Expenditure

·        Module  5  -  Preparing a Capital Expenditure Analysis

·        Module  6  -  Monitoring and Measuring Performance

·        Module  7  -  Evaluating the Financial Effects of Managerial Decisions

 

       Stream 5  -  Strategy

Module 1  -  Situational (or Current State) Assessment and Problem

Module 2  -  Project Description

Module 3  -  Solution Description

Module 4  -  Cost and Benefit Analysis

Module 5  -  Implementation Timeline

Module 6  -  Critical Assumptions and Risk Assessment

Module 7  -  Conclusions and Recommendations

Module 8  -  Executive Summary

Keywords: Call Center Management

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