Course Details

Course overview

Call Centre is essential and crucial part of any growing and ambitious company in the modern business world. Despite the availability of new channels of interaction with customers - social media and alike, the phone is still one of the best tools to make your clients hear you and vice versa. That`s why professional call centre operations manager plays such a significant role.

This course provides all required techniques, skills and tools for successful fulfilment of call centre Operations Manager Duties. Participants get certification on the possession to apply best and newest practices and to set high standards of up-to-date call centre operations. The course studies the importance of qualified and well-managed team and the advanced methods of HR management to achieve best day-to-day working environment and high level of efficiency. We expose the insights of the best and systematic approach for the achievement of call centre operations Excellency.

Beside the benefits mentioned participants study the areas of various additional competencies that are part of the today’s professionalism, and these include:

• Standards, prerequisites and central elements of successful contact centre
• Exploring the structure for operations for the best-performing call centre
• Looking closer at customer expectations to improve main work processes
• Bring the etiquette and communication skills of your team to perfection
• Know the ways to optimize costs and increase performance of a call centre

Course Content

• Call Centre definition, responsibilities, services, and tasks
• Classification of Contact Centres and authentication of its main Essentials
• Critical structure and elements of the Successful Call Centre Operations
• Understanding the standards for Customer Service Excellence for Contact Centre
• Efficient tactics and norms to manage Internal and External Clients Expectation
• Call Centre operations as an Independent department and as Part of a Company
• Must-have Equipment and Technologies for contemporary Call Centre
• Contact Centre Communication and Etiquette Essentials for maintaining Efficiency
• HR Manager job role, tasks, and responsibilities for Contact Centre Management
• Training and Professional Development of new and existing employees
• Call Centre Operational Costs Structure and solutions for Efficiency Optimization
• Increasing overall Efficiency while keeping Customer Service quality in Vision
• Primary components for successful Management of Contact Centre Excellence
• Aspect of Teamwork, Communication Skills and interpersonal Skills in Call Centre
• Contact Centre Operational Efficiency and selecting and right Data and Metrics
• Revising guidance and tips on how to implement the course knowledge in Praxis

What will you gain

The Atton Institute Certification as the Manager for the Call Centre operations lets you:

• Achieve and systematically maintain operations excellence of a Call Centre
• Boost your career by improvement of your professional skills as call Centre Manager
• Improve the level of client service and impact the overall customer experience
• Increase contact center financials and key effectiveness performance indicators
• Study processes to be implemented to achieve constant quality level
• Possess practices making customers phone interaction to be the positive experience
• Overcome stress and be confident in handling any difficulties with professionalism
• Know the best HR practices that positively impact your team management results
• Discover the keys to building successful employees motivation and retention plan
• Know the best contact center latest tools, equipment and technologies
• Be able to make the Call Centre achieving the outstanding results for your client