Call Centre Management

Suitable for: Supervisors and Managers of a call centre team

A foundation course in the effective management of your Call Centre while getting the best from your teams.

At the end of this session delegates will be able to demonstrate a better understanding of how to;

• Plan an effective use of resources within a call centre
• Use busy times and quiet times to achieve best performance
• Develop and motivate a call centre team
• Get the most out of call monitoring technology and prepare effective management reports
• React to and plan for operational bottlenecks
• Give meaningful feedback to call-centre agents and set achievable goals and targets
• Provide effective support and develop the management skills of team leaders, lead agents and supervisors

(One-day course) Enquire about booking this course now!

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Coaching, Counselling and Discipline

Suitable for: Team Leaders, Supervisors and Managers

At the end of this training session, delegates will have a better understanding of:

• Coaching and developing staff in the workplace
• Counselling team members
• Basic disciplinary interviewing and processes

 

(One-day course) Enquire about booking this course now!

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Effective Appraisals and Target Setting

Suitable for: Managers, Supervisors.

People want to know how they are doing, what they are doing right and where they can improve themselves. They appreciate recognition and quality time, they need to know where they are going and how they are going to get there. They need to see how their efforts reflect and tie into the vision and direction of the organisation. This course looks at:

• Planning for an appraisal interview;
• How to pre-brief your team members;
• How to record progress and make the best use of your organisation's appraisal forms;
• Realistic goal setting;
• Setting timeliness and target dates.

This course works within the framework of your organisation's existing procedures.

(One-day course)  Enquire about booking this course now!

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Recruitment and Selection Interviewing Skills

Suitable for: Managers, Supervisors or Team Leaders

An interview is a life-changing experience for both interviewees and interviewers! This course helps you to ensure that you get good people to help take your organisation’s image, style, and efficiency further forward. It can be expensive to recruit new members of your team; and even more expensive if you recruit the wrong people! We look at:

• The job description;
• Writing a person specification;
• Accepting or rejecting applications and CV’s;
• Being clear about whom you wish to interview;
• Competency-based and behavioural skills interviewing techniques;
• Make effective final selection of candidates.

(One-day course)  Enquire about booking this course now!

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Foundation of Management Courses - A series of one-day modules that can form part of a personalised program for your new and existing managers' development.

Suitable for: Managers, Supervisors and all people new to a Leadership or Management position

Module 1: Goal setting, planning and time management
Module 2: Motivation, delegation and empowerment
Module 3: Customer focus and selling skills for your internal and external customers
Module 4: Personal impact and influence, management style, problem-solving and decision-making
Module 5: Finance for non-financial managers (under development)
Module 6: Developing professional relationships and team building, coaching, counselling, the appraisal interview, the disciplinary interview
Module 7: Selection and recruitment interviewing skills
Module 8: Negotiation skills, powers of persuasion
Module 9: Image projection and marketing for managers
Module 10: Presentation skills and public speaking

Each of the above modules: are also available as stand alone one day courses.

Enquire about booking this course now!

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Goal and Objective Setting and Time Management

Suitable for: Managers, Supervisors or Team Leaders

At the end of this training session delegates will be better able to identify the value of;

• Work-Life Balance - the use of time in both their work and personal life
• The value of effective planning, scheduling and diary management
• Prioritizing tasks and projects
• Reorganising as operational pressures dictate
• Reducing stress and anxiety
• Completing small tasks as they contribute to freeing up time for larger projects
• Creating and maximising time
• Using time effectively

(One-day course) Enquire about booking this course now!

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Customer Service Excellence

Suitable for: Managers, Supervisors and all customer facing or telephone contact staff.

• What is effective customer service?
• Communication skills
• "Internal and External Customers"
• Building rapport
• Building relationships
• The "Pride and the Passion"
• Managing customer processes
• Making a difference

This course is available as a one day version or a two day more detailed version linked by an assignment.

(one day course)

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Handling Difficult Customers Course

Suitable for: Customer facing staff and those who use the telephone as part of their job role.

• Who is a difficult customer?
• What can go wrong?
• Triggers and warning signs
• Creating the right impression
• Effective questioning and active listening
• Techniques for managing difficult calls
• Conflict resolution
• Assertiveness in customer service

(One day course)

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Change Management

Suitable for Managers and supervisors

In business we frequently have to change our systems, working practices, procedures or strategy in order to increase efficiency, reduce costs, keep up with an ever changing market place, include the latest legislation and match ever changing customer expectations. This course looks at the processes of planning and implementing change and how to get involvement and “buy in“ from the people and teams who would be affected by such change.

• Why change?
• Planning for change
• The “cost “of change
• Building expectations
• Selling to your team your new concepts and ideas.
• Setting new goals for your team
• Supporting your colleagues and your team during the transitional period.
• Promoting a culture for pro active and continual change

 

(One day course)

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Selling Skills and Customer Service Course

Suitable for: Managers, Supervisors and all team members who are involved with selling, or interacting with existing and potential customers

At the end of this learning experience, delegates will be better able to understand the techniques of selling and providing a quality service to customers while promoting the image of the business, gaining loyalty, reputation, gaining new customers and getting repeat business.

 Delegates will be able to demonstrate an understanding of

• How to build an effective rapport with potential and existing customers
• Identify the features and benefits of the product or the service you can offer
• Establish and understand what similar products are on the market
• Recognise who your competitors are and look at how your products and services can and provide better value and quality
• Express the “unique selling points” of your product or services and relate to your potential customers specific needs
• Deal with customers who raise objections or arguments
• How to make and “close the sale” of your goods or services
• How to deal with customer complaints and dissatisfaction
• How, by building up relationship, they can make a lasting impact
• Promoting the image and reputation of your business
• Gain customers' loyalty
• Promote the  value of “after sales service”

(One day course)

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Conflict Management and Resolution

Suitable for: Directors, Managers and Supervisors

In the best working environments and teams, conflict is an issue that will arise from time to time. Some conflict could be seen as being "healthy" and provoke constructive discussion. Other Conflict can become negative. If negative conflict goes unrecognised or unchecked it can have a major detrimental effect on a team through low morale, absenteeism and therefore hit productivity. It can even lead to key and effective staff members leaving an organisation. If conflict goes to a hearing, appeal and arbitration it can also become very costly to a business and could cause a business to pay large sums in compensation or settlements. Conflict management therefore is a key skill for effective managers.

This course addresses the following:

• What is Conflict?
• The background to employee relations & conflict in the workplace
• What causes workplace conflict ?
• Actions to help you minimise conflict
• Ways to deal with conflict
• Some tips on dealing with difficult people
• Skills practice

(one day course)

 

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Remember, many of the above courses can also be customised to suit your specific needs and corporate style!

Contact us now to find out what we can offer you.

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