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Overview & Objective
This two-day CCCS course will cover the basic and advanced
topics in Contact Center Management that enable the
participants to increase their awareness and knowledge of
the latest development of Contact Center in terms of technology
as well as management concept.
This two-day course addresses the importance of managing the
Contact Center Team and exceeding customer expectations by
elevating service level, customer care and professionalism
at the Contact Center. Participants will have an
effective learning of Contact Center including required
skills and mindset to provide the strategic value to
customers and the company and to build a successful team to
achieve your Contact Center business objectives.
Course Discussions and Exercise
Lots of exercises allowing participants immediately apply
the contents that they have learnt in class. In-class
activities are designed to accommodate a broad range of
Contact Center environment. Stimulating exercises, video,
business case studies, role-play and are provided throughout
the session, allowing participants to sharpen their problem
solving techniques and to improve their Customer Service and
Business Management skills and mindset for a world class
Contact Center.
This course is designed to accommodate a broad range of
intensive customer service, relationship management and
fulfillment environments. Lots of
Peer-to-Peer consulting opportunities and exercises allowing
participants immediately apply the contents that they have
learnt in class. In-class activities are designed to
accommodate a broad range of Contact Center environments.
Certification Procedures
To achieve the certification, participants should attend the
above two-day training and complete an on-line written
examination and submit a CCCS project paper. The purpose of
the exam is to ensure that the
participants will have working knowledge and apply what they
have learnt from the training at their workplace.
Each participant has 1 month from the course date to
complete the written exam. The written exam takes
approximately 1hour. All exams are on pass / fail basis.
As each participant is unique with the strength and
weaknesses, the key benefits of the project paper are
instructor will review your exam and project with you and
help you plan for success to ensure that each participant
will be able to apply the best practices learned to lead and
manage a world class Contact Center team.
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Who Should Attend
Suitable for all levels of staff from Manager to
Professionals involved with CRM, Contact Centers/Customer
Services, Sales and Marketing. Prior knowledge of Contact
Center is an advantage but not essential.
Course Outline
World
Class Contact Center Best Practices
• Contribution of The Contact Center Team
• Foundation of a World Class Contact Center
• Contact Center Best Practices
• HIT and JIT Training
Coaching
and Supervisory Skills
• Fundamentals of Coaching
• Coaching and Communication
• Coaching for Retention
• Coaching Difficult Employees
Managing & Motivating Performance
• Leadership
• Empowerment & Ownership
• Staff Motivation
• Team building
• Achieving Team Targets
• Stress management
• Practical ways for stress management
• Emotion management
Problem
Solving
• Investigation & Problem Solving
• Root Cause Analysis
• Tools and Techniques
Customer Service Skills
• Understand the importance of customer retention and
link to profitability
• Service Level Agreement
• Exceeding Customer Expectations
• Building the Relationship with Customers
• Business Severity and Priority Levels
• Strategies to Handle Difficult Customers
Quality
Assurance
• The Corporate Culture: Service Culture
• Service Level Agreement and Management
• Quantitative and Qualitative Metrics
• QA Best Practices
• Best-in-Class Contact Center Benchmarking
Time
Management
• Problem Solving Identify Time Demand
• Practical Ways to effective time management
• Techniques for Time Management
• Time waster identification
• Practical ways to enhance productivity
• Overcome Overtime |
