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Overview & Objective
This two-day CTMS 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 Telemarketing in terms of technology as well as management
concept.
The 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 telemarketing and sales objectives.
Teaching Activities
Stimulating
exercises and Micro Analysis are provided throughout the session,
allowing participants to sharpen their telemarketing techniques and
to improve their Customer Service skills and mindset. This course is
designed to accommodate a broad range of customer service and
fulfilment environments.
Certification Procedures
To achieve the
Telemarketing Supervisor Certification, participants should attend
the two-day course, complete an online exam and submit a CTMS
project paper.
Each participant has 1 month from the course date to complete the
online exam. It takes approximately 1 hour. All exams are on pass /
fail basis. If necessary, a Certified Instructor will review your
project with you and help you plan for success.
Who
Should Attend
Managers, Supervisors, Team Leaders, Officers and Executives of
Contact Centers/Customer Services and people who would like to learn
more and join the Contact Center/Customer Service industry. Prior
knowledge of Customer Support Center is an advantage but not
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Course Outline
World-Class Contact Center
• Contribution of The Contact Center
• Foundation of a World-Class Contact Center
• Customer Contact Matrix
• Service Level Agreement
Coaching and Supervisory Skills
• Fundamentals of Coaching
• Coaching and Communication
• Coaching for Retention
• Coaching Difficult Employees
• Staff Motivation
• Types of Motivation
• Leading and Building A Successful Team
• 4 stages of forming a team
• Achieving Team Targets
• Empowerment & Ownership
Proactive Problem Solving
• Investigation & Problem Solving
• Root Cause Analysis
• Tools and Techniques
Managing Telemarketing Campaign
• Planning a Telemarketing Campaign
• Resources Management
• Call Planning
• Telemarketing KPI’s
• Prioritizing the Resources
Managing Telemarketing Team
• Management of Telemarketing Team
• EQ management (e.g. how to face when low hit rate)
• How to carry on the morale of selling
• Creation the desire
• Sales Time Management
Quality Assurance
• The Corporate Culture: Service Culture
• Service Level Agreement and Management
• Quantitative and Qualitative Metrics
• QA Best Practices
• World-Class Benchmarking
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