Call Centre Team Leader Training must equip Team Leaders for the following key responsibilities:
To manage a team of Customer Services Advisers delivering first class, professional customer service to the public and a high quality front line service to the Company and its partners.
To supervise the workload of the team, allocating team members to optimise service provision and administrative support across the hours of the operation of the Customer Service Department.
To monitor the changing needs of service, liaising with internal and external customers to identify areas for improvement and make recommendations for service improvement and implementing those improvements to the satisfaction of internal and external customers.
To ensure that the team follows established procedures for each service request, including logging, processing and progress chasing enquiries, adhering to agreed Key Performance Indicators, Service Level Agreements and quality standards to maximise customer satisfaction.
To ensure statistical information is produced, collated and analysed on a daily basis to assist in evaluating the efficiency of the team and to inform resource allocation and service improvements.
Who should attend
This program is prepared for call centre team leaders
Empowering Lectures, Demonstrations, Small group discussions and presentation, Brainstorming sessions, Question and answers, Energizing activities, Graphic slide shows, Simulations, Experiential learning, Open loop story telling, Reflective metaphors and Icebreakers
Our Expert Trainers
Our trainers are PSMB Certified. They possess vast relevant experience in their own specific fields as practitioners and trainers. Each comes with an impressive list of clients whom they have personally rendered their training services to. Trainer profiles are attached with each training proposal sent to clients.
100% Activity based training