22Days05Hrs19Mins29Secs
May 20 2024

Call Centre Management for Frontline Staff and Relationship Managers(May 20-21) Virtual

  • 9:00am
  • National Banking College

Background

Effective call centre management means happier customers, more productive agents, and clear communication strategies that speed up the resolution process.

Programme Objectives

  • Quality service and integrity
  • Evaluating call handling in terms of sales and customer care training
  • Plan for operational bottlenecks
  • Review and questions
  • Action plans

Course Outline

Overview of call centre industry
Business planning in the call centre
Planning the technology & telephony
Human resource planning
Ergonomic issues in the call centre
Management, motivation, and communication in the call centre
Managing performance and quality in the call centre

Target Group

  • Call Centre Teams

CostGHC000

To register, contact the programmes secretariat now !

+233 (0) 302 760006