Company Name: Simphumelele-Zacron and NORCAZ Academy Telephone: Fax: Cell Phone: Email: eventszacron.co.za Website:

Course Title:   Call and Contact Centre Management Training

COURSE OVERVIEW

The Call and Contact Centre industry is a fast-moving, ever-changing and competitive environment that has its unique challenges. Managers, Supervisors and Team Leaders need to continuously improve their standards to ensure their competitiveness and effective results.
A fundamental element of such success is the quality of training and development interventions to continuously improve the performance of employees, which ultimately provides a high level of customer care.
This training programme addresses the unique challenges of the industry, but moreover aims to provide guidelines to improve the performance of employees. Emerging managers are also equipped with the necessary management skills to advance their careers in Call Centre Management.

Delegates are furthermore exposed to the global best practice in Call Centre management.
 
OUTCOMES
 
After the completion of this programme, delegates will have a comprehensive practical understanding of:

- The typical challenges of call centres
- The required skills and competencies of employees
- System Skills Training
- Performance Management of call centre employees
- Management Development in call centres

DAY ONE
- The Call Centre Industry and global best practice
- Role clarification - management and employees
- Skills and competencies for recruiting and profiling the call centre position
- Learning, training & development in call centres; building high performance teams
- Coaching and mentoring
- Addressing staff turnover in call centres; personal mastery and development of the employee
DAY TWO
 
- Call Centre Quality Assurance best practices, including managing call centre information
  and resources effectively.
- The development and improvement of employee performance
- Setting standards and measuring and evaluating performance
- Delivering excellent customer service
- Communicating and connecting with the customer
- Dealing with difficult/irate customers
- Emotional intelligence and managing stress
- Management development in call centres

Who should attend?
Emerging Managers, Supervisors, Team leaders, Managers and HR professionals in the call centre industry.

Course Title 2 Call and Contact Centre Management Training Classification Business -> Call Centre Course Requirements Price Fee: R4,788.00 incl. VAT Group booking for 5 delegates: R19,950.00 incl. VAT In-House Group Booking 10 delegates: R28,500.00 incl. VAT (Group bookings and in-house bookings are payable at registration) Notes

Course Information Location Western Cape - Cape Town Course Type Workshop Start Dates TBA Length of Course Final Registration Date

Contact Details Name Ronell Phone 073 291 0450 Email eventszacron.co.za