Details
Center Benefits :
• Corporate Venue: Onsite or at SitesPower
• UAE Ministry of Education Accredited Institute
• Certificate of Achievement (Ministry Attestation fees apply)
• Exams: Qualification exams available (fees excluded)
Overview
The contact center industry is one of the fastest growing professional fields globally.
This program gears you up with the most current tools & techniques in practice and the most effective & efficient approaches of the industry-professionals.
The scope of this program for the Contact center managers encompasses; envisioning the Future Leadership Strategy, Setting Quality standards, Forecasting potential requirements and impediments, Scheduling, Cost management, Hiring, Training, Coaching,
Supporting, and Performance Leadership and Management.
Learning outcomes:
• How to align the contact center practices and standards with the vision of the organization
• How to use measures and KPIs to achieve call center success
• How to evaluate the current status and move to the higher standards through continuous improvement
• Know the best and the latest call center practices.
• Know the most effective approaches to create effective Service Level Agreements with customers
• Know the most effective approaches to create effective Operating Level Agreements(OLA) with teams and various departments
• How to establish a training budget and plans for new recruits
• How to plan, establish and foster a Total Quality Management TQM culture at a call center
• How to estimate workforce demand, carry out; succession planning, staffing and retention at a call center
Who Should Participate
• The training course is ideal for managers of call centers, Help desk managers, supervisors, and experienced team leaders, business professionals being transferred to the call center, leaders assigned responsibility forming a new call center department
or business, contact center recruiters, coaches, trainers, mentors and quality assurance professionals
Prerequisites
• Attendees should possess a basic understanding of what a call center is, how calls flow into a center, and basic call center terminology.
• Duration* 3 to 5 days
• *Depending on the number of delegates (group size)
Outline
Contact Center Industry and the vision of an organization
Chapter 2
Performance, Success and Measures KPIs
Chapter 3
Evaluation and Improvement
Chapter 4
Industry Leaders
Chapter 5
Services and Standards Agreements
Chapter 6
Recruitment & development of the workforce
Chapter 7
Total Quality Management
Chapter 8
Human Resource Management in Cal Center Environment
Chapter 9
Multiple Team Management
Chapter 10
Delivering Quality Results
Training programs are tailored from certification courses in a wide range of areas to deliver exact skills your staff need. Our course clients include numerous prestigious organizations in Dubai, the United Arab Emirates, Saudi Arabia, Qatar, Kuwait, Bahrain, Oman and more. From our track record in customer service for customized training, SitesPower has earned numerous achievements since launching course offerings in Dubai 2001.
Furthermore, SitesPower is the only training center or institute in Dubai to have these international training authorizations while also accredited by the UAE Ministry of Education (certificates can be attested for course achievement from Dubai & Sharjah Education Zones). Career development certification programs available in Dubai and Sharjah public course schedules, if course prerequisites met, for:
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