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Program Details

Objectives :

  • Know the role of the leader in the contact center and how to be able to carry out that role as leader effectively.
  • Know business environment in the contact center must be understood by the Contact Center Leader.
  • Know ‘what to’ and ‘how to measure’ contact center performance.
  • Provide knowledge and improve skills on how to manage daily contact center operations.

Outline :

1. Contact Center Business Environment

  • Contact Center Model for Success.
  • Organization Contact Center.
  • Business Scheme Contact Center Management.
  • Customer Expectation.
  • Unique Environment Contact Center.

2. KPI Contact Center

  • Speed Performance.
  • Quality Performance.
  • Efficiency Performance.
  • Cost Performance.
  • Outbound Call Performance.
  • Strategic Impact Performance.

3. Daily Managing Contact Center

  • Daily Managing Objective.
  • Contact Center Excellent Perspective.
  • Managing Real Time Transaction.
  • Managing Deferred Transaction.
  • Managing Staff Availability.

4. Managing Quality

  • Managing the Voice of Customer
  • Managing Interaction Quality
  • Leader Roles in Quality Improvement

5. Leadership

  • Leader vs Manager.
  • What is Leadership?.
  • Role & Responsibility of Supervisor in Contact Center.
  • Understanding Personal Character and Its Benefits.
  • Building Team Motivation.

Other Information

Target Participants: 

  • Team Leader
  • Supervisor

Duration : 2 Days Program

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