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021-2278-5644 info@excelis.co.id

Program Details

Objectives :

  • To equip participants with the leading principles & practices related to Contact Center People Management.
  • To allow participants to gain insights and ideas from the world wide best practice Contact Center People Management.
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Outline :

1. Contact Center Organization

  • a. Contact Center Characteristic and Environment.
  • b. Contact Center Organization Structure.
  • c. People Management Process.

2. Develop Job Description

  • a. Job Analysis.
  • b. Writing Job Description.
  • c. Job Specification.

3. Hiring

  • a. Resource Planning.
  • b. Recruitment.
  • c. Selection.
  • d. Placement & Orientation.

4. Learning & Development

  • a. Learning .
  • b. Training.
  • c. Career Development.

5. Building High Performance

  • a. Employee Benefits.
  • b. Building Motivation.
  • c. Building Culture & Team Effectiveness.
  • d. Employee Satisfaction.

6. Turn Over & Retention

  • a. Turn over Analysis.
  • b. Turn over Management.
  • c. Retention Management.
  • d. Reward Program.

Other Information

Target Participants: 

  • Human Resources Contact Center.
  • Manager
  • Supervisor

Duration : 2 Days Program

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