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
