Introduction To Contact Centres

Introduction to Contact Centres is designed to explain the background to contact and call centres, how they work and what they can achieve. Equally as important, we cover how not to implement a contact centre operation, giving plenty of examples, 'top tips' and know-how.

Contact centres come in all shapes and sizes - from small help desks to major installations with hundreds of agents. This course is designed as an introduction to all. If you are considering a contact centre, becoming involved in the management of a contact centre or simply need to understand how to manage an effective contact centre then this course is for you.

The opportunities from contact centres are immense - high quality service, customer satisfaction and repeat business. However, the threats are equally considerable, as many organisations have discovered to their cost.

Our approach is to provide large numbers of tips and ideas, check lists, background information and lots of practical ideas you can utilise in your business.

The key areas covered by the course are as follows:

• The benefits of contact centres
• The potential for your business
• What makes a good contact centre
• Controlling call flow
• Hardware configuration
• Voice processing solutions
• De-centralised contact centres
• How should you design your solutions
• The role of management information systems
• Pay, conditions and environment
• Ongoing management
• Monitoring customer service
• The mystery shopper

Course Information

Who Should Attend

• Directors responsible for communications
• IT Professionals responsible for contact/call centres
• Contact/Call Centre Managers
• Facilities Managers
• Anyone entering the world of communications
• Contact/Call Centre Supervisors
• Help Desk Managers

Pre-Requisites

No prior knowledge is required although a basic understand of voice communications would be helpful.