Course Objectives
Establishing and managing a call centre and help desk requires a range of specialist knowledge and people skills. In this course, an overview of the core areas is presented with clear guidelines given
This course will be of benefit to all participants seeking to:
 Increase standards of service and customer satisfaction
 Improve morale, team work and staff retention
 Increase efficiency through better use of resources
Course contents
Strategy and Service Levels
 Understanding the role of the call centre and help desk manager
 Analyzing business needs and defining/reviewing the scope of your operation
 Forecasting call traffic and scheduling staff
 Understanding key contact centre terms and using a common vocabulary
 The importance of key performance indicators (KPIs)
 Using KPIs, SLAs and other measures
 Using Management Information Systems (MIS) as a reporting tool
 Recognizing performance gaps and identifying their causes
 Levering performance – exploring options, procedures and ‘what if…’ scenarios, making performance happen
 Pre-empting common call centre and help desk set-up issues
 Creating understanding of the aims and objectives of improving the quality of customer care on the telephone, by letter and email
Recruitment and Selection
 Building your core team – identifying the required competencies to support you
 Key stage in preparation – job analysis, catchment area profiles, developing a person specification and job description
 Identifying a correct match for the job to increase retention
 Attracting applicants through best practice techniques
 Systematic selection – reviewing popular methods including keyboard and visual tests, psychometrics, face-to-face interview and group discussion
 Follow through – process checks to ensure all is working and refinements are made as necessary
Training and Skills Development
 Ensuring the call centre and help desk is ready for training
 Understanding the training process – from beginning to end
 Foundation skills for call centre and help desk training course
o listening skills
o empathy skills
o call control
o product knowledge
o rapport