Call Centre Management

As customer satisfaction and customer retention have become a greater focus in today's business markets, with organisations beginning to measure the future value of the business, so inbound customer call centres have moved from a "back office" role to a role as the most important profit centre in the business. This repositioning has seen several changes:

• Call centre service has become a source of competitive advantage, differentiating companies and their products from those of the competitors.
• Customers' expectations have risen, and they now expect and demand easy, seamless access to companies via telephone.
• Call centres have come to be regarded by corporate management as an investment in future value for the company.

The rapidly evolving nature of the Call Centre, and the new requirements for performance measurement in this area have led to particular concepts, practices and methods for managing these "businesses within the business". Today, many organisations regard the quality of Call Centre performance as a key element for long term survival, competitive advantage and success in the global economy.

The principles, concepts and basic tools of Call Centre Management are essentially those of good management generally. Nevertheless, the management of a Call Centre brings its own challenges, not the least of these being the richness of the environment in terms of data. This course aims to reveal the particular challenges of the Call Centre, and give some practice in the use of some of the management tools necessary to deal with the data-rich environment.

How You Will Benefit

The objectives of this course are to give the participants

• An understanding of particular concepts and tools for Call Centre Management.
• An appreciation of the effect of the data-rich Call Centre environment on people, organisations, and society.
• Skills necessary for development and management of the Call Centre as a corporate asset.

Who Should Attend 

• Managers with responsibility for Call Centre development and management
• Strategic managers with responsibility for planning and implementation
• Managers with responsibility for designing Call Centre products and services
• Those with responsibility for creating long-term customer value

Robenny - School Of Business designed the course opening to participants at middle to senior management level, who are responsible for Call Centre initiatives in a company, and senior executives who wish to overview the basic function of the Call Centre and modern methods for its management. There will be special emphasis on creating and interpreting Call Centre metrics.