Advanced Contact Centre Management
5 days|Delivered on request
This advanced programme assumes delegates already work in the field. It goes past the basics into upselling and cross selling, pipeline management and the judgement calls that sit outside the Consumer Protection Act. At this level the constraint is rarely knowledge. It is judgement under pressure, which matters because sales teams are frequently trained on the product and never on the conversation. Delegates leave able to work confidently with voice of the customer programmes, service level design and customer retention in their own organisation.
What delegates leave able to do
- Bring voice of the customer programmes into line with current good practice, measured against the Consumer Protection Act
- Spot where service level design is failing before it becomes a finding
- Take ownership of customer retention rather than escalating it
- Put objection handling on a footing they can defend to a reviewer
What the course covers
- Upselling and cross selling
- Pipeline management
- Voice of the customer programmes
- Service level design
- Customer retention
- Objection handling
- Negotiation in sales
Who should attend
- sales managers
- branch managers
- client relationship managers
- customer service managers
- key account managers
