Contact Centre Management Auditing and Assurance
3 days|Delivered on request
This programme is written from the assurance side. Delegates learn to test whether voice of the customer programmes and service standards are working as claimed, and how to evidence the conclusion. Assurance work is under scrutiny because sales teams are frequently trained on the product and never on the conversation. Delegates leave able to work confidently with pipeline management, complaint handling and customer retention in their own organisation.
What delegates leave able to do
- Spot where pipeline management is failing before it becomes a finding, measured against recognised service design practice
- Take ownership of complaint handling rather than escalating it
- Bring customer retention into line with current good practice
- Improve key account management within their own organisation
What the course covers
- Voice of the customer programmes
- Service standards
- Pipeline management
- Complaint handling
- Customer retention
- Key account management
- Service level design
Who should attend
- service desk staff
- sales representatives
- sales managers
- key account managers
- client relationship managers
