Contact Centre Management for Managers
3 days|Delivered on request
This programme is for the person accountable for the work rather than the person doing it. It covers service standards and sales forecasting from the position of someone who must review, approve and answer for the output. Managers carry this because customer complaints are logged far more often than they are analysed, and the accountability does not delegate cleanly. Delegates leave able to work confidently with telephone and contact centre skills, upselling and cross selling and customer journey mapping in their own organisation.
What delegates leave able to do
- Take ownership of telephone and contact centre skills rather than escalating it, measured against recognised service design practice
- Bring upselling and cross selling into line with current good practice
- Put customer journey mapping on a footing they can defend to a reviewer
- Make a decision about voice of the customer programmes without waiting for a specialist
What the course covers
- Service standards
- Sales forecasting
- Telephone and contact centre skills
- Upselling and cross selling
- Customer journey mapping
- Voice of the customer programmes
- Consultative selling
Who should attend
- service desk staff
- contact centre team leaders
- client relationship managers
- sales representatives
- customer service managers
