Contact Centre Management for Non-Specialists
2 days|Delivered on request
Contact Centre Management for Non-Specialists is built for delegates who need to be useful in this area quickly. It starts at first principles and works through complaint handling and customer journey mapping without assuming prior specialist training. The programme exists because sales teams are frequently trained on the product and never on the conversation, and because capability in this area is usually built on the job with no structure behind it. Delegates leave able to work confidently with service level design, pipeline management and objection handling in their own organisation.
What delegates leave able to do
- Review service level design and say plainly whether it is working, measured against recognised service design practice
- Improve pipeline management within their own organisation
- Bring objection handling into line with current good practice
- Make a decision about key account management without waiting for a specialist
What the course covers
- Complaint handling
- Customer journey mapping
- Service level design
- Pipeline management
- Objection handling
- Key account management
- Proposal writing
Who should attend
- contact centre team leaders
- key account managers
- sales managers
- branch managers
