Contact Centre Management: Tools and Techniques
3 days|Delivered on request
This is a hands-on programme. Delegates spend most of the time working through complaint handling and needs analysis on live scenarios rather than listening to theory about them. The practical emphasis is deliberate: sales teams are frequently trained on the product and never on the conversation, and reading about the method has repeatedly proved insufficient. Delegates leave able to work confidently with key account management, upselling and cross selling and service recovery in their own organisation.
What delegates leave able to do
- Review key account management and say plainly whether it is working, measured against recognised service design practice
- Spot where upselling and cross selling is failing before it becomes a finding
- Explain service recovery to someone who does not do the work
- Put customer retention on a footing they can defend to a reviewer
What the course covers
- Complaint handling
- Needs analysis
- Key account management
- Upselling and cross selling
- Service recovery
- Customer retention
- Proposal writing
Who should attend
- contact centre team leaders
- key account managers
- branch managers
