Fundamentals of Contact Centre Management
2 days|Delivered on request
Fundamentals of Contact Centre Management is built for delegates who need to be useful in this area quickly. It starts at first principles and works through consultative selling and upselling and cross selling 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 recovery, negotiation in sales and customer retention in their own organisation.
What delegates leave able to do
- Put service recovery on a footing they can defend to a reviewer, measured against consultative selling methodology
- Explain negotiation in sales to someone who does not do the work
- Take ownership of customer retention rather than escalating it
- Spot where key account management is failing before it becomes a finding
What the course covers
- Consultative selling
- Upselling and cross selling
- Service recovery
- Negotiation in sales
- Customer retention
- Key account management
- Objection handling
Who should attend
- branch managers
- sales managers
- sales representatives
- contact centre team leaders
