Strategic Contact Centre Management
5 days|Delivered on request
Strategic Contact Centre Management looks at this work from the level at which it is resourced and defended. The focus is on objection handling, negotiation in sales and how both connect to what the organisation is actually trying to achieve. This matters at the strategic level because customer complaints are logged far more often than they are analysed. Delegates leave able to work confidently with service recovery, service level design and key account management in their own organisation.
What delegates leave able to do
- Bring service recovery into line with current good practice, measured against the Consumer Protection Act
- Make a decision about service level design without waiting for a specialist
- Review key account management and say plainly whether it is working
- Put service standards on a footing they can defend to a reviewer
What the course covers
- Objection handling
- Negotiation in sales
- Service recovery
- Service level design
- Key account management
- Service standards
- Upselling and cross selling
Who should attend
- contact centre team leaders
- sales representatives
- key account managers
- customer service managers
- service desk staff
