Inbound Call Centres: People Management


Overview/Description
Target Audience
Expected Duration
Lesson Objectives
Course Number


Overview/Description
Inbound call centres are often the only link between a company and its customers. As a call centre manager, you want to recruit representatives with special customer service "genes". Good call centre representatives do a better job on the telephone, are happier with their work, and genuinely enjoy helping customers. This course will help you staff your call centre with the right people for the job. You'll learn how to select the best candidates, accommodate diversity in your staff, and become aware of union and non-union personnel policies. Have you ever wondered how to attain high representative performance and low staff turnover? This course will show you how. You'll learn about calculating representative requirements, building workforce schedules, and conquering absenteeism. Finally, this course will present procedures that are necessary to keep a call centre running smoothly. This course will equip you with the people-management skills that will ensure the success of your call centre.

Target Audience
This series is targeted specifically at call centre managers, but would also be a valuable asset for call centre executives committed to the growth of their organisation and supervisors of call centre representatives.

Expected Duration (hours)
3.0

Lesson Objectives

Staffing Inbound Call Centres

  • recognise the benefits of developing skills for staffing an inbound call centre.
  • identify the characteristics of an effective call centre representative.
  • match each technique for screening applicants for inbound call centre representative positions with its characteristics.
  • choose effective techniques to screen applicants for an inbound call centre representative position, in a given call centre.
  • match the techniques for selecting the best candidates for inbound call centre representative positions with their characteristics.
  • choose effective techniques to select the best candidates for inbound call centre representative positions, given a scenario.
  • identify reasons for recruiting outside representatives for the inbound call centre.

    • Attaining High Performance and Low Staff Turnover

  • recognise the benefits of attaining high staff performance and low staff turnover in an inbound call centre.
  • match two methods of calculating staffing levels for an inbound call centre with their characteristics.
  • choose the better way to calculate staffing levels, in a given inbound call centre.
  • recognise internal issues that affect scheduling in an inbound call centre.
  • recognise important personnel policy issues in an inbound call centre.
  • determine the personnel policy issue that needs to be addressed to resolve problems, in a given call centre.
  • identify causes of absenteeism among representatives in an inbound call centre.
  • use the best approach to conquer absenteeism among representatives in a given inbound call centre.

    • Processes and Procedures

  • recognise the benefits of having well-defined processes and procedures in an inbound call centre.
  • identify elements to consider when developing call-handling procedures, given an example.
  • identify examples of common call statuses involved in a call-tracking process.
  • identify elements to consider when developing a call-escalation procedure, given various representations.
  • match the key elements of a customer-communication procedure with examples of the various responsibilities within a call centre.

    • Course Number:
    CUST8213