What You Will Learn!
- Redesign call center according changing customer expectations, manage call center (contact center)
- Increase customer satisfaction, and decrease cost of operation by call centers
- How to increase first call resolution, and average handling time.
- How to increase call center effieceny
Description
What about to check again with these new environment and customer expectations? We must generate new strategy for our call center (contact center) . This course will teach you how to redesign and manage your call center (contact center). Or if you want to establish your own callcenter where to start to build this service.
This course will teach you:
redesign a Customer Access Strategy
Redesign upgrade your call center (contact center)
CRM Software Value Proposition
Increase first contact resolution
Personalize customer experience
Build a better infrastructure
Consider the possibilities for your customers
Reduce handle times
Increase revenue
Let’s find out what referral rate is?
The performance of a call center and the behavior of an agent (gatekeeper) mainly depend on the prescribed referral rate (the rate at which work is routed from generalists to specialists). If a call is too difficult be handled and solved by the gatekeeper, he or she refers the call to a specialist.
1. Estimate call volumes and call volume ramp up over initial months of operation
2. Establish call center hours of operation
3. Estimate call center size and staffing requirements
4. Model the organizational structure of the call center, for now and in the future
5. Map layout of call center, including furniture requirements
6. Obtain appropriate hardware and software to enhance call center capabilities
7. Perform user acceptance testing
8. Create a disaster recovery plan
Calculate and reduce average holding time.
Reduce first call resolution.
Who Should Attend!
- Candidates for call center supervisors,
- Executive managers who has responsibility for call center services
- Call center managers, team leaders, supervisors
- Marketing specialists
- Quality managers
- service managers
