Effective Call Centre Management
20-21 August 2009
Nairobi, Kenya
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To survive in today’s ever-changing business environment were competition is rife and organisations are competing at all levels for market share, increasing the productivity of your services are critical to the businesses success. Call centre’s are now an integral part of the way of life that businesses must operate in, not only within East Africa but globally. The significance of your call centre lies in its pivotal role of being the organisations voice to all external stakeholders.
The critical importance of the smooth operations of your call centre is also strengthened by the fact that your call centre and its workforce can ultimately promote or sacrifice your business through every interaction. This further intensifies the need for efficiency of every task to be delivered by a highly skilled workforce. The significance of quality service and customer retention can only be driven through unwavering and strong call centre management to ultimately meet the objective of being internationally competitive and a preferred choice.
In your organisations quest for rapid growth, your first stride that should be taken is to enhance management’s ability to initiate, operate and maintain your call centre’s effectiveness. This interactive two day training workshop will provide delegates with tools to build a winning team within your call centre, adapt processes to meet customer expectations and manage service requirements to ensure that your call centre contributes positively to the organisations bottom lines.
The tools and techniques acquired in this course can help make the difference between the success and failure of your call centre. Together with the wealth of knowledge your course facilitator, Jacqui brings coupled with her vast experience and hands on training style, this is one training opportunity you do not want to miss!
Benefits of attending this two-day training workshop include:
- Driving strategic planning to maximise resource allocation and scheduling efforts
- Building and retaining a winning team within your call centre
- Conceptualising the important link between customer relationship management (CRM) and call centres
- Addressing quality service issues and implementing quality control
- Supporting change management to sustain transformation in the call centre
- Streamlining the process of communication thereby optimally enhancing the success of your operation
- Illustrating the East African position in the call centre environment
For further information please visit http://www.marcusevansassets.com/doc/pdfs/Ep_14553.pdf
Or contact Marketing Executive, Ms. Lee Chew Wan
+603 2723 6748
+603 2723 6699
LeeC@marcusevanskl.com