World Class Call Centres seeking the competitive advantage to achieve the key targets and goals set by their stakeholders know that every last grain of talent is important.
The most valuable asset in all Call Centre business is its people and developing them to their full potential is critical to success.
Our programmes are bottom-line driven, tailor made to focus development investment on enabling managers to improve business performance and get the results required.
The sample programmes in this document and on our web site illustrate some of our “standard” programmes. We always combine and customise them to suit our clients, including specifics for their products and services and their particular markets and customers.
Our consultant trainers have all worked in the Call Centre business as agents and managers and our management development consultants have wide experience of management training in call Centres and in other sectors.
We use a wide range of processes that get sustained transformations in performance. Our highly interactive workshops are enhanced with:
Self-Assessment using tools we have developed, delegates will rate themselves at the start and finish of the course to establish the extent to which they have absorbed the new knowledge and skills. This gives the delegate, and their line manager, further analysis of their strengths, highlighting any further development needs.
The measurement and consequent development of individuals' ability is based on a competence framework that is necessary for the call centre business to meet its objectives. This process ensures that training is geared to filling "skill gaps" in areas vital for business success, increasing the cost-effectiveness of development expenditure.
Videos giving examples and illustrating best practice may be used
Telephone Simulations To reinforce learning and add “experience” to the learning process we can specify and use a variety of simulation methods from simple role play to full real-time international call centre simulation.
World Class Call Centres seeking the competitive advantage to achieve the key targets and goals set by their stakeholders know that every last grain of talent is important.
