The Contact Centre Training / Crisis Communication

Course Objectives

• To be able to handle outgoing calls to customers on matters on debt collection
• To handle difficult customers on the phone
• To be able to profile the customers using LAB profile system
• To be able to benchmark against other CC in the industry

Methodology

Break patterns to achieve a better working team.

The approach to Team Building has changed. It is now no longer seen just as a channel to have bonding sessions with the team only. It is also a great channel to have learning opportunities.

The methodology approach will be very experiential & reflection based. As we understand the many learning patterns of people. In this session the approaches can be listed as:
1. Team Dynamics (exploring big, medium & small teams’ concepts)
2. Context setting from working agreement to expectations (returning the ownership to the people)
3. FUN elements (Serious FUN, FUN seriously and at times just FUNN –Functional understanding not necessary)
4. Value base learning / feed backs / sharing

Course Modules

Module 1: The world matrix in call centre management
Module 2: Call Management system
Module 3: Working with world class standards
Module 4: Crisis Communication in Contact Centres
Module 5: Crisis Communication in Contact Centres part 2
Module 6: Contact Centre Admin