Call Center Performance Dynamics

• Audience: Call Center Supervisors, Specialists, and Managers
• Duration: 2 Days
• Cost: 4950 SAR

The objective of this course is to enable Call Center Managers to manage their people effectively. Attendees will understand capacity planning to achieve the desired service level; and will also acquire skills in analyzing people performance and prescribe a more effective treatment for each problem situation. Attendees will also learn recommended practices for doing side-by-side coaching for improved performance and counseling techniques.

Course Outline:

• Guide to Workforce Management: Understanding Call Center Staffing and Scheduling.  Identify proven methods for agents capacity planning, scheduling and adherence
• KPIs: Managing a Call Center by the Numbers.  Learn the world of KPIs and which ones would best fit your call center
• Don’t Know, Can’t, or Won’t: A diagnostic Treatment Model for Shaping Individual Performance.  Learn how to diagnose performance problems and advise an effective treatment for each problem situation
• Fundamentals of Coaching: Effective Techniques for Shaping Employee Performance.  Learn the optimum coaching techniques in providing positive and negative feedback