Management of a Call Center

You need to implement a call center to support your activity. You wish to give to your company a customer focused image. You wish to develop your customer loyalty by managing the phone brand relations in an optimal way (booking, development of consumer loyalty, complaint, after sale).

Your expectations

- To understand the major steps of the call center implementation
- To identify the levers of the customer satisfaction
- To control the management

Our offer

A seminar covering the key points to start your project.

Our pedagogical objectives

- To give you a global view of a call center implementation focused on customer relationship, from his implementation to the quality of the service level and of the management.
- To efficiently manage a customer service entity, similar to a call center.

Course content

Module 1/  The setting up of a call center
Preparation
Setting up
Support

Module 2/ The management of a team of commercial advisers
How to hire efficiently commercial advisers
How to train commercial advisers
How to animate and motivate the team
How to manage and to take decisions
How to pilot and conduct an activity of service
How to control and manage staff performance

Module 3/ Quality of service and commercial management of customer relationship by phone
How to identify obstacles to communication by phone
How to implement quality of service requirements
How to analyse the customer needs
How to adapt the argumentation to the customer needs and motivation
How to be directive
How to put in place the main steps of the ideal processing of a phone call
How to implement the quality process