CONTACT CENTER OPERATIONS

The Call Centre or Contact Centre industry is growing rapidly and is increasingly becoming the epicenter of most organization, especially those that are committed to Customer Relationship Management. Success at most organizations hinge on how well the contact or call center operates. According to Harris Interactive, it is estimated that about 58% of Customers stop doing business with companies simply because of a bad interaction with a call center. As it has responsibility for customer relationships and often a significant part of sales as well. My goal is to help demystify the call center so you can be better either as an employee or a leader in the call centre. The objective of this course is to empower ordinary employees with practical skills and knowledge to be a team player in a Call Centre operation of a small to medium size organisation. In this course participants will learn why call centers exist, the role it plays in most organization, it's terminology, technology and processes.