Call Centre Operations Manager Certification

Atton Institute

Course summary

3 days

3,300 USD

Dubai

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Atton Institute

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Course description

Call Centre Operations Manager Certification

The Call Centre is a crucial part of any growing and ambitious company in the modern business world. Despite the availability of new channels of interaction with customers (social media and the like), the phone is still one of the best tools to make sure your clients hear you and vice versa. That’s why the professional call centre operations manager plays such a significant role.

This course provides all the required techniques, skills and tools for successful fulfilment of a call centre Operations Manager’s Duties. Participants earn certification in the ability to apply the best and newest practices and to set high standards for up-to-date call centre operations. The course explores the importance of a qualified, well-managed team and advanced HR management methods to achieve the best day-to-day working environment and a high level of efficiency. We delve into the insights of the best and most systematic approach for achieving call centre operations Excellency.

Besides the benefits mentioned above, participants will study various additional competencies that are part of professional modern call centre management, including:

Standards, prerequisites and central elements of a successful contact centre
Exploring the structure of operations for the best-performing call centres
A closer look at customer expectations to improve main work processes
Bringing the etiquette and communication skills of your team to perfection
Ways to optimize costs and increase performance of a call centre

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Outcome / Qualification etc.

The Atton Institute Certification as a Call Centre Operations Manager lets you:

Achieve and systematically maintain the operational excellence of your Call Centre
Boost your career by improving your professional skills as a Call Centre Manager
Improve the level of client service and impact the overall customer experience
Increase contact centre financials and key effectiveness performance indicators
Study processes to be implemented to achieve constant quality level Implement practices that make customers’ phone interactions a positive experience
Overcome stress and be confident in handling any difficulties with professionalism Know the best HR practices that positively impact your team management results
Discover the keys to building a successful employee motivation and retention plan Know the best tools, equipment and technologies for a contact centre
Enable your Call Centre to achieve outstanding results for your clients
Participants will also receive a Certificate of Completion from Atton Institute

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Training Course Content

DAY 1

Call Centre definition, responsibilities, services, and tasks
Classification of Contact Centres and definition of their main Essentials
Critical structure and elements of Successful Call Centre Operations
Best management tools to run Call Centre seamlessly
Understanding the standards of Customer Service Excellence for a Contact Centre
Efficient tactics and norms to manage Internal and External Client Expectations

DAY 2

Call Centre operations as an Independent department and as Part of a Company
Must-have Equipment and Technologies for a contemporary Call Centre
Contact Centre Communication and Etiquette Essentials for maintaining Efficiency Abilities and skills to handle challenging conversations, objections and complaints
HR Manager’s role, tasks, and responsibilities in Contact Centre
Management Training and Professional Development of new and existing employees

DAY 3

Call Centre Operational Costs Structure and solutions for Efficiency Optimization
Increasing overall Efficiency while keeping Customer Service quality in the Vision
Primary components of successful Management for Contact Centre Excellence
Aspect of Teamwork, Communication Skills and Interpersonal Skills in a Call Centre
Contact Centre Operational Efficiency: selecting the right Data and Metrics Revising guidance and tips on how to implement the course learnings in Praxis

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Expenses

The cost of this training course is 3300 USD per delegate, which covers tuition, lunch and refreshments during the day.

Discounts:

Early bird registration discount is applicable:
$2,790 US 65 days in advance
$2,990 US 40 days in advance
Pay for 2, get 1 Free

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About provider

Atton Institute Dubai provides certified professional courses and training for staff and business owners. With the increasing competition and global oversupply of goods and services, staff professional qualifications have same or even larger value than the product or service itself....