Managing a Successful Call Center
Call Centers create a competitive advantage for organizations that learn to create them well; whether there are two or two hundred people answering calls. In most instances, calls are answered by an (AVRS) automated voice response system allowing the caller to participate in determining where they need to be routed. This streamlines the process; routing the person to the agent best suited to assisting the caller. While this process makes sense for the business, do callers become frustrated with being stuck in an endless loop of options to choose from so that when an agent comes on the line they are met by a frustrated caller?
There are three key factors that must be present in order to deliver on an exceptional Call Center experience for members. The Call Center must employ effective people, have effective internal processes and have effective information technology. The primary focus for Call Center managers is to learn how to make these key factors work together effectively to deliver on the promise of a world class service delivery proposition.
- Establish training curriculum for Call Center Agents
- Determine and Institute a Call Flow Guide
- Create a motivational work environment
- Build consistency between agents
- Decrease member dissatisfaction
- Reduce excessive call times
- Practice Coaching techniques that increase agent performance
Who Should Attend?
Branch managers, managers and/or supervisors with call center oversight and Trainers or staff responsible for training Call Center agents would benefit from this workshop.
Janice Branch has been a senior training consultant for InterAction Training for twenty years. She is a very seasoned presenter that has all the right stuff to wow her participants about the subject matter. Prior to joining InterAction Training, Branch was the Senior Manager of Training for Consolidated Communications where she managed, designed, coordinated and presented training programs for this multi-state telecommunications company with over 1000 employees.
Whether it is teaching how to coach, manage, lead, negotiate, service, sell or train at every level in an organization or if it is consulting on problem solving and servant leadership, Branch is the “go-to” person every bank wants to hear from. Participants appreciate her “been there, done that” humor along with her expert ability to facilitate learning.
Branch has obtained a Bachelor of Business Administration with a major in Management from Almeda University and is certified by the University of Houston in Leadership and Management. In addition, Branch has obtained trainer certifications from Achieve Global and Development Dimensions, Inc.
A native Texan she enjoys many pursuits in addition to teaching and learning but none more than being a grandmother and tending to her ten acre home in Montgomery, Texas just north of Houston.
Live Access, 30 Days OnDemand Playback, Presenter Materials and Handouts – $279
- 12 Months OnDemand Playback + $110
- 12 Months OnDemand Playback + CD + $140
- Additional Live Access + $75 per person