Dalam pelatihan ini akan mempelajari :

• Leadership Styles, Approaches and Assessment
• Leadership styles
• Leadership roles and approaches
• Assessing your leadership style
• What’s the right thing to do
• Organization Design
• Organizational design criteria
• Understanding people, process and technology
• What’s right for your company?
• Create a Vision, Mission and Goals for your Call Center
• Reason for Inbound contacts

Dalam pelatihan ini akan mempelajari :

• Introduction to Analytic Tools
• What should companies measure
• What is the problem with numbers
• Best practices in analytics and reporting
• Managing by the Numbers
• Why do managers measure?
• What should managers measure?
• From data to data analytics to action
• Call Center Performance Evaluation
• Metrics – old and new
• Metrics for the New Frontier
• Metrics matching
• Your ultimate report card
• Now let’s talk about numbers
• Delegating

Dalam pelatihan ini akan mempelajari :

• Hiring New Agents
• Job description
• Finding applicants
• Screening applicants
• Testing applicant skills
• Interviewing applicants
• Realistic job preview
• Training Agents
• Training evaluation
• Initial training
• Nesting training
• Ongoing training
• Computer- based training

Dalam pelatihan ini mempelajari :

• • Agent Satisfaction Measurement
  • Agent satisfaction
  • Agent satisfaction as related to agent turnover
  • Agent needs assessment
  • Picking actionable change initiatives
  • Keys to a successful agent feedback
  • Agent Turnover
  • What’s “really important” to agents
  • Top reasons for turnover
  • Best practices in reducing agent turnover
  • Exit interviews                
  • Reward, Recognition, Motivation
  • Instilling a performance culture
  • Motivating the front line
  • Best-in-class motivating techniques
  • Reward and recognition
  • Informal and formal programs that work

Dalam pelatihan ini mempelajari :

• Introduction
• Defining caller satisfaction
• Sorry, it is not about Satisfaction
• It is the journey
• Ripple effect
• Fastest way to lose customers
• Excellence is based on just one thing
• How should I measure customer satisfaction
• The three basics of successful companies
• Survey Structure
• Determining which customers to survey
• Determining which questions should be asked
• Determining the appropriate length of the survey
• Determining which attributes should be measured
• Determining sample size
• Survey Analysis
• Statistical routines
• Mining the caller feedback data
• Most Caller Satisfaction Programs Don’t Have an Impact
• Most stop after the fielding

Dalam pelatihan ini mempelajari :

• Resource Planning
• Forecasting fundamentals
• Advance forecasting
• Capacity planning fundamentals
• Advanced capacity planning
• Scheduling Defined
• Scheduling shrinkage
• Organization of the Workforce Management Team
• Workforce management organization
• Typical control tower organizational structure
• Workforce Management Software Tools
• Key workforce management metrics and goals
• Workforce management tools
• Monitoring adherence to schedule

Dalam pelatihan ini mempelajari : 

• Introduction to Call Monitoring and Coaching
• Introduction to call quality assurance
• Impact of call handling on company image
• Call Recording
• Recording alternatives
• When to record calls
• Which calls to record
• How long to save recorded calls
• Call Monitoring, Scoring and Evaluating
• Introduction to call monitoring
• Classic methods of call monitoring
• ​Evaluation process & forms
• Building the definitions document
• The evaluation form and scoring why the current methods are not optimal
• The components of call monitoring

Dalam pelatihan ini mempelajari : 

• Agent Coaching
• The art of agent coaching
• Who should coach agents
• How often do agents need to be coached
• What is the best way to coach agents
• Can the caller possibly coach the agent
• How can an agent self-manage?
• Slowing down his/her delivery
• Asking for help regarding low FCR
• Listening to those calls that are indicating poor customer satisfaction

Dalam pelatihan ini mempelajari : 

• Does working from home increases productivity?
• People Working from home Love their jobs
• 10 reasons
• Biggest benefits to working remotely
• What is the new environment?
• Wat are your customer’s expectations?
• What do you need to do?

Dalam pelatihan ini mempelajari : 

• Introduction to Benchmarking
• Benchmarking defined
• Do Executives know your value?
• How good is good enough?
• How do you compare to your competitors?
• What is your competitive advantage?
• Benchmarking for profits
• Call Center Benchmark Metrics
• What metrics to compare
• Collecting performance metrics
• Basic Value Triad