A 10-day Training Program to provide participants with fundamental customer service and call center concepts as well as essential, executive-level methodologies, tools and techniques to offer top-quality customer service and efficiently plan and manage call center activities.

• Present the key concepts of call center activities
• Present the key concepts of customer service
• Provide an understanding of the key activities and mindset to satisfy and retain customers
• Present the importance of customer service excellence, and its impact on profitability
• Identify the customer service information requirements of executives
• Show the link between quality of service and customer satisfaction
• Review the basics of Customer Relationship Management (CRM)
• Present the technologies used in call center activities
• Identify the functions of a call center and determine the process for setting up a call center
• Present how to effectively manage a call center and customer service employees

• Customer service and call center executives and senior managers seeking an in-depth examination of customer service and call center strategies and management practices for their organization

• Managers looking to complement their skill-set by gaining a good understanding of customer service and learning the key concepts of call centers

• The Training Programs combine expert presentations, workshops, case studies and discussions on real-life situations faced by participants.

• Complete training material is provided to all participants for future reference and follow-up action plans.

29 May 2009

12 June 2009

• Call centers
  - Definition
  - Evolution

• Call center fundamentals
  - Setting up a call center
  - Financial analysis
  - Resources management

• Customer service
  - Definition
  - Importance
  - Cost of acquiring new customers
  - Benefits of effective customer service
  - Creating a customer care culture
  - Going the extra mile
  - Ten golden rules of customer care

• Customer service management
  - Setting service levels
  - Achieving service levels
  - Analyzing reports

• Call center technology
  - Service and information technology
  - Call load and staffing
  - Call-handling strategies and tools
  - Employee monitoring tools

• Call center management
  - Effective tools, methods, and techniques
  - Queuing concepts and managing a queue
  - Process management principles
  - Strategic vs. tactical decision-making
  - Metrics required for running a call center at optimal performance
  - Benchmarking and best practices

• Customer Relationship Management (CRM)
  - Definition
  - Reasons to take CRM route
  - Five views of CRM
  - Recommendations for implementing CRM
  - Critical success factors for CRM
  - Best practices
  - Case studies

• Customer management
  - Understanding customer requirements
  - Creating a customer vision
  - Dealing effectively with customers
  - Customer retention

• Customer satisfaction and quality of service in a competitive environment
  - Customer satisfaction
  - Quality of service
  - Quality assurance
  - Service Level Agreement (SLA)

• Human resources in call centers
  - Recruitment of the right employees
  - Psychometric evaluation tools
  - Communication with employees
  - Training W5 (Who, What, When, Where, Why)
  - Employee motivation
  - Stress management
  - Employee performance evaluation
  - Turnover reduction

• Communicating customer service information to executives
  - Information requirement of executives
  - Parameters and benchmarks
  - Communication with executives

• The price is per person and includes tuition, materials, lunches and refreshments during the training program.
• The price does not include flights and in country travel to get to and from venue.
• Registrants are responsible for paying all taxes claimed by any authority of their home country.

t: +1 514 270 1636
f: +1 215 701 7537
e: sales@hottelecom.com