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Call Centre Management course

 


 

 

  • Call Centre Management

Course Date  City Course Times    Cost  
January        
16 Jan - 18 Jan Midrand 0830 - 1600    R5175 Book
30 Jan - 01 Feb Cape Town 0830 - 1600    R5175 Book
30 Jan - 01 Feb Pretoria 0830 - 1600    R5175 Book
February        
20 Feb - 22 Feb Fourways 0830 - 1600    R5175 Book
25 Feb - 27 Feb Midrand 0830 - 1600    R5175 Book
27 Feb - 01 Mar Pretoria 0830 - 1600    R5175 Book
March        
06 Mar - 08 Mar Cape Town 0830 - 1600    R5175 Book
April        
01 Apr - 03 Apr Midrand 0830 - 1600    R5175 Book
03 Apr - 05 Apr Pretoria 0830 - 1600    R5175 Book
30 Apr - 02 May Fourways 0830 - 1600    R5175 Book
May        
07 May - 09 May Cape Town 0830 - 1600    R5175 Book
29 May - 31 May Midrand 0830 - 1600    R5175 Book
June        
05 Jun - 07 Jun Pretoria 0830 - 1600    R5175 Book
July        
01 Jul - 03 Jul Durban 0830 - 1600    R5175 Book
01 Jul - 03 Jul Fourways 0830 - 1600    R5175 Book
01 Jul - 03 Jul Midrand 0830 - 1600    R5175 Book
30 Jul - 01 Aug Cape Town 0830 - 1600    R5175 Book
31 Jul - 02 Aug Pretoria 0830 - 1600    R5175 Book
August        
28 Aug - 30 Aug Durban 0830 - 1600    R5175 Book
28 Aug - 30 Aug Midrand 0830 - 1600    R5175 Book
28 Aug - 30 Aug Pretoria 0830 - 1600    R5175 Book
September        
03 Sep - 05 Sep Durban 0830 - 1600    R5175 Book
18 Sep - 20 Sep Durban 0830 - 1600    R5175 Book
30 Sep - 02 Oct Fourways 0830 - 1600    R5175 Book
30 Sep - 02 Oct Pretoria 0830 - 1600    R5175 Book
October        
14 Oct - 16 Oct Durban 0830 - 1600    R5175 Book

Course Date  City Course Times    Cost  
       
30 Jan - 01 Feb Cape Town 0830 - 1600    R5175 Book
06 Mar - 08 Mar Cape Town 0830 - 1600    R5175 Book
07 May - 09 May Cape Town 0830 - 1600    R5175 Book
30 Jul - 01 Aug Cape Town 0830 - 1600    R5175 Book
       
01 Jul - 03 Jul Durban 0830 - 1600    R5175 Book
28 Aug - 30 Aug Durban 0830 - 1600    R5175 Book
03 Sep - 05 Sep Durban 0830 - 1600    R5175 Book
18 Sep - 20 Sep Durban 0830 - 1600    R5175 Book
14 Oct - 16 Oct Durban 0830 - 1600    R5175 Book
       
20 Feb - 22 Feb Fourways 0830 - 1600    R5175 Book
30 Apr - 02 May Fourways 0830 - 1600    R5175 Book
01 Jul - 03 Jul Fourways 0830 - 1600    R5175 Book
30 Sep - 02 Oct Fourways 0830 - 1600    R5175 Book
       
16 Jan - 18 Jan Midrand 0830 - 1600    R5175 Book
25 Feb - 27 Feb Midrand 0830 - 1600    R5175 Book
01 Apr - 03 Apr Midrand 0830 - 1600    R5175 Book
29 May - 31 May Midrand 0830 - 1600    R5175 Book
01 Jul - 03 Jul Midrand 0830 - 1600    R5175 Book
28 Aug - 30 Aug Midrand 0830 - 1600    R5175 Book
       
30 Jan - 01 Feb Pretoria 0830 - 1600    R5175 Book
27 Feb - 01 Mar Pretoria 0830 - 1600    R5175 Book
03 Apr - 05 Apr Pretoria 0830 - 1600    R5175 Book
05 Jun - 07 Jun Pretoria 0830 - 1600    R5175 Book
31 Jul - 02 Aug Pretoria 0830 - 1600    R5175 Book
28 Aug - 30 Aug Pretoria 0830 - 1600    R5175 Book
30 Sep - 02 Oct Pretoria 0830 - 1600    R5175 Book

Call Centre Management

Course Description

Call Center Management course give students an overview of inbound call centers, managerial roles, and technologies that affect call centers. The course teaches students how to establish a call center, identify the call center managers' typical responsibilities, and determine the necessary technologies needed to best serve the company's customers, identify customer expectations, reduce the percentage of lost calls, calculate staff levels, and identify the reports that are used to evaluate a call center's performance. Students will also learn about establishing service goals, identifying areas for attention, and communicating effectively with executives. Course activities also cover reducing turnover, training employees effectively, managing employee stress, motivating, and communicating with employees. Finally, students will learn how to evaluate employee performance and establish monitoring programs. The manual is designed for quick scanning in the classroom and filled with interactive exercises that help ensure student success.

 

Target Audience

The target student for this course is managers, supervisors, or team leaders who need to learn effective call center management.

Call Centre Management

Download PDF

1. Call Center Fundamentals

  • Topic A: Establishing a call center
  • Topic B: Setting up the call center

 

2. Call Center Technology

  • Topic A: Service and information technology
  • Topic B: Call load and staffing

 

3. Employee Motivation and Monitoring

  • Topic A: Employee motivation
  • Topic B: Communication with employees
  • Topic C: Employee performance evaluation
  • Topic D: Employee monitoring tools

 

4. Employee Management

  • Topic A: Reduce turnover
  • Topic B: Stress management
  • Topic C: Training

 

5. Customer Management

  • Topic A: Customer expectations
  • Topic B: Customer relationship management

 

6. Managing for Excellent Service

  • Topic A: Setting service levels
  • Topic B: Achieving service levels
  • Topic C: Analyzing reports

 

7. Communicating Information to Executives

  • Topic A; Information that executives need
  • Topic B: Communicate with executives

Course Date  City Course Times    Cost  
January        
16 Jan - 18 Jan Midrand 0830 - 1600    R5175 Book
30 Jan - 01 Feb Cape Town 0830 - 1600    R5175 Book
30 Jan - 01 Feb Pretoria 0830 - 1600    R5175 Book
February        
20 Feb - 22 Feb Fourways 0830 - 1600    R5175 Book
25 Feb - 27 Feb Midrand 0830 - 1600    R5175 Book
27 Feb - 01 Mar Pretoria 0830 - 1600    R5175 Book
March        
06 Mar - 08 Mar Cape Town 0830 - 1600    R5175 Book
April        
01 Apr - 03 Apr Midrand 0830 - 1600    R5175 Book
03 Apr - 05 Apr Pretoria 0830 - 1600    R5175 Book
30 Apr - 02 May Fourways 0830 - 1600    R5175 Book
May        
07 May - 09 May Cape Town 0830 - 1600    R5175 Book
29 May - 31 May Midrand 0830 - 1600    R5175 Book
June        
05 Jun - 07 Jun Pretoria 0830 - 1600    R5175 Book
July        
01 Jul - 03 Jul Durban 0830 - 1600    R5175 Book
01 Jul - 03 Jul Fourways 0830 - 1600    R5175 Book
01 Jul - 03 Jul Midrand 0830 - 1600    R5175 Book
30 Jul - 01 Aug Cape Town 0830 - 1600    R5175 Book
31 Jul - 02 Aug Pretoria 0830 - 1600    R5175 Book
August        
28 Aug - 30 Aug Durban 0830 - 1600    R5175 Book
28 Aug - 30 Aug Midrand 0830 - 1600    R5175 Book
28 Aug - 30 Aug Pretoria 0830 - 1600    R5175 Book
September        
03 Sep - 05 Sep Durban 0830 - 1600    R5175 Book
18 Sep - 20 Sep Durban 0830 - 1600    R5175 Book
30 Sep - 02 Oct Fourways 0830 - 1600    R5175 Book
30 Sep - 02 Oct Pretoria 0830 - 1600    R5175 Book
October        
14 Oct - 16 Oct Durban 0830 - 1600    R5175 Book

Course Date  City Course Times    Cost  
       
30 Jan - 01 Feb Cape Town 0830 - 1600    R5175 Book
06 Mar - 08 Mar Cape Town 0830 - 1600    R5175 Book
07 May - 09 May Cape Town 0830 - 1600    R5175 Book
30 Jul - 01 Aug Cape Town 0830 - 1600    R5175 Book
       
01 Jul - 03 Jul Durban 0830 - 1600    R5175 Book
28 Aug - 30 Aug Durban 0830 - 1600    R5175 Book
03 Sep - 05 Sep Durban 0830 - 1600    R5175 Book
18 Sep - 20 Sep Durban 0830 - 1600    R5175 Book
14 Oct - 16 Oct Durban 0830 - 1600    R5175 Book
       
20 Feb - 22 Feb Fourways 0830 - 1600    R5175 Book
30 Apr - 02 May Fourways 0830 - 1600    R5175 Book
01 Jul - 03 Jul Fourways 0830 - 1600    R5175 Book
30 Sep - 02 Oct Fourways 0830 - 1600    R5175 Book
       
16 Jan - 18 Jan Midrand 0830 - 1600    R5175 Book
25 Feb - 27 Feb Midrand 0830 - 1600    R5175 Book
01 Apr - 03 Apr Midrand 0830 - 1600    R5175 Book
29 May - 31 May Midrand 0830 - 1600    R5175 Book
01 Jul - 03 Jul Midrand 0830 - 1600    R5175 Book
28 Aug - 30 Aug Midrand 0830 - 1600    R5175 Book
       
30 Jan - 01 Feb Pretoria 0830 - 1600    R5175 Book
27 Feb - 01 Mar Pretoria 0830 - 1600    R5175 Book
03 Apr - 05 Apr Pretoria 0830 - 1600    R5175 Book
05 Jun - 07 Jun Pretoria 0830 - 1600    R5175 Book
31 Jul - 02 Aug Pretoria 0830 - 1600    R5175 Book
28 Aug - 30 Aug Pretoria 0830 - 1600    R5175 Book
30 Sep - 02 Oct Pretoria 0830 - 1600    R5175 Book

Course Date  City Course Times    Cost  
January        
16 Jan - 18 Jan Midrand 0830 - 1600    R5175 Book
30 Jan - 01 Feb Cape Town 0830 - 1600    R5175 Book
30 Jan - 01 Feb Pretoria 0830 - 1600    R5175 Book
February        
20 Feb - 22 Feb Fourways 0830 - 1600    R5175 Book
25 Feb - 27 Feb Midrand 0830 - 1600    R5175 Book
27 Feb - 01 Mar Pretoria 0830 - 1600    R5175 Book
March        
06 Mar - 08 Mar Cape Town 0830 - 1600    R5175 Book
April        
01 Apr - 03 Apr Midrand 0830 - 1600    R5175 Book
03 Apr - 05 Apr Pretoria 0830 - 1600    R5175 Book
30 Apr - 02 May Fourways 0830 - 1600    R5175 Book
May        
07 May - 09 May Cape Town 0830 - 1600    R5175 Book
29 May - 31 May Midrand 0830 - 1600    R5175 Book
June        
05 Jun - 07 Jun Pretoria 0830 - 1600    R5175 Book
July        
01 Jul - 03 Jul Durban 0830 - 1600    R5175 Book
01 Jul - 03 Jul Fourways 0830 - 1600    R5175 Book
01 Jul - 03 Jul Midrand 0830 - 1600    R5175 Book
30 Jul - 01 Aug Cape Town 0830 - 1600    R5175 Book
31 Jul - 02 Aug Pretoria 0830 - 1600    R5175 Book
August        
28 Aug - 30 Aug Durban 0830 - 1600    R5175 Book
28 Aug - 30 Aug Midrand 0830 - 1600    R5175 Book
28 Aug - 30 Aug Pretoria 0830 - 1600    R5175 Book
September        
03 Sep - 05 Sep Durban 0830 - 1600    R5175 Book
18 Sep - 20 Sep Durban 0830 - 1600    R5175 Book
30 Sep - 02 Oct Fourways 0830 - 1600    R5175 Book
30 Sep - 02 Oct Pretoria 0830 - 1600    R5175 Book
October        
14 Oct - 16 Oct Durban 0830 - 1600    R5175 Book


Course Date  City Course Times    Cost  
       
30 Jan - 01 Feb Cape Town 0830 - 1600    R5175 Book
06 Mar - 08 Mar Cape Town 0830 - 1600    R5175 Book
07 May - 09 May Cape Town 0830 - 1600    R5175 Book
30 Jul - 01 Aug Cape Town 0830 - 1600    R5175 Book
       
01 Jul - 03 Jul Durban 0830 - 1600    R5175 Book
28 Aug - 30 Aug Durban 0830 - 1600    R5175 Book
03 Sep - 05 Sep Durban 0830 - 1600    R5175 Book
18 Sep - 20 Sep Durban 0830 - 1600    R5175 Book
14 Oct - 16 Oct Durban 0830 - 1600    R5175 Book
       
20 Feb - 22 Feb Fourways 0830 - 1600    R5175 Book
30 Apr - 02 May Fourways 0830 - 1600    R5175 Book
01 Jul - 03 Jul Fourways 0830 - 1600    R5175 Book
30 Sep - 02 Oct Fourways 0830 - 1600    R5175 Book
       
16 Jan - 18 Jan Midrand 0830 - 1600    R5175 Book
25 Feb - 27 Feb Midrand 0830 - 1600    R5175 Book
01 Apr - 03 Apr Midrand 0830 - 1600    R5175 Book
29 May - 31 May Midrand 0830 - 1600    R5175 Book
01 Jul - 03 Jul Midrand 0830 - 1600    R5175 Book
28 Aug - 30 Aug Midrand 0830 - 1600    R5175 Book
       
30 Jan - 01 Feb Pretoria 0830 - 1600    R5175 Book
27 Feb - 01 Mar Pretoria 0830 - 1600    R5175 Book
03 Apr - 05 Apr Pretoria 0830 - 1600    R5175 Book
05 Jun - 07 Jun Pretoria 0830 - 1600    R5175 Book
31 Jul - 02 Aug Pretoria 0830 - 1600    R5175 Book
28 Aug - 30 Aug Pretoria 0830 - 1600    R5175 Book
30 Sep - 02 Oct Pretoria 0830 - 1600    R5175 Book