Establishing and Managing a Contact Centre and Help Desk

ICTD International Centre for Training and Development

How long?

  • 5 days
  • in person

What are the topics?

ICTD International Centre for Training and Development

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Who should attend

  • Professionals who are intending and/or expecting to be employed in a call centre operations

  • Managers and supervisors who are running a new call centre or help desk as well as those with experience who wish to develop specific aspects of their existing operation

  • HR professionals and trainers responsible for established call centres or help desks where changes in performance or development of staff are wanted.

About the course

Establishing and managing a call centre and help desk requires a range of specialist knowledge and people skills. In this intensive 5-day program, an overview of the core areas is presented with clear guidelines given for implementation. Presentation of key theory is blended with case studies, group discussions, practical exercises and processes to ensure that customer satisfaction and key objectives, such as targets and service level agreements are achieved.

The programme is divided into two blocks: Core contact centre and help desk management skills (days 1 & 2) and advanced contact centre management skills (days 3 to 5). Participants will learn by active participation throughout the programme, using programme materials, exercises, training videos and discussions of relevant BPO and contact centre customer issues

This program will develop professionals and aspiring call centre managers to be best in class in contact centre and help desk service. By attending this intensive training programme, managers will return to their operation equipped with the confidence, know-how and skills to lead their teams in contact centre and help desk operation and customer management.

## Course Objectives

Participants will leave this seminar able to:

  • Increase standards of service and customer satisfaction

  • Improve morale, team work and staff retention

  • Increase efficiency through better use of resources

  • How to set or interpret business strategy to achieve call centre and help desk goals, targets and service levels

  • Select and reject the right people for the operation

  • Set up an effective training and development programme

  • Coach the team and keep them motivated even in difficult periods

  • Implement a performance management and appraisal system

  • Trouble shoot and solve performance problems

  • Build a culture that people will be proud to be a part of

## Course Outline

CORE CONTACT CENTRE AND HELP DESK MANAGEMENT SKILLS

Day 1 Strategy and Service Levels

  • Understanding the role of the call centre and help desk manager

  • Analysing business needs and defining/reviewing the scope of your operation

  • Interpreting strategy and setting service level agreements (SLAs)

  • Forecasting call traffic and scheduling staff

  • Understanding key contact centre terms and using a common vocabulary

  • The importance of key performance indicators (KPIs)

  • Using KPIs, SLAs and other measures

  • Using Management Information Systems (MIS) as a reporting tool

  • Recognising performance gaps and identifying their causes

  • Levering performance – exploring options, procedures and ‘what if…’ scenarios, making performance happen

  • Pre-empting common call centre and help desk set-up issues

  • Creating understanding of the aims and objectives of improving the quality of customer care on the telephone, by letter and email

Day 2 Recruitment and Selection

  • Building your core team –identifying the required competencies to support you

  • Key stage in preparation – job analysis, catchment area profiles, developing a person specification and job description

  • Identifying a correct match for the job to increase retention

  • Attracting applicants through best practice techniques

  • Systematic selection – reviewing popular methods including keyboard and visual tests, psychometrics, face-toface interview and group discussion

  • Follow through – process checks to ensure all is working and refinements are made as necessary

ADVANCED CORE CONTACT CENTRE AND HELP DESK MANAGEMENT SKILLS

Day 3 Training and Skills Development

  • Ensuring the call centre and help desk is ready for training

  • Understanding the training process – from beginning to end

  • Foundation skills for call centre and help desk training programmes - listening skills - empathy skills - call control - product knowledge - rapport and matching skills - pre-closing and closing skills - complaint handling - objection handling - systems usage

  • Effective training techniques in the call centre and help desk

  • Understanding why coaching is important – the benefits to staff, managers, the company and its clients

  • Choosing a coaching process and documenting performance

  • Implementing the coaching cycle

  • Understanding a range of coaching styles, tools and techniques

  • Running a formal coaching programme

  • Planning and preparation

  • Designing the assessment criteria

  • Communicating the plan

  • Setting the scene with an individual

  • Giving initial feedback

  • Coaching in the workplace

  • Consolidating progress

  • Ongoing reinforcement

  • Side-by-side coaching V’s remote assessment

  • Choosing a coaching style appropriate to your staff member

Day 4 Motivation and Management

  • Understanding the process of management for the call/ contact centre

  • The importance of briefing and delegation skills

  • Dealing with emotional barriers to success, such as negativity and resistance

  • Fine tuning interpersonal and communication skills – including addressing non-verbal communication issues

  • Understanding leadership roles and your preferred method

  • Recognising and working your own motivational drivers

  • Building rapport with team members

  • Troubleshooting performance problems – understanding the links between behaviour and results

  • Feedback skills – giving praise and reprimand

  • Dealing with difficult staff situations – such as underperformance, lateness or absence

  • Understanding the performance management cycle and applying in your call centre and help desk

Day 5 Building The Call Centre and Help Desk Culture and Implementing the Learning Back in The Workplace

  • Recognising the power of an inspiring mission statement, positive values and aligned call centre and help desk practices and processes.

  • As an ambassador and spokesperson, managing your own mental, physical and emotional state when facing difficulties

  • Anticipating implementation issues and preparing to gain the cooperation of colleagues in the workplace

  • Reviews of key learning, methods, and key techniques to take back to the workplace

  • Setting objectives for achieving or increasing performance standards and levels of customer service in the call centre/ help desk.

  • Translating your objectives into a workable plan of action.

Videos and materials

Establishing and Managing a Contact Centre and Help Desk at ICTD International Centre for Training and Development

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