The seminar can be held online on the official International Business Academy platform. On completion of the training you will be given a link to the recording, which will be available for one month.
*dates are subject to additional confirmation
excluding VAT
* VAT of 16% will be added to the invoice
A call centre is not just «telephony» but a key channel of communication with customers, on which the company's loyalty, sales and reputation depend. An effective call centre requires a well-built architecture: processes, roles, team standards and a culture of interaction.
At this training we take a systematic approach to creating or modernising a call centre. We will work out how to build the team, introduce service standards, organise work processes properly and start managing quality in practice rather than in words.
We will work with real cases, industry examples and templates for implementation.
Aim of the training
To take a systematic approach to creating or modernising a call centre, and build the structure, processes and team that ensure the stable, high-quality operation of a customer service or sales centre.
Training objectives:
Participants will receive:
Purpose and goals of the call centre
Practice:
Analysis of real business tasks — what type of call centre participants need
Practice:
Group work — designing the enquiry handling logic in different scenarios (service, sales, hotline)
Practice:
Modelling the call centre's organisational structure for specific tasks
Practice:
Developing a script fragment for different types of enquiries (complaint, request, sale)
Service quality management
Practice:
Assessing a dialogue against a checklist and holding a mini feedback session
Practice:
Creating a 30-day onboarding map for a newcomer
Practice:
Designing a motivation system for the centre's specific goals (retention, sales, NPS)
Practice:
Analysing the growth point of the participant's call centre: what can be improved right now
