A call centre - what's the difference?
Featured in the Call Centres: Maximising Performance training manual
By Tony Lockwood
Category: Sales Skills
Credit price: 3 download credits (Single user)
Many organisations have opened, or are in the course of opening, call centres to improve customer service, reduce costs, increase efficiency and effectiveness, or for a combination of these factors. Although call centres appear, to many organisations, to be the most effective method of achieving these gains, many quickly realise that call centres also bring their own challenges and issues. As a trainer or line manager within a call centre, you can achieve a great deal by understanding these challenges and applying a common-sense approach to helping your people through these. Maximising performance in any business is an important objective. In a call centre environment, where measurement processes tend to be more focused, it is critical that everyone in the organisation knows the answer to these three questions: ‘What needs to be done?’, ‘Why is it important?’, and ‘What can I do to improve performance?’ This training activity also encourages participants to identify the level of service they wish to give to their customers. What does this look like, feel like and sound like? What can they do to ensure consistent delivery of excellent service?
This training activity falls into three distinct areas. Initially, it deals with the role of the call centre team, in order to help participants to voice their concerns, think about the challenges they face and consider what they can do to overcome these. The participants then examine the factors that influence individual performance, and the training activity concludes by guiding the participants to a clearer understanding of their role. Throughout the training activity, participants are involved in group and individual exercises, and your role, as trainer, is to facilitate discussions and exercises to ensure transfer of learning.
Who is it for: This training activity is intended for use by trainers with managers as it identifies the challenges and issues faced by their call centre teams. It will help both you and then to understand the critical factors that influence performance, and ensure that
- Themes:
- Planning,
- Telesales.,
| Resource Type: | Activity |
| Min Group Size: | 4 |
| Max Group Size: | 8 |
| Typical Duration: | 02:05:00 |
| No of Pages: | 14 |
Resources: View standard resources for Fenman training activities
Purpose: This training activity is intended for use by trainers with all members of call centre staff. It enables experienced participants to review their present performance and more recently appointed staff members to understand the impact of their performance.
Download the training activity, A call centre - what's the difference? as featured in the Fenman training manual; Call Centres: Maximising Performance