Capitalising on the call centre environment
Featured in the Call Centres: Maximising Performance training manual
By Tony Lockwood
Category: Sales Skills
Credit price: 3 download credits (Single user)
Over the last few years, call centre development has become an industry in itself, as more and more organisations see the benefits of providing central customer support through a focused call centre environment. Although there are significant benefits delivered through call centres, they also bring certain limitations. The ability to identify these limitations and actively work around them will determine the overall performance of the call centre. This training activity defines some of these limitations and provides a basis on which to develop processes to maximise call centre performance irrespective of these restraints.
The training activity opens with a discussion about the key advantages of call centres and how these benefit three stakeholders: the customer, the organisation and you, the individual. The participants look at the limitations of call centres, then identify what effect these have on the stakeholders and what can be done to minimise their impact.
Who is it for: This training activity is intended for use by trainers to enable participants capitalise on the call centre environment, and what can you and they do to maximise call centre performance.
- Themes:
- Planning,
- Call-handling techniques.,
| Resource Type: | Activity |
| Min Group Size: | 4 |
| Max Group Size: | 8 |
| Typical Duration: | 02:05:00 |
| No of Pages: | 11 |
Resources: View standard resources for Fenman training activities
Purpose: This call centre training activity is intended for use by trainers with more experienced members of call centre staff. It enables them to review their present performance and identify ways to improve
Download the training activity, Capitalising on the call centre environment as featured in the Fenman training manual; Call Centres: Maximising Performance