"It's easy when you know the basics"
The Aim of the Workshop
The aim of the workshop is to equip non-call centre people with the knowledge and skills required to effectively consider, implement and operate a modern call centre. In addition to supporting the development of the newly-inducted call centre professional, the workshop also aims to ensure the business organisation’s confidence in the professional competence of their chosen call centre champion.
At the end of this workshop you will know how to:
- Design, build and operate a modern call center.
- Specify technology requirements that assist in the delivery of an “on-brand” experience
- Select technologies that provide a positive return on investment
- Ensure that the technology is implemented to deliver tangible business results.
- Prepare and present call center budgets
- Recruit and train call center staff
- Measure, evaluate and account for the true value created by the call center within your organization’s brand strategy.
Who Should Attend
This 2-day workshop has been designed for those who are new to call centers, those who are implementing a call centre or those who are considering implementing a call center. The program is covered in a non-technical fashion and assumes that participants have little or nor prior exposure to the industry. Anyone who is interested in planning, budgeting, building or managing a call center should attend. The program is also ideal for those responsible for supporting call centers in areas such as ICT, HR, Accounting, Training, Performance management, Sales etc.
What to Win from the Workshop
Call Centers are not difficult to get right but unfortunately, many operators attempt to over-simplify the challenges and the results can be disastrous. If you are establishing or have recently established a call center, your goal must be to encourage more call center-enabled customer contact. Your call center staff, therefore, will be responsible for safeguarding your business’ most prized asset – your customer. The effectiveness of your call center staff in delivering a branded customer experience is dependent upon numerous factors, from training, to facilities and from salary to technology.
Participants on this workshop will learn to avoid the most common call centre mistakes, they will analyze and understand why typical accounting, operations & business management tactics often create problems for call centers rather than solve them. For example:-
- The largest factor affecting Opex is the Call Center’s Service Level OBJECTIVE
- Operational costs are exponentially proportional to service level OBJECTIVE
- You do not have to be great at everything. In fact, customers who feel appropriate levels of “pain” are often more satisfied and more loyal.
- EQ has a bigger impact on customer satisfaction, loyalty and advocacy than IQ
- Industry standards are WRONG
- There is only one right standard and that is the one that is derived from your brand strategy.
- KPI’s do not prove call center effectiveness – the Voice of the customer and advocacy does
Participants will gather enough insight into call centers and brand experience to ensure that their call centers become a seamless extension of their brand, thereby increasing customer advocacy and business efficiency simultaneously.
Program
09.00 -Welcome
10.00 – 10.30 Coffee Break
12.30 – 13.30 Lunch
15.00 – 15.30 Coffee Break
16.30 – 17.00 End of Day
Two day Content
DAY ONE
PREFACE
What is a call center?
(Discussion & Discovery)
SECTION I – Foundations
Customer Service, Customer Experience and Brand Strategy
Value-based financial planning
Call Center Evolution
Management & Reporting structure
SECTION II – Design
Call Applications, Routing & Skill groups
Facilities Design
Dimensioning
Designing for inspiration, motivation & energy
SECTION III - Technology
Call handling & routing (ACD, PBX, VOIP, IPT etc.)
Call Recording & QA
Workforce Management Systems
Computer Telephony Integration
Interactive Voice Response (Inc. Voice & speech recognition)
Management Tools
Reporting Tools
CRM & CEM systems
Agent Desktop solutions
DAY TWO
Review of day-one and Conclusion of SECTION III
SECTION IV – People
Recruitment & training (Inc. psychometrics & EQ)
Team work
Motivation & Incentivisation
Monitoring & Coaching
Stress Management
Health & safety
Schedule Adherence
SECTION V – Transition & Operation
The wider QA process (Inc. NPS)
Key Performance Indicators (KPI), Targets (KPT) & Results
Additional Touchpoints (Contact Center)
SECTION VI – Conclusion
Most common mistakes & pitfalls
10 “must avoids”
10 “must do’s”
10 “must have’s”
10 “must accept’s”
Workshop Leader
The workshop will be delivered by Ireland’s Dr. Brownell O’Connor. Dr. Brownell has been working in the global call centre industry for 20 years. After establishing, and later selling a successful call centre technology company, Dr. Brownell became a full time customer interaction consultant.
Based in Ireland, the Doctor serves an international client base from Asia to the USA and is a regular visitor to Turkey. The Doctor’s skill and experience in the world of customer interaction and call centers Is surpassed only by his ability to present and facilitate. He is passionate about customer experience and the capabilities of call centers but his style is clear, simple and easily understood.
He is a regular contributor to industry journals and a highly regarded conference presenter. His consulting clients include the world’s leading telcom, financial services, IT, healthcare and BPO companies.
Workshop Registration Information
- You can transfer the application fee to the Euro Account of IMI Egitim,Yonetim ve Organizasyon, Yapı Kredi Bank IBAN TR570006701000000067168565 or with fee converted from Euro to TL using the efective sale exchange rates of the Central Bank of the Republic of Turkey
to the TL Account, Yapı Kredi Bank IBAN TR740006701000000069605578 - Deadline for the applications is April 6, 2010.
- Workshop language is English , there will be no translation to Turkish.
- The fee includes lunch, coffee breaks and documentation.
- Fees are refundable only until 30 days to the conference. On later requests, only applicant name can be changed.
- İMİ, holds all the rights to cancel or re-schedule the workshop.
Until the end of March
2 Days: 600 Euro + VAT
Workshop Kayıt Bilgileri
- Katılım ücretini İMİ Eğitim,Yönetim ve Organizasyon adına Yapı Kredi Bankası IBAN TR570006701000000067168565 no.lu Euro hesabına veya yatırıldığı günkü Merkez Bankası Efektif Satış kuru üzerinden Yapı Kredi Bankası IBAN TR740006701000000069605578 no.lu TL hesabına yatırabilirsiniz.
- Kayıtların en gec 6 Nisan 2010 tarihine kadar verilmesi gerekmektedir.
- Workshop lisanı ingilizce'dir- Türkçe simultane tercüme yapılmayacaktır.
- Workshopa sınırlı sayıda katılımcı alınacaktır.
- Workshop ücretine, öğle yemeği, kahve ikramları ve dokumantasyon dahildir.
- Workshopa kesin kayıt alındıktan sonra iptallerde, 30 gün once yazılı olarak bildirmesi halinde ücret geri ödenir, daha gec bildirimlerde isim degisikliği kabul edilecektir.
- İMİ, workshop tarihini iptal etme veya değiştirme hakkını saklı tutar.
Katılım ücret;
Mart sonuna kadar
2 Gün: 600 Euro + KDV
(216) 575 59 42