Corporate Development

Principal of Contact Centre Operations

Title of Programme Principles of Contact Centre Operations
Brief Description This programme is designed to introduce entry-level employees to the working environment in a contact centre. Participants will develop their knowledge and understanding of how a contact centre operates. They will learn about the culture, the people and teams which work in contact centres, how performance measures are applied to contact centre operations, and what technology exists to support the operation of a contact centre.
Objectives/Outcomes
  • Identify contact centre operations functions and impact to business
  • Describe the key roles of an agent that support the general operation of a contact centre
  • Explain the contact centre performance measures and individual impact to performance
  • Describe different contact centre technologies and their uses within the centre
  • Use a range of basic contact centre technologies
  • Identify Key Performance Indicators within a centre
  • Explain the different core terms used in the contact centre
Duration 7 days
Target Audience Entry-level employees in contact centres
Topic Modules Module 1: Operations of Various Contact Centre Models
  • Models of contact centres
  • Types of contact centre business
  • Importance of customers in the contact centres
Module 2: Technology applications utilized within a contact centre
  • Contact Centre technologies and its application in in-bound and outbound
  • Various types of technologies used in the contact centre
Module 3: Performance Management Systems within a contact centre Environment
  • Service Level Agreements
  • Key Performance Indicators
  • Core terms used in the contact centres
Training
Methodology
This programme will be delivered using the following methods:
  • High impact short lectures
  • Case Study
  • Role-plays and Presentations