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Call Centre Team Leaders

Do you work in a call centre? Are you are team leader or aspiring to become one? If you are, you know how pressurised and target-driven the workplace can be. Would you like to develop your skills to be a truly successful team leader? This course helps to develop these skills by showing you in-depth case studies of people in a similar role. Its unique Learning Plan facility will enable you to quickly identify and focus on your own specific training needs, helping you to learn faster and more effectively Being a Call Centre Team Leader is highly interactive. In its 14 modules you will learn about your role and responsibilities as a team leader, how to communicate effectively and to motivate your staff. You will understand why putting a customer first is so important, techniques for developing your staff and how to recruit the right people into your team. Your role can be stressful, so you will be given tips on how to cope with stress and also be shown how you can make technology work for you, not against you! Understanding forecasting, reports and legislation is a key element of your role, so you will shown how you can best achieve this. Finally you will put your new found skills into practice by working through realistic case studies.


Outline and learning objectives

The Being a Call Centre Team Leader course will enable you to:

understand and fulfil your role and responsibilities as a Team Leader
communicate effectively
motivate your team to perform
instil a customer-focused attitude amongst your team
develop your team by providing effective training and support
recruit the right people
get a grip on your own and your team's sources of stress
make the most of the technology available to you
forecast calls accurately
set appropriate service level targets
interpret Management Information Reports effectively
ensure your team have got the resources they need to perform
understand the key legislation relevant to you as a Call Centre Team Leader

course modules

Being a Call Centre Team Leader
Communicating Effectively
Motivating Your Team
Focusing On Customers
Training & Development for results
Recruiting the Right People
Stress Busting
Making the Most of Technology
Forecasting Calls
Setting Service Levels
Using MIS Reports Effectively
Resourcing for Results
Understanding Key Legislation
Bringing it all Together