INSIGHTS Competency Based Call Centre Training For Agents, Supervisors & Managers

Overall Objectives

At the end of this course the trainee will understand how to leverage the organisational structure for maximum effect of communications, how to prepare for and deliver communications across all media and how to plan and schedule resources around service level objectives.

Key Objectives

Upon successful completion of this course, the trainee will be able to:

• Understand their communications role within the organisation
• Prepare for and deliver upward and downward communications
• Plan and schedule human resources as required

Course Units

Unit 1 : Corporate Communications Structures. In this unit you will learn the different types of organisational structures and the advantages and disadvantages of each. You will also learn the difference between organisational structures and operational structures. You will learn how to leverage these structures for the purposes of reporting and communications.

Unit 2 : Communications Channels and Media. In this unit you will learn about the different options for delivering and receiving communications, and how to decide when, where, who, how, and what should be communicated. You will also learn the basics of good presentation skills.

Unit 3 : Planning and Scheduling. In this unit you will learn how to analyse and forecast call arrival patterns, how to calculate staff required for any give half-hour period and how to adjust staffing levels for inaccuracies caused by unanticipated circumstances, sickness etc. You will also learn how to deal with requests for leave and how to develop team rules for assigning leave requests by building a stronger, intra-team level of responsibility.