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7 steps to simpler, less stressful and more effective management for you and your team
Academy of managing a contact or call center, telephone sales, customer support department
The program is suitable for: contact center managers & coordinators & telephone sales managers, managers of complaints departments, managers of customer support departments, all managers who have direct contact with customers.
The last two years have clearly shown us the importance and power of of direct contact with the customer, that we are practically the only "live" contact when everything else falls away. The pressures are not letting up, customers are still raising their expectations.
Stress under the weight of costs and efficiency is a constant, especially for a manager whose job is anything but easy. Regardless of everything, there is a team that needs constant motivation, encouragement to create action in a pleasant working climate, which greatly affects the relationship with customers.
- 90 % customers say that an immediate response is very important when they have a question where they need help.
- 44 % customers report that they are angry or irritated when they are on hold for 5 to 15 minutes.
Source: Salesforce, 2020
What 78 % customers according to you modest user experience it won't showed confidence again. A distraught customer needs to wound healing, right 12 extremely positive user experiences, in order to forget or iron out an old grudge.
Responsiveness, schedule, turnover and absenteeism, measurement of key performance indicators, efficient and quick meetings are topics that we will work on in the Contact Center Management Academy. The greatest emphasis will be on the management of – you the leader, namely we will learn how to lead the department through challenges to victories, heartily, persuasively and with confidence.
The Academy is a network of individual and group online meetings, which will be followed by a live workshop. 7 consecutive online meetings on a weekly basis, starting on October 24, 2023, at 1:00 p.m. 15:00 according to the thematic schedule below.
1. Planning and organization of work – first zoom meeting, 24/10/2023
The manager must plan the work schedule, assign tasks and ensure that the work is done on time and efficiently. This also includes monitoring employee performance and adjusting plans when necessary.
2. Staff management and training - second zoom meeting, 7 November 2023
The manager is responsible for leading and training employees, to ensure that they are qualified to perform their duties in the best possible way. This includes providing appropriate tools and technologies, training employees on the use of systems and processes, and providing feedback on work.
3. Monitoring the quality of services - third zoom meeting, 14.11.2023
The manager must monitor the quality of servicesoffered by the company and identify opportunities for improvement. This includes monitoring response time, evaluating customer satisfaction and monitoring employee performance.
4. Customer care - fourth zoom meeting, 21/11/2023
The manager must ensure that every call or interaction with the customer is handled in the best possible way.. This includes ensuring that employees are able to answer customer questions, solve problems and provide quality service.
5. Data analysis - fifth zoom meeting, 28.11.2023
The manager must analyze the data on calls and interactions with customers to identify trends, opportunities for improvement and new ways to provide service.
6. Strategy development - frequent zoom meeting, 5 December 2023
A manager must develop a strategy to improve services and processes and to ensure that they are aimed at improving customer satisfaction and business success.
7. Feedback - seventh zoom meeting, 12/12/2023
The manager must provide feedback to the team and individuals, positive feedback as well as criticism.
Each Zoom meeting is followed by individual meetings, to which you sign up according to the schedule, according to your personal wishes and needs.
14.12. a live event awaits us in Ljubljana between 09:00 and 13:00, where we will exchange good practices, network over good food and in excellent company. At the final meeting, you will also receive #rdeÄ's certificate of completion of the Contact Management Academy. call center.
In 7 weeks you will learn:
- Plan and effectively organize the team
- Motivate the team to achieve goals
- Prepare effective monitoring of performance indicators, the basis for excellent rewarding
- Share timely and clear feedback
- Conduct quick and effective meetings on a daily, weekly basis
- Choose and hire the right people, reduce turnover
At individual meetings, you receive answers to your specific questions and challenges you are facing.
Investment in education and eventual happiness is for the individual. 689€.
Early registration until 20/10/2023 is 589€. For more as two applications from one company are recognized 10 % discount.
You can settle the registration fee in two consecutive installments. (1. upon application; 2. no later than 31.10.2023)
For all information, write to [email protected].
Why is Petra's Call or Contact Center Management Academy the right choice?
Because Petra Knez Bahor is an expert in the contact center industry and culture.
The constant action, the energy of the interplay of customers, offers, questions, consultants and the range of emotions inspires me. I advise teams and individuals on a daily basis how to use the potential of this industry to achieve quality, long-term and productive relationships, which are the basis for achieving other KPIs: productive, work, quantitative and qualitative. I also had a "lump" in my throat at first, but I overcame it with perseverance. Conversations between contact center employees and the customer are often a big challenge. I remember my initial dilemma, when the call center manager, as a beginner in telephone sales, handed me a written dialogue, which I repeated from sale to sale and sank under the weight of not achieving sales results. After a few hours, I resisted, I created my own dialogue, I chose words that I believed in and understood, thus I gained trust and respect and made a sales leap. Even then, the idea for #rdeÄko was born. Since then, I have been helping administrators, managers, mentors, companies and owners to improve communication and thus sales results. I also monitor the contact center industry as a regular lecturer at international contact center conferences within the framework of BINA and as a judge of contact center business practices within the framework of the Contact Center World association. If you also have a lump in your throat in your contact center team, we can go through the steps in a dialogue together that will help you achieve your goals.
Which 7 points of the sales conversation put your brand in the heart of your customers?
How I lived in "prison" for 15 years, learned some powerful lessons and became free. The realization that there is no more powerful tool in telephone sales than the seller himself opened my eyes. In an instant, I started to change my attitude towards sales, telephone sales, contact and call center. First, I had to "get out of my comfort zone" and face the new and unknown, then I involved other members of my teams, as the manager and consultant of the contact centers in the region. Experience, insights and effective tools. These are the key ingredients of #rdeÄ
Testimonials from satisfied customers:
- Barbara Murko, project manager S&K Company doo
TOP, TOP and TOP again. As the organizer of the project, it was very important to me how everything would look/turn out.
First of all, I would like to praise all the previous engagement and sharing of advice, information and organization. Yesterday's and today's performance surprised me very positively. I love education, but because I've been to a few educations, I know the differences. Like I like your approach, energy, calmness, kindness, your gentle friendly smile, sharing praises, encouragement…regardless of what anyone said, you always accepted and reacted positively… I believe that you gain trust very quickly with this. and people because of such an approach more and they cooperate better because they don't have the feeling that they will say something wrong. I think it's hard to talk about the professionalism and knowledge you have handed over. You are truly an expert in your field, and you proved that with these two days. You have given enough information, enough precise guidelines, more as enough examples, reminders of important things (several times – that it was well anchored in our memory). You did it in such a way that it didn't feel like you were repeating yourself, but that you actually let us know how important it is. The team received you very well, they can be very critical and I am glad that there is not a single person out of all 13 who mentioned to me that they were not okay with anything. But everyone was able to list at least 2-3 positive things (which is unusual – they usually highlight the bad ones).
- dr. Peter Baloch Established Consultant - Certified PROSCI, Gallup Advanced Strengths Coach, Gallup High Performance Manager, e2grow Organizational Culture Transformation Champion
When I picked up the red one, I was skeptical. When I first skimmed through it, I thought to myself - oops, interesting. After reading a few pages, based on my own knowledge, I said, wow, the author knows what she is writing. It says a lot about the basics of telephone communication and sales. From practice to practice and I like it. For this reason, I bought two more red ones and gave them to the girls in our call center to read and then we can talk about it. Their feedback was excellent. Their morale, motivation rose and they understood even more that it is necessary to talk to people… I really recommend it to everyone who is thinking of becoming one, or who still uses the phone a lot in their work. Mandatory reading and homework. You will be grateful…
Investment in education and eventual happiness is for the individual. 689€.
Early registration until 20/10/2023 is 589€. For more as two applications from one company are recognized 10 % discount.
You can settle the registration fee in two consecutive installments. (1. upon application; 2. no later than 31.10.2023)
For all information, write to [email protected].
petraknezbahor.com; contact-center.com
