Ô
priTel
Training - Delivering Call Centre
Operational Excellence & Best practice
Checkout CCa2z the Call Centre e@cyclopedia
Learn and understand the key elements that can transform your call centre practice into a benchmark operation.
Whether you are an executive/middle manager, who has now acquired call centre accountability, or a call centre manager/team manager/analyst, you will need to understand how to apply the key principles to deliver superior levels of performance and quality, including;
 | Call forecasting |
| Choosing service level |
| Applying the appropriate performance metrics |
| Eliminate unnecessary calls which clog up lines and take up resource |
| Eliminate rework and repeat calls |
| Facilitate process improvement to avoid incoming calls |
| First time call resolution, resulting in 15/20% reduction of staff and on-costs or an increase in call capacity |
| and much, much more - see full programme content |
Managing and improving call centres requires specialised knowledge and skills to make the appropriate return on investment.
Learn practices, which have taken one particular call centre - from the poorest in their industry - to finalists for communication centre excellence, within a year - see programme content
Public training seminars are available or training on your site to include all your team.
priTel have taken best practice across the globe
click on each photo for enlargement
Checkout CCa2z the Call Centre e@cyclopedia
Ó Copyright priTel business Ltd 2000. All rights reserved.
Ô
see PROGRAMME CONTENT Delivering Call Centre Operational Excellence & Best Practice
Maximising Call Centre Performance
Maximising Telephone Selling from Your Call Centre
priTel Services
Human Resources Call Centre Culture Recruitment & Selection Workplace Stress/welfare Operational Efficiency Quality Management Key Performance Indicators Resource Planning Outsourcing of Call Handling Operational Training Technology Selection Project Management
RECRUITMENT SERVICE we offer the complete range of services for our clients