Call Centre Supervisor
33 eLearning modules · CPD Certified · SCORM
This course empowers call centre supervisors to lead high-performing teams, fostering unified commitment and open communication, and building emotional resilience. You will gain a crucial understanding of UK employment law changes. The programme delves into the technical aspects of call centre activities, covering call routing, managing core technologies, and leveraging CRM software for streamlined operations. You will also master call quality assurance, learning to monitor, evaluate, and improve service standards through robust data analysis and interpreting performance trends. This ensures you can confidently manage projects and maintain operational excellence.
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What this lesson contains
Teamwork Principles for Call Centre Supervisors in Telecommunications
Navigating UK Employment Law Changes
Call Quality Assurance Management for Call Centre SupervisorsPreview not available
Characteristics of Services for Call Centre SupervisorsPreview not available
Call Routing for Call Centre Supervisors in Information and Communication TechnologiesPreview not available
Managing Call-Centre Technologies for Supervisors in Customer ServicePreview not available
Product Characteristics for Call Centre Supervisors in ManufacturingPreview not available
Emotional Resilience for ProfessionalsPreview not available
Analysing Call Performance Trends for Call Centre Supervisors in TelecommunicationsPreview not available
Measuring Call Quality for Call Centre Supervisors in Contact CentresPreview not available
Maintaining High Quality of Calls for Call Centre Supervisors in TelecommunicationsPreview not available
Interpreting Automatic Call Distribution Data for Supervisors in Call CentresPreview not available
Supervising Data Entry for Call Centre Supervisors in TelecommunicationsPreview not available
Data Analysis EssentialsPreview not available
Using Customer Relationship Management Software for Call Centre Supervisors in TelecommunicationsPreview not available
Introduction to Software & ApplicationsPreview not available
Managing Staff for Call Centre Supervisors in Customer ServicePreview not available
Managing ICT Projects for Call Centre Supervisors in TelecommunicationsPreview not available
Managing Business Knowledge for Call Centre Supervisors in TelecommunicationsPreview not available
Recruitment and Onboarding FundamentalsPreview not available
Forecast Workload for Call Centre Supervisors in Customer ServicePreview not available
Project Management for Call Centre SupervisorsPreview not available
Analyzing Staff Capacity for Call Centre Supervisors in Contact CentresPreview not available
Abide by Business Ethical Code of Conducts for Call Centre SupervisorsPreview not available
ISO 27001 Information Security Management SystemsPreview not available
Providing Customer Follow-up Services for Call Centre SupervisorsPreview not available
Maintaining Privacy of Service UsersPreview not available
Problem Solving in BusinessPreview not available
Speak Different LanguagesPreview not available
Adapting to Changing Situations for Call Centre SupervisorsPreview not available
Building Rapport with Different Cultures for Supervisors in Call CentresPreview not available
Presenting Reports for Call Centre SupervisorsPreview not available
Training Employees for Call Centre Supervisors in TelecommunicationsPreview not available