Contact Centre Supervisor
33 eLearning modules · CPD Certified · SCORM
This course empowers contact centre supervisors to effectively oversee and coordinate daily operations, ensuring smooth service delivery and high performance. You will master essential skills for monitoring call quality, upholding company standards, and resolving a wide range of issues. Learn to cultivate high-performing teams through effective training, fostering teamwork, and managing customer relationships to drive loyalty. The programme also covers professional communication, handling complex inquiries and complaints, and presenting data-driven reports to key stakeholders, enabling you to enhance overall team efficiency and customer satisfaction.
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What this lesson contains
Following Company Standards in Contact Centres
Call Quality Assurance Management
Characteristics of Services for Contact Centre SupervisorsPreview not available
Customer Relationship Management for Contact Centre SupervisorsPreview not available
Customer Service FundamentalsPreview not available
Problem Solving in BusinessPreview not available
Liaise with ManagersPreview not available
Presenting Reports for Contact Centre SupervisorsPreview not available
Training Employees for Contact Centre SupervisorsPreview not available
Contacting Customers for Supervisors in Contact CentresPreview not available
Handling Complaints & Difficult CustomersPreview not available
Handle Helpdesk Problems for Contact Centre SupervisorsPreview not available
Responding to Inquiries for Contact Centre SupervisorsPreview not available
Product Characteristics for Contact Centre Supervisors in ManufacturingPreview not available
Teamwork Principles for Contact Centre SupervisorsPreview not available
E-commerce Systems for Contact Centre SupervisorsPreview not available
Analyse Customer Service Surveys for Contact Centre SupervisorsPreview not available
Keep Records of Customer Interaction for Contact Centre SupervisorsPreview not available
Measure Call QualityPreview not available
Measure Customer Feedback for Contact Centre SupervisorsPreview not available
Analyse Staff CapacityPreview not available
Fix MeetingsPreview not available
Forecast Workload for Contact Centre Supervisors in Customer ServicePreview not available
Managing Staff for Contact Centre SupervisorsPreview not available
Motivating Employees for Contact Centre Supervisors in Customer ServicePreview not available
Perform Project Management for Contact Centre SupervisorsPreview not available
Supervise Work for Contact Centre SupervisorsPreview not available
Setting & Delivering Operational PlansPreview not available
Create a Work Atmosphere of Continuous ImprovementPreview not available
Manage ResourcesPreview not available
Monitoring Customer Service for Contact Centre Supervisors in Business ServicesPreview not available
Recruitment and Onboarding FundamentalsPreview not available
Data Analysis EssentialsPreview not available