Call Centre Training Programs
Many call centre environments provide agent training that only recognises the core function of their job and do not expose them to the bigger picture of the call centre. The
Siyandza Call Centre Agent Training Course aims to provide agents with a better understanding of why they are a part of the call centre and how to be successful in their role.
Team leaders, team managers and operation managers are integral in the successful running of a call centre, from managing the call campaigns to monitoring and maintaining performance standards. The
Siyandza Call Centre Team Leader Training course includes more than just the soft skills necessary in the call centre environment and can therefore also easily be used for operational management training.
The
Quality Assurance Division within a call centre is a critical part of the operation. This division ensures that the quality standard and goals of the organisation and the actual customer experience is aligned. This
Call Centre Quality Assurance Training program covers the role of quality within a call centre, together with the tools used to measure quality and the skill required to assess quality.
The
Workforce Management team within a call centre is central to ensuring that there are the right number of people in the right place at the right time, in order to achieve service levels and maximise productivity. The
Siyandza Workforce Management Training program is designed to cover the essentials needed to effectively plan within a call centre: utilising historical data, forecasting, calculating workload, determining staffing needs, and creating schedules.
