Leading and managing call centre staff requires specialised skills and knowledge to ensure that they perform to their potential and stay motivated to deliver excellent service. Learn strategies for defining a performance measurement system, including how to identify the top twenty performance measures for your call centre.
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Leading and managing call centre staff requires specialised skills and knowledge to ensure that they perform to their potential and stay motivated to deliver excellent service. Learn strategies for defining a performance measurement system, including how to identify the top twenty performance measures for your call centre.
An overview of workforce management for call centre supervisors and managers is covered. Students will learn about the challenges of workforce planning, the detailed steps of forecasting and scheduling, and the important concept of the Power of One in call centre staffing.
Sessions covered in the two-day course include: Workforce Management, Performance Measurement, Performance Review and Coaching.
Students will also learn:
- To translate top metrics into effective call centre management reports
- The benefits of coaching
- How to set up a coaching session and communicate effectively,
- To deliver consequences that shape performance effectively.
The cost to attend this event is NZD$2,295 + GST per person, including course workbook, course text, lunch and refreshments.
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