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Call centre manager: Training

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Training for call centre managers tends to be on the job and continues through all grades.

Training aims to provide managers with essential skills and knowledge related to the effective control of incoming/outgoing calls, as well as planning development, resource allocation and staffing issues.

Other areas covered by training include:

  • business strategy;
  • performance management;
  • work conditions and staff morale;
  • technical development and awareness;
  • legislative and cultural issues;
  • regulatory issues;
  • employment law and human resource (HR) issues;
  • planning and control;
  • budgeting.

A number of recognised and approved training courses for call centre managers are provided by the Call Centre Management Association (CCMA) . These include one-day courses in areas such as:

  • call centre operations;
  • workforce management;
  • performance management.

They also provide one-to-one mentoring for call centre managers and team leaders. The CCMA will shortly be launching a new degree course in contact centre management aimed at call centre leaders in partnership with industry and Ulster University.

A range of training courses in areas such as first impressions and service management are available via the Institute of Customer Service (ICS) . Membership of the CCMA or ICS is also useful for networking and career development opportunities.

Masters/MBA courses in subjects such as performance management may be useful.

 
 
AGCAS
Written by AGCAS editors
Date: 
September 2014
 

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