Hot Picks
Telesales and Call Centre Team Leader Workshop
For reasons of space - and because our competitors are watching - we don't put the all course agendas online. This is just a sample of our Management and Leadership of Call Centre & Telemarketing Teams course - if it doesn't cover your interests, please contact Hotlines for a description of any other course that interests you.
Leadership - what a leader is and does
Revisiting the key attitudes and actions needed to be truly effective. We examine the management of people to a development plan and utilising systems to maximise resources.
Demonstrating leadership
How leadership should be embraced and mirrored in our behaviour. Students will examine and quantify the effect this has on the cohesiveness of their team.
The correct use of assertiveness when managing a call centre team
Participants evaluate the effects of submissive, aggressive and assertive behaviour and go through a team exercise designed to help them create win/win situations with staff and customers.
Locating, interviewing and recruiting the best possible staff
Students examine the benefits of effective selection and recruitment. We look at effective interview techniques and the use of a matrix to make objective decisions around selection criteria.
Using milestones to train new staff without losing time
This examines the importance of a structured induction in order to ensure recruits achieve their maximum potential. Learners look at areas such as setting expectations, managing a set induction plan and review process.
Providing quantifiable on-the-job coaching for the team
Participants go through exercises designed to examine the definition of coaching, its benefits, and steps of the process. Through this they are able to develop an understanding of different learning styles, critiquing calls and working to a value chain.
Measuring, monitoring and controlling quality and productivity
In this module students look at the value of analysing information in particular team performance against target, individuals' development against training needs, sickness/absenteeism and problem workload.
Motivating the call centre team
Examining motivation skills, some practical motivational principles and how Maslow's Hierarchy of Needs relates to call centre staff. We use four extreme personality types to understand how these people are motivated.
Dealing with troublesome team members
Students will internalise the steps to take when recognising an issue and how to correct it, then demonstrate their effectiveness in such scenarios through a role playing case study.
Introduction to presentation skills
This module gives an insight into the impact an effective presentation can have. We look at presentation structure, preparation, content, tools, tips, visual aids and the objectives of a good presentation.
Time management tips for call centre managers
How to make the most of a typical manager's day and how to manage the various tasks appropriately thus always working under positive pressure.
