The
program's overarching goal is to equip participants with the knowledge and
skills necessary to enhance the ability of call center managers and supervisors
to achieve the organization's goals. The call center serves as the bridge
between internal and external customers. This program is tailored to meet the
dynamic role of call center supervisors in the Arab Gulf region.
By the end of this course, participants will be
able to:
•
Understand the industry and business
foundations in call centers.
•
Familiarize themselves with the terminology,
definitions, and technologies used in call centers.
•
Understand the traits and capabilities
required for the roles of a manager and supervisor in call centers.
•
Practice effective methods for coaching
and guidance.
•
Identify the roles and responsibilities of
managers and supervisors in call centers.
•
Know the performance indicators for
managers and supervisors in call centers.
•
Familiarize themselves with the call
quality control program and its mechanisms.
•
Learn how to prepare and analyze
performance indicator reports.
- Leadership and Management in the Modern Age
- The Nature of Leadership Roles
- Key Qualities and Characteristics of Leaders
- Key Roles and Functions of Leaders
- Key Activities for Leader Capability Development
- Key Criteria for Evaluating Leader Performance
- Desired and Undesired Leader Activities
- Call Center Technology and Techniques
- How to Plan and Manage Meetings
- Lifecycle of the Call Quality Control Mechanism
- Definitions of Call Quality Control
- Objectives and Benefits of Quality Control Programs
- When and How the Control Process Takes Place
- Feedback in Quality Control Programs
- Training and Development as Outputs
- Setting Indicators and Standards for Quality Measurement
- Global and Arab Best Practices for Call Quality Control
- Call Listening and Evaluation Workshop (Calibration)
- Important Definitions of Training, Coaching, and Guidance
- Working Conditions and the Need for Guidance
- Advantages of Direct Guidance
- Why Managers and Supervisors Avoid Guidance and Coaching
- Characteristics of Professional Trainers and Coaches
- Stages of the Direct Guidance Process
- Structuring the Guidance Process
- Various Coaching Methods
- Preparing for Guidance Sessions
- Practical Case Studies and Simulation Role-Playing
- The Importance of Reports in Call Centers
- How to Collect, Design, and Analyze Reports
- Transforming Numbers into Decisions
- Analyzing and Reading Daily Reports
- Types and Forms of Call Center Reports
- Key Systems and Technologies Used
- Performance Indicators for the Work Team and How to Enhance their Efficiency