Concept Marketing Group Inc.

Close This Window

---

Free Do-It-Yourself Press Release Kit

---

Fill out the information below to receive our free e-book. We'll automatically redirect you to the download area.

First Name: * Last Name: * Company: Email: * Phone #: Are you interested in any of the following? Press Release Writing Services Press Release Distribution Services Notify me of special offers and promotions Subscribe me to the Getting Results newsletter

---

Close This Window

Call Center Corporate Training Programs

by: soniaroody on Date: Tue, 12 Apr 2011 Time: 3:59 PM

More consumers are now giving importance to customer service today. According to statistics, 86% stop their business with an organization simply because of bad customer service, which is a great leap from the 59% last 2007. This simply shows that companies need a good customer service system to make present consumers feel cared for, as well as attract potential clients.

Besides having well trained call center customer representatives to handle phone inquiries, an organization should also have a strong and steady base of supervisors, managers and call center executives. They are the ones who take control of quality issues, implement strategies for further customer satisfaction, manage costing and budget, and a lot more. These people influence their agents to give the quality customer service they all aim to achieve.

With this in mind, several companies are now developing training programs that could optimize the customer service departments of call centers. A solutions company assesses the current vision for customer satisfaction and compares this with current operations, group performance, and the call center culture as well. Based on this assessment, the solutions company would make recommendations to the call center executives.

A call center manager’s task is to ensure the quality of calls, increase the efficiency of day to day operations, all while reducing their turnover and managing limited resources. In line with this, they must improve their skills in handling these issues by undergoing training and support programs in their line of work. These programs evaluate the present call center system and measure performance indicators, from which they can interpolate possible areas for improvement.

The trainers may also receive supplementary training to improve their teaching skills. They can be assured of service value with interactive methods that enhance the talent of call center agents. This, in turn, will garner positive reviews from customers and an approval from the call center client.

With the development of the call center industry, there are now companies that strive to help call center organizations obtain quality customer service by giving further management training to its executives. This would definitely reflect in customer service statistics in the near future.

About the Author

Visit www.TeleDirect.com for more details.

Comments

Add Comment