Call Center Training - Call Center Learning Solutions, training the voice of your business with on-site courses, online courses,web seminars, and e-learning call simulations.

What is your call center culture? What truly motivates your agents and employees? What is the leadership style of your call center? Have you ever asked yourself, "How do we do business around here?" Your corporate strategy, vision, mission and values all set the tone for your corporate culture. What is the written and verbal message you send to your employees and do you and your leadership team members "wall the talk?" This 1-day workshop is designed for leadership team members who have responsibility for establishing, maintaining and changing culture in the call center. This workshop is ideal for intact work teams facing change.

What will you learn?

This session deals with the successful transformation to a positive call center culture. Leadership and relationships are the keys to creating a positive culture, motivating employees and employee retention. Your agents have the most powerful impact on your customer satisfaction and retention. It pays to invest in developing a positive culture, training and developing your supervisors and managers. The focus is on defining roles and responsibilities, increasing professionalism, developing resources and mentors, managing work through others, self-assessment of skills and knowledge and developing a business and personal development plan for success.

Key Learning Points

Understand "culture" the truths and the myths
Understand the Roles and Goals of Managers and Leaders - Define Areas of Accountability
Develop a positive culture - what it takes
Learn the impact of culture on your front line employees
Use the principles of the Service Profit Chain to build culture
Learn Motivation and Retention Strategies for Agents

Modules

Importance of Culture on Customers/Employees

The Myths and the Truths of Culture
The Most Important Keys to Positive Culture
Your Role - Responsibilities and Outputs
Vision, Mission, Values
Power Dynamics-Walk the Talk
Stakeholders and Roles

Managing the Culture

Principles of the Service Profit Chain
Benefits of Building Employee Capability
What Employees Want - Motivate and Retain Agents

Leadership and Management Skills Can Be Learned and Developed

Examine the Development Process
Explore the 6 Core Skill Areas
Explore Skill Development Ideas

Your Personal Development/Business Plan

Prepare Your Personal Development & Business Plan
Feedback and Coaching on Your Plan

Workshop Environment

This workshop is interactive and involves team building exercises, group discussion, brainstorming, practice and the situational application of skills. Students are totally involved in the learning process. Some pre-course work is required, i.e. collect and bring to class, Company mission, job descriptions, appraisal standards, etc.