The Call Centre Training Handbook: A Complete Guide to Learning & Development in Contact Centres | by John P. Wilson | 2009 | ISBN: 9780749450885. Excellent Customer Service Training.
The Call Centre Training Handbook: A Complete Guide to Learning & Development in Contact Centres
by John P. Wilson
2009 (336 pages)
ISBN:9780749450885
Packed with insight, techniques, call centre staff evaluation methods, and useful case studies, this book provides all you need to ensure that your contact centre teams are properly trained, managed and motivated to deliver the results you want.
Get this PDF EBook by clicking below: |
Call Centre Training Handbook—A Complete Guide to Learning & Development in Contact Centres
List of contributors
Introduction
Chapter 1 – The Big Picture: Learning, Training and Development in Contact Centres
INTRODUCTION
THE NEED FOR LEARNING AND DEVELOPMENT
DEFINING A CALL/CONTACT CENTRE
THE DEVELOPMENT OF CALL/CONTACT CENTRES
DRIVERS OF LEARNING AND DEVELOPMENT
BARRIERS TO LEARNING, TRAINING AND DEVELOPMENT
THE LABOUR MARKET AND EMPLOYMENT
THE LABOUR MARKET AND CALL CENTRES
BUILDING A POSITIVE REPUTATION
OUTSOURCING AND OFFSHORING
SUPPORTING REGENERATION THROUGH TRAINING AND DEVELOPMENT
THE CUSTOMER SERVICE IMPERATIVE
STRESS
CONCLUSION
Chapter 2 – Structuring Learning and Development
INTRODUCTION
SUPPORTING ORGANIZATIONAL OBJECTIVES
CUSTOMER SERVICE AND TRAINING STRATEGY
RESPONSIBILITY FOR TRAINING
A DESKILLED OCCUPATION?
A SKILLED OCCUPATION
CONTENT AREAS AND FORMS OF DELIVERY
MARKETING AND PROMOTING TRAINING AND DEVELOPMENT
IN-HOUSE TRAINING OR OUTSOURCED?
TRAINING DURATION
TRAINING AS MOTIVATION
CONTACT CENTRES AS LEARNING ORGANIZATIONS
CONCLUSION
Chapter 3 – Skills and Competencies
INTRODUCTION
CALL CENTRE SKILLS
THE RANGE OF SKILLS
QUALIFICATIONS
THE E-SKILLS CONTACT CENTRE CAREER AND SKILLS FRAMEWORK
SKILLS AND EMPLOYABILITY
CONCLUSION
Chapter 4 – Recruiting, Inducting and Socializing New Employees
INTRODUCTION
RECRUITING AND SELECTING
QUALIFICATIONS
ATTITUDE
INDUCTION
SOCIALIZATION
CONCLUSION
Chapter 5 – Communicating and Connecting With the Customer
INTRODUCTION
THEORIES OF COMMUNICATION
COMMUNICATING EFFECTIVELY
SOUNDING RIGHT – THE AESTHETICS OF SPOKEN LANGUAGE
SPOKEN COMMUNICATION
COMMUNICATION SKILLS TRAINING
WRITTEN COMMUNICATION
TRANSITION FROM A CALL CENTRE TO A CONTACT CENTRE
CONCLUSION
Chapter 6 – Delivering Excellent Customer Service
INTRODUCTION
PRICE VERSUS SERVICE
CUSTOMER SATISFACTION
CUSTOMIZING SERVICE THROUGH ATTITUDE TRAINING
CUSTOMER SERVICE TECHNIQUES
UNDERSTANDING CUSTOMERS
HANDLING ABUSIVE CUSTOMERS
CONCLUSION
Chapter 7 – Coaching and mentoring
INTRODUCTION
COACHING/MENTORING
STAGES IN THE COACHING PROCESS
TRUST
COMMITTING TO ACTION
GIVING FEEDBACK
TYPES OF COACHING
CONCLUSION
Chapter 8 – System skills training
INTRODUCTION
THE LEARNING CYCLE
LEARNING STYLES
PRINCIPLES OF ADULT LEARNING
THE TRAINING CYCLE
TIPS FOR THE TRAINER
CONCLUSION
Chapter 9 – Management Development in Call Centres
INTRODUCTION
WHAT IS MANAGEMENT?
THE IMPORTANCE OF STRONG MANAGEMENT
MANAGEMENT ABILITY AND CONTEMPORARY ISSUES IN CALL CENTRES
DIFFERENT TYPES OF CALL CENTRE MANAGEMENT QUALIFICATIONS
MANAGEMENT IN THE LEARNING COMPANY
DEVELOPING EXTRAORDINARY MANAGEMENT IN THE LEARNING COMPANY
CONCLUSION
Chapter 10 – Developing emotional intelligence and managing stress
INTRODUCTION
WORKING IN CALL CENTRES
EMOTIONAL LABOUR
THE DEVELOPMENT OF EMOTIONAL INTELLIGENCE
USING EMOTIONAL INTELLIGENCE IN CALL CENTRES
EMOTIONAL CONTAGION AND REMAINING POSITIVE
HANDLING STRESS
TRANSACTIONAL ANALYSIS
CONCLUSION
Chapter 11 – Managing international cross-cultural communications
INTRODUCTION
WHERE ARE WE NOW?
COMMUNICATION CHALLENGES IN OFFSHORE CALL CENTRES
BASE LANGUAGE CHALLENGES
TRAINING SOLUTIONS
EMPATHY: THE MISSING 1 PER CENT
EMOTIONAL INTELLIGENCE
CULTURAL INTELLIGENCE
LINGUISTIC COMPETENCE
IS THERE A SOLUTION?
CONCLUSION
Chapter 12 – Managing and evaluating performance
INTRODUCTION
PERFORMANCE MANAGEMENT
MEASURING QUANTITY
QUANTITY VERSUS QUALITY
THE IMPACT OF TRAINING
PERSONAL DEVELOPMENT PLANS
VALUING PEOPLE AND PERFORMANCE
LEVELS OF TRAINING EVALUATION
MONITORING EMPLOYEES
CONCLUSION
References
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