Call Center Training

The key to a company's success is make sure their call center supervisors are trained in their products, services and values. Call center supervisors work as coaches, working with each employee in the center to help them understand what the company does. By investing in call center training, companies and ensure they end up with satisfied and happy staff, who understood the company’s expectations and were eager to meet their goals.

With the right call center training, individuals become more and more motivated to perform as expected as they have an increase in the knowledge, skills and experience on the best way to get the job done at or above call center management expectations. Proper call centre training empowers agents to be the best they can be at their jobs, which helps them hit performance targets and produce a better call center overall.

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Articles on Call Centre Training

South Africa has distinguished itself as a destination of choice for the global
call centre industry. For this reason call centres have been identified as a
useful avenue for developing skills and create employment opportunities.

Do you know the difference between inbound and outbound call centres? Call centres are dynamic workplaces that require flexible and skilled employees. We investigate the definition of a standard call centre and the people who work in them.

The UCT Graduate School of Business is launching a landmark programme to address a key skills shortage in middle to senior management in the South African Business Process Outsourcing and Contact Centre industry. The skills shortage has been identified in recent research studies on the local industry.

As we start the second month of the new year there are thousands of aspirant job seekers who will be looking for work.

Bruce Von Maltitz gives some tips to help supervisors manage peak periods in academic call centres.

Call centres are much like governments or sports referees. When they are good, nobody comments, but when they are bad, they dominate conversations.

Workforce solutions provider Manpower South Africa recognises the importance of the South African call centre industry in finding a solution to this problem.

Widespread unemployment among South African youth paints a bleak picture but there
are pockets of opportunity that give young people - who don’t have tertiary
education or extensive work experience- the chance to succeed.

There are few business operations that are more challenging from a human resources
perspective than running a call centre. Here, at the front lines of customer service,
businesses face a tension between the need to keep operational costs down and the
requirement to deliver the best customer experience.

There is no company "too small' to adopt a hosted model. No one should have to
lose customers because their technology lets them down - quality technology is as
crucial to a small company as it is to a large enterprise.

What is a contact centre and how can a contact centre benefit your career? If you
are a graduate and looking for work experience, then a call centre may just be the
answer for you. In fact you will acquire a broad range of transferable skills, which will
put you in good stead for your future in the business world.

Outsourcing call centres are the biggest trend since the rush to implement ERP systems of the late 1990s. The objective is to use technology to empower the CSA?s to fix customer problems in their first contact. The IT and Telephonic applications have certainly made the Call Centre Manager?s life a lot easier.

What is the future of the call centre industry? The growing demands of employers and consumers are severely impacting the role of call centre agents in the workplace. Read about these and other factors that are shaping the sector.

Call centres can be described as the cornerstones of the ICT sector and a great starting place for young people who are interested in pursuing a career in IT. Dr Madelise Grobler talks about the need to prepare and equip non-graduates for this dynamic industry.

Rising pressures within inbound call centres to answer more calls in less time can sometimes outweigh the need to effectively assist customers. Follow these tips if you prize quality over quantity.