Includes:

• Characterisation and analysis of current situation compared with sector benchmark
• Methods and work procedures for increased effectiveness of IT systems in the CC
• Consulting and implementation of all processes and required changes

Benefits:

By implementing our training solutions, you will enjoy:

• Maximum utilisation of IT system capacity for CC at minimum cost
• Improved customer satisfaction by using: service unit website, IVR, call navigator, etc.
• Reduced customer response time
• Efficiency and lower operating costs
• Improved CC analysis abilities based on reports and data gathered from customer interactions
• Improved supervision and control capacities during the shift
• Shorter agent training periods
• Prevention of mistakes resulting from complex IT systems
• Standardisation of IT system look and feel: knowledge item structure, screen structures etc.

Content:

• Characterisation and analysis of current situation compared with sector benchmark
• Work methods and procedures for increasing effectiveness of IT systems in the CC:
  • CRM system
  • Knowledge management system
  • WFM (Work Force Management)
  • Telephone system
• Consulting and assisting the organisation in implementing all processes and required modifications in the IT systems

Why us?

DOOR Training & Consulting works in the contact center industry worldwide. Our solutions are based on rich experience in various sectors and comprehensive research in diverse business areas. We have proven results in achieving operational efficiency and improving performance through implementation of effective processes and methods.

EUT is conducted by a leading team of industrial/management engineers and project managers who are specialists in the world of CC, particularly in CC IT systems.

© DOOR NGG Product Line. All rights reserved.

032-034-002_contactcenterd

No related posts.

Related posts brought to you by Yet Another Related Posts Plugin.

• Characterisation and analysis of current situation compared with sector benchmark
• Process toolkit for management, supervision and control
• Consulting and implementation of all processes and required changes in the CC

Benefits:

By implementing our training solutions, you will enjoy:

• Improved customer satisfaction
• Higher efficiency and reduced operating costs
• Improved CC availability and lower abandonment rates
• Standard look and feel for every customer interaction
• Improved professional and service orientation skills
• Effective CC and team management
• Improved CC analysis and decision making abilities of the management team in the CC
• Increase in agent seniority and less employee abandonment
• CC activity measurement, including operations, management, quality and productivity

Content:

• Characterisation and analysis of current situation compared with sector benchmark
• Shift management processes
• Knowledge management processes in the CC and in relevant interfaces
• CC management processes
• Team management processes
• Supporting analysis and control toolkit
• Set of KPIs (qualitative and quantitative) for measurement of different CC activities
• Process implementation in the CC

Why us?

DOOR Training & Consulting works in the contact center industry worldwide. Our solutions are based on rich experience in various sectors and comprehensive research in diverse business areas. PTC includes proven methodologies for the implementation of managerial, supervision and control processes in various business sectors in the field.

Our leading team of experts consists of industrial/management engineers and project managers who are specialists in the world of CC. This team brings great value to your organisation and especially to your CC.

© DOOR NGG Product Line. All rights reserved.

032-034-002_contactcenterc

No related posts.

Related posts brought to you by Yet Another Related Posts Plugin.

• Characterisation and analysis of current situation compared with sector benchmark
• Process toolkit for service, sales, operations, back office, customer care and customer retention
• Consulting and implementation of all processes and required changes in the CC

Benefits:

By implementing our training solutions, you will enjoy:

• Improved customer experience and standard look and feel
• Increase in customer share by leveraging every customer interaction to a proactive service activity
• Improved customer care, better closure rates and reduced response time
• More added value for the customer
• Better customer loyalty and lower abandonment rates
• Higher efficiency and reduced operating costs
• Effective interactions management
• The ability to identify failures and gaps in customer relationship management for performance improvement

Content:

• Characterisation and analysis of current situation compared with sector benchmark
• Process toolkit and customer interface standards:
  • Service and customer care processes for all communication channels
  • Sales processes and proactive service
  • Handling customer complaints
  • Customer care and customer retention processes
• Documentation process and customer information-gathering process
• Back-office processes
• Implementation of processes in the CC

Why us?

DOOR Training & Consulting works in the contact center industry worldwide. Our solutions are based on rich experience in various sectors and comprehensive research in diverse business areas.

PTEx is developed and delivered by a leading team of professional and experienced developers, facilitators and coaches in the industry. This team brings great value to your organisation and especially to your CC.

© DOOR NGG Product Line. All rights reserved.

032-034-002_contactcenterb

No related posts.

Related posts brought to you by Yet Another Related Posts Plugin.

• Characterisation and analysis of current situation compared with sector benchmark
• Organisational structure and role definitions derived from CC mission and scope of activity
• Consulting and implementation of all processes and required changes in the CC

Benefits:

By implementing our training solutions, you will enjoy:

• An effective CC organizational structure that increases results and reduces operating costs
• Suitable communication channels and SLA definitions to meet customer needs and expectations
• High customer satisfaction
• Reduced employee turnover rate
• Effective recruitment processes – matching suitable employees to specific job roles
• Better control and measurement abilities for each role in the CC

Content:

• Characterisation and analysis of current situation compared with sector benchmark
• Organisational structure derived from CC mission and scope of activity
• Definition of CC communication channels and SLA for each channel
• Role definitions, including required skills, responsibility and professional tasks
• Predicted volume of activities
• Consulting and implementation of the changes in structure, role definitions and communication channels of the CC

Why us?

DOOR Training & Consulting works in the contact center industry worldwide. Our solutions are based on rich experience in various sectors and comprehensive research in diverse business areas. MOR is based on an economic approach to maximize efficiency potential, achieve high SLA and obtain high customer satisfaction.

DOOR Training & Consulting is well acquainted with many organisational structures and diverse role definitions in independent CC and in multi CC structures. We are dedicated to giving you “MORe”!

© DOOR NGG Product Line. All rights reserved.

032-034-002_contactcentera

No related posts.

Related posts brought to you by Yet Another Related Posts Plugin.

Includes:

• Training needs analysis
• Development and/or delivery of tailored training solutions based on proven methodologies and best practices
• Consulting and  implementation of required training solutions

Benefits:

By implementing our training solutions, you will enjoy:

• Proficient people-oriented staff trained to provide high-quality service and successful sales
• Professional and competent people-oriented managers, including CC managers, shift managers and team managers
• High customer satisfaction and long-term customer relationships based on trust and loyalty
• Lower agent attrition rates and higher motivation
• Significant increase in CC income based on efficient up-sell and cross-sell activities.

Content:

• People-oriented service skills for new, senior, and retention agents
• People-oriented sales skills for new, senior, telemarketing, telesales, and telemeeting agents
• People-oriented managerial and coaching skills for CC managers, shift managers, team managers and senior agents

Curriculum

People-Oriented Service Training Programmes

“New Contact” – Basic Service Skills for New Agents

• Full-Scale Training Programme (3 days)
• Modular Training Courses (1 day)

“Ongoing Contact” – Advanced Service Skills for Senior Agents

• Full-Scale Training Programme (3 days)
• Modular Training Courses (1 day)

“Contact that Counts” – Up-Sell and Cross-Sell Skills for Agents

• Comprehensive Training Programme (3 days)

“Long-Term Contact” – Customer Retention Skills for Retention Agents

• Comprehensive Training Programme (2 days)

People-Oriented Sales Training Programmes

“New Sale” – Basic Sales Skills for New Sales Agents

• Full-Scale Training Programme (3 days)
• Modular Training Courses (1 day)

“Ongoing Sales” – Advanced Sales Skills for Sales Agents

• Full-Scale Training Programme (3 days)
• Modular Training Courses (1 day)

“Sales that Count” – Up-Sell and Cross-Sell Skills for Sales Agents

• Comprehensive Training Programme (3 days)

“Personal Telesales” – Telesales Skills for Telemarketing Agents

• Comprehensive Training Programme (2 days)

“Personal Telemeeting” – Telemeeting Skills for Telemeeting Agents

• Comprehensive Training Programme (2 days)

People-Oriented Management Training Programmes

“Connecting People” – Managerial Skills for Contact Center Managers

• Full-Scale Training Programme (7 days)
• Modular Training Courses (1 day)

“People for People” – Team Management in Contact Centers

• Full-Scale Training Programme (7 days)
• Modular Training Courses (1 day)

“Shift Management as a Profession” – Managerial Skills for Shift Managers

• Full-Scale Training Programme (5 days)
• Modular Training Courses (1 day)

“Personal Coach” – Coaching Skills for Senior Agents

• Comprehensive Training Programme (2 days)

Why us?

DOOR Training & Consulting works in the contact center industry worldwide. Our solutions are based on rich experience in various sectors and comprehensive research in diverse business areas. “Connecting People to People” offers comprehensive training solutions to ensure effective, efficient and motivated CC agents and managers according to your needs.

All our training solutions are developed and delivered by a leading team of professional and experienced developers, facilitators and coaches in the industry. This team brings great value to your organisation and especially to your CC staff and operations.

© DOOR NGG Product Line. All rights reserved.

032-034-002_connectingpeople

No related posts.

Related posts brought to you by Yet Another Related Posts Plugin.