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Organization of work, client relations and sales in Call Center

İlkin Qarayev Trainer : İlkin Qarayev

Start date: 00-00-0000

Price: 200 AZN


Duration:

8 hours

Target group:

 Customer Service & Call Center managers, specialists

Modules:

Introduction and initial test
Module 1.

General Information about Call Center
Call Center Importance to Banks
Call Centre factors that make it necessary
Call Center Set-Up Phases

Module 2

Determination of strategic targets
Technology selection and installation phases
The creation and development of processes
The organization of the human resources
Call Center manager targets
Call Centers KPI-s (key performance indicators)
Call Center Organization
Service Evaluation
The main risks in Call Centers and their management

Final test and certification

At the end of the course the participants will know the following:

The importance of Call Center to banks
Call Center installation stages
Call Center Management Principles
Service Evaluation
Risks and Solutions

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