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7 steps to simpler, less stressful and more effective management for you and your team
Academy of managing a contact or call center, telephone sales, customer support department
The program is suitable for: contact center managers & coordinators & telephone sales managers, managers of complaints departments, managers of customer support departments, all managers who have direct contact with customers.
The last two years have clearly shown us the importance and power of direct contact with the customer, that we are practically the only "live" contact when all else fails. But the pressures are not letting up, and customers are raising their expectations even higher.
Stress under the weight of costs and efficiency is a constant, especially for a manager whose job is anything but easy. Regardless, there is a team that needs constant motivation, encouragement to create action in a pleasant working climate, which greatly affects the attitude towards customers.
- 90% of % customers say that an immediate response is very important when they have a question or need help.
- 44% of customers report feeling angry or irritated when they are on hold for 5 to 15 minutes.
Source: Salesforce, 2020
What 78 % customers according to you modest user experience it won't showed confidence again. A disappointed customer needs to wound healing, right 12 extremely positive user experiences, in order to forget or iron out an old grudge.
Responsiveness, scheduling, turnover and absenteeism, measuring key performance indicators, and efficient and quick meetings are topics that we will cover in the Contact Center Management Academy. The greatest emphasis will be on leadership - you, the leader, and we will learn how to lead a department through challenges to victory, with courage, conviction, and confidence.
The Academy is a combination of individual and group online meetings, followed by a live workshop. 7 consecutive online meetings on a weekly basis, starting on October 24, 2023, at 1:00 PM - 3:00 PM according to the thematic schedule below.
1. Planning and organization of work - first zoom meeting, 24.10.2023
The manager must plan the work schedule, allocate tasks and ensure that work is completed on time and efficiently. This also includes monitoring employee performance and adjusting plans when necessary.
2. Staff management and training – second zoom meeting, 7.11.2023
The manager is responsible for leading and training employeesto ensure they are equipped to perform their tasks in the best possible way. This includes providing appropriate tools and technologies, training employees on the use of systems and processes, and providing feedback on their work.
3. Monitoring the quality of services - third zoom meeting, 14.11.2023
The manager must monitor the quality of services, offered by the company and identify opportunities for improvement. This includes monitoring response times, assessing customer satisfaction, and monitoring employee performance.
4. Customer Care – Fourth Zoom Meeting, 21.11.2023
The manager must ensure that every call or interaction with the customer is handled in the best possible mannerThis includes ensuring that employees are capable of answering customer questions, resolving problems, and providing quality service.
5. Data Analysis – Fifth Zoom Meeting, November 28, 2023
The manager must analyze the data on calls and customer interactions to identify trends, opportunities for improvement, and new ways of delivering services.
6. Strategy Development – Sixth Zoom Meeting, 5.12.2023
A manager must develop a strategy to improve services and processes and ensure that they are geared towards improving customer satisfaction and business performance.
7. Feedback – seventh zoom meeting, 12.12.2023
The manager must provide feedback to the team and individuals, positive feedback as well as criticism.
Each Zoom meeting is followed by individual meetings, which you sign up for according to your schedule, based on your personal wishes and needs.
On December 14th, we will have a live event in Ljubljana between 9:00 AM and 1:00 PM, where we will exchange good practices, network over good food and in great company. At the final meeting, you will also receive a #rdečka certificate of completion of the Contact Center Management Academy.
What you will learn in 7 weeks:
- Plan and organize a team effectively
- Motivate the team to achieve goals
- Prepare effective monitoring of performance indicators, the basis for excellent rewards
- Share timely and clear feedback
- Conduct quick and effective meetings on a daily, weekly basis
- Select and hire the right people, reduce turnover
In individual meetings, you will receive answers to your specific questions and challenges you are facing.
The investment in education and the final meeting is for the individual 689€.
Early registration until October 20, 2023 is €589. More than two applicants from one company are recognized 10 % discount.
You can settle the registration fee in two consecutive installments. (1. upon application; 2. no later than 31.10.2023)
For all information, write to info@petraknezbahor.com.
Why is Petra's Call or Contact Center Management Academy the right choice?
Because Petra Knez Bahor is an expert in the contact center industry and culture.
The constant action, the energy of the intertwining of customers, offers, questions, consultants and a range of emotions excites me. I advise teams and individuals on a daily basis on how to exploit the potential of this industry to achieve quality, long-term and productive relationships, which are the foundation for achieving other KPIs: productive, working, quantitative and qualitative. I also had a "lump" in my throat at first, but with perseverance I overcame it. Conversations between contact center employees and customers are often a big challenge. I remember my beginner's dilemma when, as a beginner in telephone sales, the call center manager handed me a written dialogue, which I repeated from sale to sale and sank under the weight of not achieving sales results. After a few hours, I resisted, created my own dialogue, chose words that I believed in and understood, thus gaining trust and respect and making a sales leap. Even then, the idea for #rdečka was born. Since then, I have been helping administrators, managers, mentors, companies and owners improve communication and thus sales results. I also follow the contact center industry as a regular lecturer at international Contact Center conferences within the framework of BINE and as a judge of contact center business practices within the framework of the Contact Center World association. If you also have a lump in your throat in your contact center team, we can go through the steps in a dialogue together that will help you achieve your goals.
What 7 sales conversation points put your brand in the hearts of your customers?
How I lived in a "prison" for 15 years, learned some powerful lessons and became free. The realization that there is no more powerful tool in telesales than the salesperson himself opened my eyes. I immediately began to change my attitude towards sales, telesales, contact and call centers. First, I had to "get out" of my comfort zone and face the new and unknown, then I pulled my team members into it, as a manager and consultant of contact centers in the region. Experience, knowledge and effective tools. These are the key ingredients of #rdečka.
Testimonials from satisfied customers:
- Barbara Murko, project manager S&K Company doo
TOP, TOP and TOP again. As the organizer of the project, it was very important to me how it would all look/turn out.
First of all, let me praise all the prior engagement and sharing of advice, information and organization. Yesterday's and today's performance surprised me very positively. I love trainings, but since I've been to a few trainings, I know the differences. I like your approach, energy, calmness, sensuality, your gentle, friendly smile, sharing praise, encouragement... no matter what anyone said, you always accepted and reacted positively... I believe that you gain trust very quickly and people cooperate more and better because of such an approach because they don't feel like they're going to say something wrong. I think it's hard to talk about the professionalism and knowledge you've imparted. You really are an expert in your field and you've proven that with these two days. You provided enough information, enough precise guidelines, more than enough examples, pointed out important things (several times - so that it was nicely anchored in our memory). You did it in such a way that there was no feeling that you were repeating yourself, but that you were actually letting us know how important it was. The team welcomed you very well, they can be very critical and I'm glad that not a single person out of all 13 mentioned to me that anything wasn't okay with them. But they all managed to list at least 2-3 positive things (which is unusual - they usually highlight the bad ones).
- dr. Peter Baloch Established Consultant – PROSCI Certified, Gallup Advanced Strengths Coach, Gallup High Performance Manager, e2grow Organizational Culture Transformation Champion
When I picked up the book, I was skeptical. When I first flipped through it, I thought to myself – oops, interesting. After reading a few pages, based on my own knowledge, I said, wow, the author knows what she's talking about. She tells a lot about the basics of telephone communication and sales. From practice to practice, and I like that. For this reason, I bought two more books and gave them to the girls in our call center to read and discuss afterwards. Their feedback was excellent. Their morale and motivation rose, and they understood even more that it's necessary to talk to people... I really recommend it to everyone who is thinking about using the phone a lot in their work. A must-read and do your homework. You'll be grateful...
The investment in education and the final meeting is for the individual 689€.
Early registration until October 20, 2023 is €589. More than two applicants from one company are recognized 10 % discount.
You can settle the registration fee in two consecutive installments. (1. upon application; 2. no later than 31.10.2023)
For all information, write to info@petraknezbahor.com.
