Call Centres

People Management

In the 2000s, people management skills are being recognized as critically important for managers at all levels. The Federal Government's Industry Task Force on Leadership and Management Skills has reported that Australian managers are good on technical skills, but not as good when it comes to coaching counselling and motivating staff, and working with teams. JMA's management and supervisory programs concentrate on these skills in a very practical way.

Other Management Issues

Apart from the skills of dealing with staff face to face, other management skills which are critical in a call centre include

• Rostering
• Planning
• Dealing with rotating shifts
• Handling staff turnover
• Retraining
• Induction

Dealing with the Customer on the Telephone

The staff member in a call centre has to be able to deal with the technology as well as the customer.

JMA offers advice and training for staff who have to deal with a wide range of people on the phone, as well as solving problems or making sales.

Teambuilding

Organisations cannot anymore ignore the power of teams. Evidence keeps pouring in, both within Australia and overseas, of the success of teams. There are specific skills involved in working in teams, and it is only fair, both to the organisation and to the team members, that staff gain these skills in order to produce the best results.

Stress Management

Most people find working in a call centre stressful. JMA provides call centre training programs to help staff cope with situations that they find difficult to deal with.

A typical one day program will provide staff with skills and techniques that they can use both on and off the job to deal with stress.

Elements in a call centre workshop may include:

• Exercises
• Meditation
• Survival games
• Dealing with organisational issues

Communication

The importance of providing prompt & correct information relies on a variety of communication skills in the call centre.

JMA provides skill building sessions on areas such as:

• Knowledgeable, enthusiastic presenter.
• Direct, clear and kept attention throughout.
• Congratulations on Amanda's professional approach. As a trainer her style is enjoyable and informed
• I got heaps out of this course and will think of my customers in a different light from now on! Highly recommended
• I found the course to be extremely helpful and relevant to my situation
• An exciting and informative course – terrific trainer in Amanda
• The workshop and leader were brilliant
• I found this workshop to be very useful, interesting and incredibly helpful
•  Excellent, professional and personable. I really valued the level of the content, and Jo's ability to tailor it to everybody's needs. Very impressive.
• It was an excellent course. Learned better than any other course in my life
• Overall I found this course most outstanding and necessary. There were a lot of things that really surprised me
• Extremely useful information - interesting. Has improved communication and understanding with the organization
• This is the most excellent course I have ever done
• Outstanding. Covered wide range of excellent models with good balance of information and practical group discussion
• Very perceptive of where the audience is at, so lots of information presented and able to be taken in
• As a person that goes to many courses, I was amazed that so many useful (meaning practical) techniques and skills could be learnt over two days
• Thanks for re-opening my mind!
• Amanda very easy to talk to and made us feel welcome.
• Apart from learning quite a lot it was interesting. Time flew!
• I found the information given was in simple language.
• I feel more comfortable with the Telesales and more informed.
• Amanda was very helpful & informative.