This training program is suitable for individuals who are new to the role of Customer Support Agent, as well as for those who have prior experience and wish to enhance their skills in managing customer expectations, optimizing the support process, and improving their overall customer management abilities. Whether you are just starting out in customer support or have been in the field for some time, this program will provide valuable insights and best practices to help you succeed.
Course Objective What You Will Learn?
1. Throughout this course, you will gain a wide range of valuable skills and knowledge that are essential for success in the field of customer support. You will learn effective customer service strategies and techniques, as well as how to communicate with customers in a clear and concise manner. Additionally, you will develop problem-solving and troubleshooting skills to help resolve issues quickly and efficiently.
2. The course will also cover service management best practices, emphasizing the importance of being responsive to incident escalation and documenting customer interactions accurately. You will gain insight into knowledge management best practices to ensure that information is shared effectively within your team and organization.
3.Furthermore, this program will teach you how to improve teamwork and build strong relationships with your colleagues and customers. By the end of this course, you will have a comprehensive understanding of the key skills and best practices required to excel in customer support, enabling you to deliver exceptional service and exceed customer expectations.
Class Room Course Fee:
200 USD$ 15,000 INR
Virtual Training Course 135 USD $10,000 INR
Format: This course combines lecture, discussion, and giving demonstrations correlating with real support experience with a case study format
Who Should Attend?
The focus of this course is to equip individuals in Team Lead or Supervisor roles within the support profession with the foundational management and leadership skills required to provide effective operational support to their organization. Participants will also gain coaching skills to promote staff development and improve overall team performance. Team leads in support centers play a crucial role as the main point of communication between the team and the Support Center Managers. They are responsible for overseeing team activities, ensuring smooth operations, and serving as the first point of internal escalation for customer issues.
By completing this course, individuals in these roles will gain the knowledge and skills necessary to effectively manage their team and provide the required operational support to their organization. The coaching skills acquired during the training will also enable them to motivate and develop their staff, resulting in improved team performance and customer satisfaction.
Course Objectives: What You’ll
Learn?
1. This course is designed to equip Team Leads and Supervisors with essential management and leadership skills necessary to effectively manage their teams. The course covers a range of topics, including the importance of Service Level Agreement (SLA) and Operating Level Agreement (OLA), the ITIL process of Support Service Operations, an overview of Security and Knowledge KB Process, and strategies for managing conflicts.
2. Participants will also learn about the essentials of people management, including hiring, recruitment, training, scheduling, evaluating performance, and retaining employees. An eight-step method for effective coaching and proven team building and motivation techniques will also be taught.
3. The course will cover key performance indicators (KPIs) and how to measure them on an ongoing basis, along with 15 team leader steps for managing an effective team. Participants will also gain insights into ideas for reducing AHT (Average Handle Time) and measuring team performance to drive success.
Class Room Course Fee:
600 USD$
40000 INR
Virtual Training Course
500 USD$
35000 INR
Format: This course combines lecture, discussion, and giving demonstrations correlating with real support experience with case study format
This course is specifically designed for Team Leaders who are currently managing teams in a BPO environment and want to learn how to grow their career prospects. It is also suitable for new leaders and startup companies who want to establish a new Support department in their organization. The course provides essential knowledge and skills for Team Leaders to manage the entire customer support lifecycle effectively.
Participants will learn how to establish a new Support department and manage the operational and tactical components of the support organization. This will help support center managers or leaders to align the needs of the business strategically while implementing best and common practices.
By completing this course, participants will gain certification, which will demonstrate their expertise in managing support operations effectively. The certification will assist in enhancing their career prospects by providing them with a competitive advantage in the job market.
Who Should Attend?
This course is designed for support center professionals with three to five years of experience, including help desk supervisors, team leads, and managers. The course is tailored for those who are responsible for managing the day-to-day operations of the support center.
Participants in this course are expected to have a solid understanding of support center processes and practices and to have experience in managing support teams. The course builds upon this foundation, providing participants with the necessary knowledge and skills to enhance their effectiveness as support center managers.
By completing this course, participants will gain a deeper understanding of best practices in managing support center operations and will be better equipped to address the challenges and opportunities that arise in this dynamic and fast-paced environment.
Course Objectives: What You’ll Learn?
This course covers various essential skills for the effective management of a customer support center. It includes topics such as creating service level agreements, cost-benefit analysis, IT service management processes, strategic planning, self-service technology, security policies, staffing and outsourcing, team management, performance metrics, selecting service desk technology, quality assurance, and setting up support center processes. The course also highlights the role of a leader in support, including training, retention, and promoting the support center.
Class Room Course Fee:
735 USD$
50000 INR
Virtual Training Course
588 USD$
40000 INR
Format: This course combines lecture, discussion, and giving demonstrations correlating with real support experience with case study format
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