The Call Centre Training Handbook: A Complete Guide to Learning & Development in Contact Centres

  • 5h 22m
  • John P. Wilson
  • Kogan Page
  • 2009

The Call Centre Training Handbook provides all you need to ensure that your contact centre teams are properly trained, managed and motivated to deliver the results you want.

Containing over 300 pages of practical guidance and advice, this thorough training manual shows you how to:

  • Structure your training courses so the work for the particular issues facing your own business
  • Analyse your call centre's staff skills and competencies to deliver maximum performance
  • Motivate your call centre team to communicate and connect with the customer
  • Ensure your operators deliver excellent customer service over the phone

The Call Centre Training Handbook also gives tried and tested advice for managing teams too. It reviews the different call centre management qualifications, shows how to understand and manage stress through emotional intelligence, and shows you how to manage international cross-cultural communications.

Packed with insight, techniques, call centre staff evaluation methods, and useful case studies, The Call Centre Training Handbook is essential reading for anyone tasked with managing and improving results of a call centre - irrespective of whether the call centre is dealing with inbound CRM or outbound selling.

About the Author

John is an independent consultant and researcher with wide experience of change in both the academic and private sectors. His consultancy work includes two years in Sweden working for Volvo, Alpha Laval and a number of educational institutions and four years in an Industrial Training Centre for an oil company in Saudi Arabia.

John previously worked as CPD Manager at the University of Oxford and has also been involved with work based learning at the University of Bradford. For a number of years he worked at the Institute of Lifelong Learning at the University of Sheffield where he was a lecturer in Human Resource Management and Course Director of the MEd in Training and Development.

In this Book

  • Call Centre Training Handbook—A Complete Guide to Learning & Development in Contact Centres
  • List of contributors
  • Introduction
  • The Big Picture: Learning, Training and Development in Contact Centres
  • Structuring Learning and Development
  • Skills and Competencies
  • Recruiting, Inducting and Socializing New Employees
  • Communicating and Connecting With the Customer
  • Delivering Excellent Customer Service
  • Coaching and mentoring
  • System skills training
  • Management Development in Call Centres
  • Developing emotional intelligence and managing stress
  • Managing international cross-cultural communications
  • Managing and evaluating performance
  • References