PROFESSIONAL BUILDING AND MANAGE CONTACT CENTER FOR YOUR CUSTOMERS
Tanggal
22-23 November 2011
Pukul
09.00 – 16.00 WIB
Tempat
Estubizi Business Center, Setiabudi Building 2 Lantai 1
Jl.HR.Rasuna Said ,Kuningan
Jakarta Selatan
PROGRAM OUTLINE:
Your take away:
- The knowledge of managing your customers satisfaction
- Optimization of your operation cost
- Improving the workforce productivity through performance tracking
- Identified necessary technology and infrastructure for contact center
- Ability to identify key performance measurements in Contact Center
What You will Cover
I. Contact Center, the heart of your service to Customers
* Contact Centre background
* Contact Centre benefits
II. Managing Operations in Contact Center
* Managing Your Contact Center Representatives
* Real time floor management
* Providing necessary knowledge and skills
* Quality assurance
III. Supporting the Contact Center
1. Work Force Management
2. Operational data analysis
3. IT and Infrastructure enabler
4. Conducive Work place
IV. Building your Service Standard
* Greeting
* Probing
* Delivering accurate solution
* Closing
V. IT and Infrastructure
* CTI
* CRM
* Workforce Management application
* Observation Tool
* Knowledge management application
VI. Measuring your Performance
* Customer satisfaction
* Service Level
* Cost effectiveness
* Defect elimination
Siapa yang harus hadir :
Manager and Staff
Metode training:
Pembahasan konsep, diskusi, quiz.
INSTRUKTUR:
ERAWAN SUPRIATNA, S. Kom
Senior Praktisi
INVESTASI :
Rp. 3.500.000,- / peserta.
Peserta Non-Residential. Sudah termasuk Meeting Package, Training Kits, Modul Pelatihan dan Sertifikat.
