Call Centre Campus World Class A.C.C.T.™ Supervisor & Manager Training

World Class A.C.C.T.™
Advanced Call Centre Training for Call Centre Supervisors and Managers

Strong call centre management skills are critical to your success. In fact, studies conclude that the main cause of average call centre performance is not the lack of employee ambition and motivation or call centre technology, but a gap in the knowledge, skills and experience of the frontline management team.

Our call centre clients tell us that when they seek this type of assistance, they are usually presented with these two options: a) use a generic management model that may have been created for another industry; or b) send some managers to a call centre seminar out of town to take notes, report back and train the rest of the team. Call centres that have already taken this route will tell you that training that works in the retail market just doesn't seem to work as successfully in the call centre business. Although there is value in teaching others, many of the call centre fundamentals are not discussed in detail at seminars so the training becomes jigsaw puzzle like with some important pieces never being filled in.

CCCAG developed World Class A.C.C.T.™ because clients told us repeatedly that they need focused, specific training for call centre supervisors and managers. If you've been thinking the same thing, why not contact CCCAG for more information today?

The Fundamentals of Call Centre Operations™
Call centres are complex places to manage. Knowing how and why to measure service level, quality and productivity are all key parts of the role of call centre supervisors and managers. Additionally, knowing what call centre metrics to collect and how to analyze and trend the data so that it is actionable are all important knowledge and skill areas for supervisors and managers.

Call Centre Structured Coaching Model™
This workshop focuses on recognizing the payoff that effective coaching can provide in call centre employee development and organizational success. This is a tested model that successfully links employees' growth to a positive call centre bottom line. It has been developed specifically for all levels of call centre management, so make sure you invite your call centre director!

Time Management for Frontline Call Centre Managers™
The traditional approach to time management has largely not been effective for call centre managers. Our approach, based on extensive work with call centre teams in North America, has enabled CCCAG to develop a proven and effective time management program that is aligned with the reality of the call centre environment: growth, changing priorities, demanding work environment and constant time required with staff and customers.

Building and Sustaining Employee Motivation and Morale™
Call centre type environments are often stressful and challenging to managers and staff alike. Maintaining high levels of motivation and morale can often be a difficult task. This workshop focuses on the issues that affect employees most and introduces new ways to remove the barriers to providing a positive, motivating workplace.

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