East Africa Call Centre Management Conference

Back by
Date: 4th-8th September 2017 Popular
Demand
Venue: Meridian Hotel Nairobi Kenya

Tel : +27 (011) 056 2544 | Mobile +27 (82) 262 1657 | Email: events@cornerstone-intsa.net;
© Copyright Cornerstone Global Leadership Foundation 2017
The Call Centre Management programme is designed to give participants the practical knowledge and skills that will equip
them to successfully establish and manage a call centre. This programme will equip call center managers/supervisors & agents
with leadership skills that strengthen their role as the critical link between strategic goals and tactical performance and is a
combination of two development program modules:

Module 1: Call Center Manager/Supervisor Leadership Development Program

This module will ensure that managers/supervisors increase their overall level of call center knowledge and gain a strong focus
for the work that they do.

The module combines the fundamentals of the call center's unique operating environment with general leadership and
coaching skills to provide call center managers/supervisors with a curriculum that is specifically suited to them. Through this
development program, managers/supervisors will learn the skills necessary to lead their teams to success.

The module delivers a deeper understanding of the management principles of the call center and elevates the professionalism
of the contact center supervisor. This leads to greater retention as supervisors clearly see the impact of their positions and the
career paths to which they lead. Supervisors will complete the program with a greater understanding of the results they are
being asked to achieve and why they are so important.

Designed for newly promoted supervisors, as well as those with more experience, who need further training in the
fundamentals of the call center's unique operating environment and who need to:
Ÿ Understand the basic management process and how it relates to service level and quality
Ÿ Be able to interpret real-time management information
Ÿ Monitor and coach to create a performance improvement culture
Ÿ Master people management skills needed to be an effective and professional supervisor

Module 2: Call Center Agent Development Program

Designed to move agents beyond minimum standards into outstanding, knowledgeable call center employees, the module will:
Ÿ Increase customer satisfaction through agents who are thoroughly trained in how to exceed service standards
Ÿ Enhance employee satisfaction and retention as agents better understand their contribution to the call center operations
and the entire organization
Ÿ Develop a pool of qualified talent who will eventually move into supervisory and management roles
Ÿ Train agents with the necessary skills and knowledge to deliver enhanced efficiencies and service

The program not only delivers an understanding of the “why” behind agent duties, but elevates the professionalism of call
center employees. This leads to greater retention as reps change their thinking from a transitional job to a career destination.

The 5 day training outcome:

On completion of this programme the participant should be able to successfully establish and manage a call centre.

Specific outcomes of the training content:

Participants should achieve the training outcome by being able to:
Ÿ Know what it takes to establish and manage a world class call centre
Ÿ Provide customer delight through service excellence
Ÿ Utilise managerial skills to run the operations within the call centre as well as the relationships with other departments
Ÿ Utilise the human resource management knowledge and skills required to manage call centre staff

Training methodology:
The methodology is based on interactive learning, i.e. learners will learn by doing. Furthermore learners will use examples from
their own organisations, thus ensuring that the learning is anchored at their workplace.
As with all Cornerstone Global Leadership Foundation training programmes, we strive to effect actual change back at the
workplace through effective and practical outcomes based training.

Who Should Attend

This eye-opening, interactive programme covers the essentials those responsible for an organization's results must know: the
role of the contact center, the environment in which they operate, and how they can (and must) be harnessed to produce better
business results and higher levels of customer loyalty. It is idea for call centre:
Ÿ Managers
Ÿ Supervisor
Ÿ Call Centre Agents

Tel : +27 (011) 056 2544 | Mobile +27 (82) 262 1657 | Email: events@cornerstone-intsa.net;
© Copyright Cornerstone Global Leadership Foundation 2017
 Day 1 Manager/Supervisor Leadership Development Program
Call Centre Fundamentals
Ÿ The dynamic call centre profession
Ÿ The planning and management process
Ÿ Interpreting real-time management information
Ÿ The relationship between service level and quality

People Management
Ÿ Interviewing and onboarding
Ÿ Motivation and retention
Ÿ Communication and Managing teams
Ÿ Time management
Ÿ Stress and change management

Day 2 Manager/Supervisor Leadership Development Program

Monitoring and Coaching
Ÿ A performance improvement culture
Ÿ Performance standards
Ÿ Monitoring
Ÿ Coaching

Day 3 Agent Development Program

The Dynamic Call Center
Ÿ What Is a Call Centre?
Ÿ Measuring the Call Centre's Success
Ÿ Measuring an Agents Success
Ÿ Customer Expectations and The Value of Customer Satisfaction
Ÿ Agent Impact on Accessibility and Customer Satisfaction

Day 4 Agent Development Program

Managing Difficult Customers
Ÿ Who Are Difficult Customers?
Ÿ Key Considerations
Ÿ Saying “Yes” to Difficult Customers
Ÿ Saying “No” To Difficult Customers

Blending Sales and Service

Ÿ Courtesies, Etiquette and Positive Language
Ÿ Greeting and the Impact of Tone
Ÿ Listening Effectively
Ÿ Controlling the Call
Ÿ Problem Solving and Presenting the Solution

Day 5 Agent Development Program

Proven Inbound Sales Techniques
Ÿ Relationship-Driven Sales
Ÿ The Psychology of Buying
Ÿ Effective Questioning
Ÿ Handling Objections and Closing the Sale
Ÿ Up selling and Cross-selling

Tel : +27 (011) 056 2544 | Mobile +27 (82) 262 1657 | Email: events@cornerstone-intsa.net;
© Copyright Cornerstone Global Leadership Foundation 2017
 East Africa Call Centre Management Conference
Registration Form 5
Delegate Information
Prof Dr Mr Mrs Miss Name & Surname
1
Telephone Position

Email

Prof Dr Mr Mrs Miss Name & Surname

2
Telephone Position

Email

Prof Dr Mr Mrs Miss Name & Surname

3
Telephone Position

Email

Approving Manager Details:

Prof Dr Mr Mrs Miss Name & Surname

Telephone Position

Organization Email

Physical Address Postal Address

Signature VAT No

THIS BOOKING IS INVALID WITHOUT A SIGNATURE

Email this form to: events@cornerstone-intsa.net or Call us on: Tel : +27 (011) 056 2544 | Mobile +27 (82) 262 1657

5 day conference = USD 1,900.00 per delegate include, tuition, training material, lunch, limited refreshment only
For your Accommodation booking contact & mention this Event / Conference : Ms. Shaziya Khambiye
( The Banquets Manager - Meridian Hotel Nairobi Kenya )
Tel : +254 715 233815 / +254 719 063 000.
Email: sales@meridianhotelkenya.com; info@meridianhotelkenya.com

Payment Options:
Electronic Transfer: Account Name OR Beneficiary Name: K2016439367 ( South Africa ) Pty Ltd | Account Number: 62647296575
Bank Name: First National Bank ( FNB ) South Africa | Branch Name: Benoni Branch | Branch Code: 250342

Payment Terms:
Payment must be completed 7 days from the date of invoice. Admission to event is dependent on the completion of full payment.
Event Changes:
For reasons beyond our control, the timing, content and speakers of an event may be altered. In the event that our event is postponed or cancelled, delegate payments will be credited to any
future Cornerstone Global Leadership Foundation event (such credits are available
for a year). Cornerstone Global Leadership Foundation is absolved from and indemnified against any loss or damage as a result of any cancellation, postponement, substitution or alteration
arising from any cause whatsoever.
Delegate Cancellations:
All cancellations must be received by Cornerstone Global Leadership Foundation in writing. Cancellations received in writing more than 21 working days prior to the event being held will attract
a 50% cancellation fee. Should cancellations be received between 15 working days and the date of the event, the Conference fee is payable and non-refundable. Non- payment and non-
attendance does not constitute cancellation. No show will be charged the full registration fee. Cash alterations will not be offered, however substitutes at no extra charge are welcome. Any
cancellations received less than 15 working days before the event start-date do not entitle the delegate to a refund or credit note and the full fee must be paid. None attendance without
notification is treated as cancellation with no entitlement to any refund or credit.