Description

Call centers have become strategic sales elements for companies in just a few years. The implementation of an appropriate quality approach within this activity ensures that customer expectations are met. It can also, depending on the ambition of management, create a real competitive advantage for the company. This new course, built over two days, gives you the tools to build a simple but effective organization.

Who is this training for ?

For whom ?

Call center manager. CRC customer relations center manager. Quality manager for service companies.

Prerequisites

None.

Training objectives

Understand the issues and principles of the quality approach within a customer relations center

Identify the most suitable tools to implement a relevant quality management system

Training program

• Quality issues in a customer relations center
  • The challenges of customer loyalty.
  • Measuring the performance of a CRC: what quality indicators?
  • The customer journey, the notion of experience customer.
• Ensuring the quality of service of a call center
  • Take an inventory of existing practices.
  • Reason risks and prevention to ensure quality.
  • Build service standards.
  • Establish a listening grid to secure calls.
• Existing repositories
  • ISO 9001 V2015 and 18295 standards (customer contact center). Certification of service commitments.
  • Prices
• Engage in continuous progress
  • The principle of the PDCA.
  • Establish an analysis of the internal and external context: deduce the priority orientations
  • (quality policy and objectives). Creation of the plan 'actions.
  • Write documents as needed.