Customer Service Development

The contents of the program

·       How to set organization structures for the Solution center (best practices)

·       How to calculate the calls forecast during the year and the importance of this in managing customer service from a quality perspective (theoretical)

·       Practice on 3 calculation theory 

·       How to calculate Number of agents needed for a call center (theoretical)

·       Practice by using Erlang C formula

·       How to set the Quality stander based on the COPC stander for the Solution center

·       How to follow up on your performance on weekly basis and take the corrective action on all internal function 

·       practical training 

·       How to take corrective action to control performance and cost per call.

·       practical training

·       Customer classification

·       Explain the concept of CRM and the mechanisms for Applying the concept 

·       Complaints and their importance and how to manage it effectively