ccman

			Call Centre management development solutions
	Context	These programmes will develop over time, in response to changing business requirements and priorities. Few of these modules are relevant to all the managerial roles on Comms Centre operations. They are provided as a modular "pick and mix" solution to cover all management competencies within the role of operation manager or call centre manager. The written descriptions of the objectives and content of each module are generic at this stage. The actual delivery of the modules will be adapted in response to the requirements and skill levels of the different role and training groups. Click here to review a sample module from a similar training programme. Orientation and introductory courses Orientation to Comms Centre and Role Setup of Operations Operations Strand HR and Training Strand IT and Telecomms Strand Simulation and Launch Strand Ongoing Management Strand Client Relationship Management Strand Financial Management Team Building & People Management Advanced Management Skills
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Subject area 0: Orientation and introductory courses

Module name	Objectives	Content Summary
New starters introduction week from the Welcome Team	To integrate new starters into the social, cultural and service aspects of The Merchants Group	Orientation to the development programme Presentation of the job information pack Introduction to the team
Foundation Course	Introduction to the vision, values, history, strategy and service offerings of the organisation	Strategic intent Service offerings Foundation stones Personal effectiveness
Orientation to the programme for existing team members	To introduce existing team members to all aspects of the training programme	Objectives Benefits Skills assessments Accreditation process Roles and responsibilities Time commitment and schedule Balancing delivery/development Links to career development and remuneration
Learning to learn	To provide an understanding of personal learning styles and those of others	How to match learning inputs and style How to organise personal time during the programme
Skills Matrices and PDP completion	To complete skills matrices relevant to role To create individual personal development plans	Skills matrices completion Personal development plan completion

Subject area 1: Orientation to Comms Centre and Role

Module name	Objectives	Content Summary
Comms Centre orientation	To give an overview and understanding of the part of the business delegates are working within, also to review their understanding of this area	Emphasis of key points about the Comms Centre Primarily interactive session
Comms Centre structure and roles	To give an overview of the structure and roles within the organisation	Structures for: whole organisation CC generic Operations Description of key roles
The management roles	To give a detailed understanding of the call centre operational management roles	Primary responsibilities and deliverables Company and client expectations of each role Differences between the roles How they work together
Structure and role briefing	To brief delegates on the organisational structure of the Comms Centre To brief delegates on the accountabilities of each role	Comms Centre structure Job descriptions

Subject area 2: Set-up of Operations

Module name	Objectives	Content Summary
Introduction to the sales team	To introduce the role and how to interface with it	Responsibilities of the role How the sales team and operations teams work together Policies, processes and procedures Regular points of contact
Sales process	To brief delegates on the company sales process	Marketing Selling Contracting Winnability Desirability
Set-up methodology	the steps and activities involved in setting up a new operation the delivery strand concept and what each strand covers use of project plans to manage dependencies and schedules what the deliverables are for each strand who is responsible for producing which deliverables in which strand	Orientation to set-up Process flows - context Practical exercise - strand set-up Purpose of a project plan Project plans - production Practical exercise - project planning Understanding deliverables The four types of deliverable Deliverables by strand
Effective client briefing	The process followed by a project manager in order to formally and contractually agree with a client the brief for a new Comms Centre operation How to prepare for, run and document briefing meetings with clients	What it is and when it happens Who is responsible for what How to do it - context Practical exercise How to do it - the process How to do it - preparation How to do it - taking a brief Practical exercise How to do it - writing the brief How to do it - confirming the brief

Subject area 3: Operations Strand

Module name	Objectives	Content Summary
Orientation to operations strand	For delegates to have an understanding of the components of the operations strand within the set-up of a new operation	What it is and when it happens The strand process Dependencies with other strands Skills areas from skills matrices
Performance management	Understand the role and importance of performance management in the Merchants Comms Centre environment, focusing on goaling, SLAs, KPIs and MIS Know how these are developed and why Know what to expect in the area of performance management and MIS when taking on a new operation	Definitions of performance management, SLAs, KPIs, goals, targets and MIS Importance of the above Example MIS flow Practical exercise Hints and tips, pitfalls to avoid
Industry regulations	To brief delegates on the Direct Marketing Association Guidelines and the British Codes of Advertising and Sales Promotion	DMA guideline key points related to: telephone marketing power and predictive diallers call monitoring/listening in customer service data protection BCAP relevance to Comms Centre activity
Introduction to Floor Management	To introduce the concept of floor management	Responsibilities of the role What the floor manager can do for managers of Comms Centre operations What the floor manager requires from managers of Comms Centre operations Policies, processes and procedures Regular points of contact
Effective script writing	For delegates to understand the principles and practice of writing effective scripts	To be confirmed after review of existing materials
Rostering	Roster and develop shift plans for inbound operations Capacity plan for outbound operations	To be confirmed after review of any existing or external materials

Subject area 4: HR and Training Strand

Module name	Objectives	Content Summary
Orientation to HR and training strand	An understanding of the components of the HR and training strand within the set-up of an operation An understanding of the skills required within the operations team when working within this strand and/or interfacing with HR during set-up	What it is and when it happens The strand process Dependencies with other strands Skill areas from skills matrices Who does what in this strand, across the operations, HR and training teams
Introduction to the Communication Centre agent network	To ensure that delegates understand how the agent network levels operate and can use the system effectively	Definition of the agent network The five levels and why we have them How they are used Agent accreditations process Example career path Salary levels Hints and tips, pitfalls to avoid
Operations Training delivery	Understand the purpose of operations trainings Understand how to ensure that operations trainings are effective	What, when, who and why Principles Operations training content Practical exercise Hints and tips, pitfalls to avoid

Subject area 5: IT and Telecomms Strand

Module name	Objectives	Content Summary
Orientation to the IT and Telecomms strand	To brief on dependencies for this strand, skill areas and responsibilities	What it is and when it happens The strand process Dependencies on other strands Skill areas from skills matrices
IT - An introduction	To brief on the technological capabilities in the Comms Centre, now and in the future	Overview of available technologies Corporate systems and infrastructure The basics of call centre technology Comms centre: technical overview importance of IT technologies available Future technologies
Introduction to ADT and the system development process	To brief on what ADT does and how databases are developed	ADT manager responsibilities Members of ADT What the ADT manager and team can do for managers of Comms centre operations What ADT requires from managers of Comms Centre operations The system development process Policies, processes and procedures Change control
Interfacing with ADT and IT support after launch	To brief on how to interface with this team during set-up and after	Policies, processes, procedures What works What does not work
Database user skills	To provide delegates with an overview of how the company develops and implements in-house database solutions To provide delegates with a practical knowledge of how to use a database	Relational databases Database structures Field formats Example functionality User guides
ACD user skills	Delegates will: Understand the workings of the ACD system Have the ability to produce CMS Statistics	Vectors, VDNs, skills Announcements Log ins CMS reporting systems and how to read them
Software	Delegates will have a basic competency to use: Microsoft Word Microsoft Excel PowerPoint	Windows, mouse, etc. Word (contact reports) Excel (roll-outs and capacity spreadsheets) PowerPoint (standard presentation format)

Subject area 6: Simulation and Launch Strand

Module

name

Objectives

Content Summary

Simulation of new operations

To provide delegates with a top-line understanding of how to design, set up and run simulations

To provide practical guidance on how to ensure that simulations are a success

What it is, when it happens and why

The strand process

Resources required

What is tested and how

Methodology

Practical exercise

Hints and tips, pitfalls to avoid

The launch phase

For delegates to have:

An understanding of the experience of launching a new Comms Centre operation

An understanding of the typical issues that will arise during the launch phase and the most appropriate areas of focus

Four stages in the life cycle of an operation

The nature of 'go live'

The nature of the launch phase

Launch phase areas of focus

Practical exercise

Hints and tips, pitfalls to avoid

Subject area 7: Ongoing Management Strand

Module name	Objectives	Content Summary
Orientation to ongoing management	For delegates to have: An understanding of how an operation develops over time and what should be focused on by managers An overview of the skills required for successful ongoing management of an operation	What it is and when it happens The main challenges to managers during ongoing management Theories of group dynamics over time Skill areas from skills matrices
Monitoring	For delegates to have an understanding of how to identify when their team are not meeting their targets	What it is, when to do it and why Tally sheet and roll-out design principles How to monitor (inbound and outbound) Practical exercise Hints and tips, pitfalls to avoid
Trouble-shooting	For delegates to have: An understanding of how to identify the causes behind team and individual shortfalls against targets and objectives An understanding of how to establish the best way to deal with any such issues	What it is, when to do it and who should do it Principles of trouble-shooting Methodology Practical exercise Hints and tips, pitfalls to avoid
Grievance and disciplinary procedures	For delegates to have a working understanding of the grievance and disciplinary procedures For delegates to be able to initiate preliminary disciplinary procedures	What is a grievance How to deal with a grievance The types of disciplinary Who manages disciplinary processes The stages of the disciplinary process Methodology Practical exercise Hints and tips, pitfalls to avoid
Introduction to HR MIS	To introduce the role and how to interface with it	Responsibilities of the role What HR MIS can do for managers of Comms Centre operations What HR MIS require from managers of Comms Centre operations Policies, processes and procedures Regular points of contact
Comms Centre guidelines	To review the guidelines and establish a common understanding of what they mean in practice	What the guidelines cover Discussion on how the guidelines can be implemented in practice
Quality standards	For delegates to understand: The reasons why quality standards are important in the Comms Centre environment The type of quality standards in place, plus specific standards, if they are for the whole Comms Centre rather than operation specific The ways in which quality is managed	The importance of quality standards How to manage call quality How to manage data quality How to manage client information quality Practical exercise Hints and tips, pitfalls to avoid

Subject area 8: Client Relationship Management Strand

Module name

Objectives

Content Summary

Orientation to client relationship management

For delegates to understand

The differences between working in an in-house call centre and working in a client focused environment and How Merchants' Comms Centre differs from other outsource companies/telebusiness'agencies

The differences in working in an in-house and outsourced call centre

Hints and tips

Primarily an interactive session

Elements of project management

To give an understanding of what 'project management' is in a generic, rather than role related context

To have delegates understand how 'project management' is implemented

To give an overview of the skills required of project managers in Merchants

What it is

The nine elements of project management

The importance of positioning

Skills from skills matrix

Risk management

To give an understanding of the type of risks delegates may run into on their operations

To improve trainee ability to:

identify risk

manage it

To help identify the most powerful stance delegates can take personally in managing risk

What it is and why do it

Typical risks for Comms Centre operations

Managing risk

Stance in relation to risk

Practical exercise

Change control

To give an understanding of the purpose of change control

To give an understanding of how to implement change control

To provide hints and tips for the successful implementation of change control

What it is and why we have it

Methodology

Practical exercise

Hints and tips, pitfalls to avoid

Standard reporting

To give an understanding of:

What the major areas of standard
reporting are

How to get hold of them and use them

How to get help if needed

What it is and why we have it

The client file

Templates

Glossary of reports

Principles and rules

Client reporting

To have delegates understand the purpose of:

Contact reports

RAG (Red, Amber, Green) reports

To provide delegates with guidelines for the successful production and use of client reports

What, who, when and why

Principles and rules

Methodology

Practical exercise

Hints and tips, pitfalls to avoid

Style of writing

For delegates to understand the basic principles of report writing

The 90/90 rule

The three foundation stones

Impact

Format

Musts

Planning your document

Suggested structure

Headings

KISS

'The Lowe and Jenks' exercise

Common pitfalls to avoid

Beware the spellchecker!

Proof-reading tips

Managing client complaints

To brief on principles and procedures for managing client complaints

What is a complaint

Why clients complain

How to respond - the stance

How to respond - what to do

Practical exercise

Hints and tips, pitfalls to avoid

Subject area 9: Financial Management

Module name	Objectives	Content Summary
Financial management overview	To give delegates an understanding of the area called 'financial management' of an account and to ensure that the processes are understood and applied	Introduction to the module How to do it Practical exercise Hints and tips, pitfalls to avoid
Revenue	To provide delegates with an understanding of the allocations and revenue booking process	Introduction to the module How to do it Practical exercise Hints and tips, pitfalls to avoid
Invoices	To provide delegates with an understanding of the invoicing process	Introduction to the module How to do it Practical exercise Hints and tips, pitfalls to avoid
Expenses	To provide delegates with an understanding of the project expenses processes	Introduction to the module How to do it Practical exercise Hints and tips, pitfalls to avoid

Subject area 10: Team Building & People Management

Module name	Objectives	Content Summary
Team Building Event	To celebrate achievements to date To prepare for the next phases of the programme	Certificates and awards for the foundation programme Orientation to the interpersonal and team building skills phase of the programme
Call centre management and coaching to lever skills	To enhance operational management skills so that delegates are in a better position to work with their team to achieve outstanding customer service To develop coaching skills to ensure that delegates are able to identify issues and raise standards of performance To give delegates the know-how and skill to identify 'best practice' over the telephone and to develop their capability to coach the team	Context for management What is motivation? Steps to effective problem solving Briefing Delegation The anatomy of coaching The mechanics of coaching Principles of facilitation Managing conflict Decision making approaches and styles
Creating a call centre culture	To understand why our clients change their culture, what they want to change and how to do it To understand the essential role of the manager in changing the culture and the personal development opportunities that it offers	Understanding culture Identifying your highest value Personal responsibility and barriers to its expression Strategic implications to organisational change Operational implications to organisational change Drivers of stress
Orientation to life planning	To introduce delegates to the skill and methodology of life planning	Orientation to life planning Introduction to life planning
Negotiation skills	To enable delegates to negotiate more effectively in a delivery context and environment	Principles of negotiation Role play
State management	To enable delegates to reduce the levels of stress experienced at work and to manage their state accordingly To enable delegates to maintain a positive and energised stance to the challenges of client operations To identify potential and actual causes of stress at work enabling delegates to minimise their effect and maximise personal well-being	Understanding the causes of stress Detecting stress indicators Identifying drivers and working modes Taking corrective action
Stance and Style	To look at an individuals stance, to clarify their own values and how their stance in business function comes from that	Individual stance Organisation stance Case studies
Communications Centre Tours	To enable delegates to deliver Comms Centre tours	Strategic purpose Case studies How to use the tour within the sales process

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Subject area 11: Advanced Management Skills

Module name	Objectives	Content Summary
Standard project management	Introduction to Project Management Introduction to Microsoft Project	What is project management Basic project management skills Introduction to Microsoft Project How to use Microsoft Project
Advanced personal effectiveness (APE)	To enable delegates to understand their current level of personal effectiveness and their self imposed limitations To enable delegates to increase their level of personal effectiveness	Understanding self imposed limitations Making things happen Gravitas Personal effectiveness
Commercial awareness	To increase commercial awareness and understanding so that delegates managing in the Communications Centre are able to view their activities and relate to the client from a commercial perspective as well as from an operational one	What are the company services? What are the company USPs? How does business work? What drives business decisions? What drives our clients to outsource? Costings and profitability How does the organisation market and sell services? Account/case development - how does it work? How to successfully manage operations in a risk reward/payment on results relationship
Databased marketing and management	To ensure that delegates managing databased marketing operations know the principles, science, practicalities and pitfalls of designing and managing databased marketing operations	Principles of databased marketing Science of databased marketing Practicalities of databased marketing Pitfalls of databased marketing
Team Building skills - (Weekend)	To develop the working relationships within the team so that individuals experience being supported and the team achieves it's goals/targets To understand how to work in a team more effectively by building on each others strengths To find out what each person brings to the team and how to work together	Values Motivational sayings/mottoes Barriers and aspects of state management Culture - the roundabout of life Drivers

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