MGT3201_Mods_5_and_6

MGT3201_Mods_5_and_6 - MGT3201 Applied Administration...

Info iconThis preview shows pages 1–7. Sign up to view the full content.

View Full Document Right Arrow Icon
MGT3201 Applied Administration MGT3201 Applied Administration Module 5 – Call Centre Leadership Module 6 – Call Centre Management
Background image of page 1

Info iconThis preview has intentionally blurred sections. Sign up to view the full version.

View Full DocumentRight Arrow Icon
Session Outline Session Outline Reference Ballard, Tony (2000), The business of change, [ Video recording] ABC. What are Call Centres and Why They Exist How Call Centres Work? Day in the Life of a Customer Service Operator (CSO) Customer Support Tools Monitoring of Calls and Quality
Background image of page 2
Session Outline (cont.) Session Outline (cont.) Planning outcomes in Call Centres Budgeting in Call Centres Technological Developments Managing in Call Centres Leadership in Call Centres
Background image of page 3

Info iconThis preview has intentionally blurred sections. Sign up to view the full version.

View Full DocumentRight Arrow Icon
What Are Call Centres? What Are Call Centres? Centralised system of customer contact – Inbound and Outbound Almost every organisation of any size uses them Often known as Contact Centres combining phone, e-mail, fax, web access
Background image of page 4
Types of call centres Types of call centres High volume navigational – answering simple calls and routing enquiries to specialised operators Revenue producing – primary purpose is to give pre-sales consultation, elicit sales and take orders Customer / client – provide immediate support and build long term customer relations.
Background image of page 5

Info iconThis preview has intentionally blurred sections. Sign up to view the full version.

View Full DocumentRight Arrow Icon
How do Call Centres Work? How do Call Centres Work? Calls are routed to a central place Customer arrival patterns are matched to available staff – mathematical formula used Centres can be networked together to
Background image of page 6
Image of page 7
This is the end of the preview. Sign up to access the rest of the document.

This note was uploaded on 07/31/2011 for the course MGMT 2027 taught by Professor Shak during the Three '07 term at Queensland.

Page1 / 19

MGT3201_Mods_5_and_6 - MGT3201 Applied Administration...

This preview shows document pages 1 - 7. Sign up to view the full document.

View Full Document Right Arrow Icon
Ask a homework question - tutors are online