Contact Centres
We’ve been working with Contact Centres since they first became the “in thing” in the mid 1990s. We established the Call Centre Management Association of NZ (CCMANZ) and ran it for several years before gifting it to the contact centre industry. It is now the contact centre group within Tuanz and we became life members.
We are well versed in all aspects of contact centre management and can assist you with set-up, review & re-engineering, staffing (including recruitment and retention) and training for CSRs, team leaders and managers. We have worked with all kinds of contact centre, inbound and outbound, and with all sizes, especially up to 10 seats.
These programmes have been particularly popular among contact centre clients:
- “Practical Leadership for Everyday Managers” (just released and aimed at front-line people managers) and it’s predecessor “The First Principles of Managing People (which scored an average of 92% for usefulness and 88% for presentation). “The First Principles of Managing Difficult Callers” (conflict management over the telephone)
- “Ready, Willing & Able – sales skills made simple” (basic sales skills for everyone)
- “The First Principles of Persuading and Negotiating” (simple negotiation skills for front line staff)
- “Grief, Death & Dying” (understanding grieving customers for staff in the insurance and finance industries)
-
“The Geese Experience” (team building – sold internationally through Training Point Net).
