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Training |
Call Center Engineers is offering its expertise in call center operations and management as trainings. Available trainings are;
Call Center Coaching:
Tactical Management for Agents with Managerial Potential
As a first step to managerial trainings, this training targets Call Center Agents who reflect a managerial potential. The trainees are taken to a test which they get to have a better view of their managerial profile. The trainings can be followed with managerial pre-assessments if demanded. In this case, the training itself will be a part of the assessment process.
Call Center Management:
Operational Management for Base and Mid Level Managers
Many successful agents who have a good level of potential to become managers collapse in their early step of becoming managers. The reason is; after eagerly working to achieve the highest performance and the best quality of service they can, learning that "the best" is not always a managerial target, and over-quality means over-budget, they loose some amount of motivation and resist to this change. This training helps them to recover their motivation and to take further steps in their career as well as teaching necessary knowledge to coach a call center operation.
Call Center Engineering:
Strategic Management and Engineering for Top Level Managers
This is the training that has trained Call Center Managers and CEO's. Having trained 10+ CCM's and CEO's, our training for Top Level Managers has a fine reputation and coverage. The trainings are given inside your business environment and the content refers to your real-time operational data. The class usually has an attendance of one top level manager and the structure of the trainings remind the early formations of the ancient Greek universities. The attendant gets a deep knowledge on issues like forecasting, workforce management, deployment, operational business models, productivity optimization, total quality practices, extreme human resources management and performance management at its edge. The training ends with an introduction to alternative Call Center Analytics like alternative methods to Erlang and the Call Matrix Foundation which is Call Center Engineers' contribution to call center calculation practices.
Help Desk Training
Help Desks are vital to reduce the costs of an IT after sales operation. Even a 1% raise in understanding and solving a problem on the phone helps you to cut your technical support expenses up to 20%. The point is; understanding and solving a problem requires less IT skills than predicted. This training will help your help-desk staff to realize that although their objective may seem to understand computers, their success depends on how well they understand people.
Our customers in Turkey who require ITIL and COBIT besides Help Desk skills can kindly contact Smart Valley to take this training.
Tele-Sales Training
This training is named "tele-sales". However the number of trainings been given to Non-Call Centers have exceeded the number of trainings given to Call Centers. This training, which was previously given as part of our consultancy services, turns even the most untallented individual to a sales machine. As a result we recieved our best feedbacks after this training and we all agree that this is the training we enjoy giving the most. The success of our tele-sales trainings encouraged us to offer this training seperately as well. Even more, our future project Human Resoureces Engineers takes its roots and its first-start from this training.
Please contact us for details on our trainings.
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NEWS HEADLINES July 10, 2008 We wish all our clients and friends participating in the III. Call Center Awards good luck! July 01, 2008 Call Center Engineers has started to give consultancy to Turkey's biggest off-shore operation. June 12, 2008 Data Market has announced the opening of its technical support center; D724. We wish the best to our client with their improving business. March 1, 2008 We thank everyone who visited us in our annual event this Saturday. January 1, 2008 We wish everyone yet a happy and successful new year. September 30, 2007 Call Center Engineers participated in the III. Istanbul Call Center Conference and Expo. We thank to everyone who showed interest in our participation. July 08, 2007 A Turkish documentation about or services is available for download. Please use this link to download. cce_TURKCE.zip June 30, 2007 News from Referans, about the Call Center market in Turkey. The news contains a statement of Call Center Engineers about the issue. You may follow the link for details. March 01, 2007 Our Turkey branch office in Istanbul is operational. The office is located in Zitas Bloklari C5 Blok, Kozyatagi. The phone number of the office is: +90.216.445 35 14. January 01, 2007 We wish everyone a happy and successful new year. |
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