PELATIHAN PROFESSIONAL BUILDING AND MANAGE CONTACT CENTER
PROFESSIONAL BUILDING AND MANAGE CONTACT CENTER FOR YOUR CUSTOMERS
PELATIHAN PROFESSIONAL BUILDING AND MANAGE CONTACT CENTER
PROGRAM OUTLINE
Your take away:
* The knowledge of managing your customers satisfaction
* Optimization of your operation cost
* Improving the workforce productivity through performance tracking
* Identified necessary technology and infrastructure for contact center
* Ability to identify key performance measurements in Contact Center
MATERI PELATIHAN PROFESSIONAL BUILDING AND MANAGE CONTACT CENTER
I. Contact Center, the heart of your service to Customers
* Contact Centre background
* Contact Centre benefits
II. Managing Operations in Contact Center
* Managing Your Contact Center Representatives
* Real time floor management
* Providing necessary knowledge and skills
* Quality assurance
III. Supporting the Contact Center
* Work Force Management
* Operational data analysis
* IT and Infrastructure enabler
* Conducive Work place
IV. Building your Service Standard
* Greeting
* Probing
* Delivering accurate solution
* Closing
V. IT and Infrastructure
* CTI
* CRM
* Workforce Management application
* Observation Tool
* Knowledge management application
VI. Measuring your Performance
* Customer satisfaction
* Service Level
* Cost effectiveness
* Defect elimination
METODE TRAINING
1. Presentation
2. Discuss
3. Case Study
4. Evaluation
5. Pre-Test & Post-Test
6. Games
JADWAL TRAINING 2022
18-19 Januari 2022
22-23 Februari 2022
15-16 Maret 2022
19-20 April 2022
23-24 Mei 2022
14-15 Juni 2022
12-13 Juli 2022
23-24 Agustus 2022
13 – 14 September 2022
11-12 Oktober 2022
8 – 9 November 2022
29-30 November 2022
13-14 Desember 2022
Jadwal tersebut juga dapat disesuaikan dengan kebutuhan calon peserta
LOKASI PELATIHAN :
- Yogyakarta, Hotel Dafam Malioboro (7.250.000 IDR / participant)
- Jakarta, Hotel Amaris Tendean (7.750.000 IDR / participant)
- Bandung, Hotel Golden Flower (7.750.000 IDR / participant)
- Bali, Hotel Ibis Kuta (8.500.000 IDR / participant)
- Lombok, Hotel Jayakarta (8.750.000 IDR / participant)
INVESTASI TRAINING
Investasi Pelatihan tahun 2022 ini :
Investasi pelatihan selama dua hari tersebut menyesuaikan dengan jumlah peserta (on call). *Please feel free to contact us.
Apabila perusahaan membutuhkan paket in house training, anggaran investasi pelatihan dapat menyesuaikan dengan anggaran perusahaan.
Fasilitas Pelatihan di Diorama untuk Paket Group (Minimal 2 orang peserta dari perusahaan yang sama):
- FREE Airport pickup service (Gratis Antar jemput Hotel/Bandara)
- FREE Transportasi Peserta ke tempat pelatihan .
- Module / Handout
- FREE Flashdisk
- Sertifikat
- FREE Bag or bagpackers (Tas Training)
- Training Kit (Dokumentasi photo, Blocknote, ATK, etc)
- 2xCoffe Break & 1 Lunch, Dinner
- FREE Souvenir Exclusive
Jadwal Pelatihan masih dapat berubah, mohon untuk tidak booking transportasi dan akomodasi sebelum mendapat konfirmasi dari Marketing kami. Segala kerugian yang disebabkan oleh miskomunikasi jadwal tidak mendapatkan kompensasi apapun dari kami.
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