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CALENDER
ACTIVITIES 2006-2007
PROFESSIONAL
EDUCATION PROGRAMS
MARKETING
AND BUSINESS DEVELOPMENT
CALENDER
YEAR 2007
CALL CENTER
(Main Roles within a proactive organization)
In today's competitive business environment, call centers have a
key responsibility to establish themselves as proactive service providers to
their most important resource: customers. Therefore customer contact must
evolve to a higher level of sophistication to meet their demands. As new
technology is continually introduced, this contact is often by way of remote
Call Centers and bank staff must learn how to benefit from this opportunity and
increase marketing opportunities.
OBJECTIVES
This Program will help participants to:
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understand how a Call Center operates
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appreciate how a Call Center interacts and works with other
departments of the Bank
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recognize the potential for improved customer service and
marketing via a Call Center
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understand how to maximize sales opportunitites within a Call
Center environment
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CONTENTS
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The Call Center as a frontline operation
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Relations with other departments of the bank
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The balance between productivity and marketing - integration of
tasks
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Skills required by staff
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Staff motivation
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Overcoming problems with :
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Premises |
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Peers |
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Call Center staff as "spotters" of leads
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Making the sale within a Call Center
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How telemarketing complements other marketing efforts
(including direct mail & the Internet)
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Adopting the right attitude on the telephone
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Cross selling opportunitites
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Call Center staff and the customer - including complaints
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Educating the customer about the benefits of using Call Centers
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METHODS
Lecture-discussions, case studies and group discussions.
TARGET AUDIENCE
Call Center Officers and Staff, Sales Officers and Staff who are involved in direct contact with the customers via telephone.
LANGUAGE
The Program will be presented in English.
DURATION
The Program will
be conducted at the Institute of Banking Studies, for 3 days
from January 14 - 16, 2007. Sessions will be held
from 8.15 am - 2.30 pm Sunday through Tuesday.
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