Contact Centre Supervisor Business & Administration Technicians

The customer-oriented management approach and basic principles of successful customer relations that focus on interactions with customers such as technical support, customer services, after-sales support and direct communication with the …

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4 books

Study Guide to Customer Relationship Management

Cybellium

2024

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Recruiting and Retaining Call Center Employees (In Action Case Study Series)

Natalie Petouhoff

2023

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Customer Relationship Management Systems Handbook Management

Duane E Sharp

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Customer Relationship Management

Hazel Nelson

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The tangible characteristics of a product such as its materials, properties and functions, as well as its different applications, features, use and support requirements.

The characteristics of a service that might include having acquired information about its application, function, features, use and support requirements.

Recording systems and monitoring procedures used in keeping track of call quality and methods for improvement.

Evaluate and identify staffing gaps in quantity, skills, performance revenue and surpluses.

Solve problems which arise in planning, prioritising, organising, directing/facilitating action and evaluating performance. Use systematic processes of collecting, analysing, and synthesising information to evaluate current practice and generate new understandings …

Delegate activities and tasks to others according to the ability, level of preparation, competence and legal scope of practice. Make sure that people understand what they should do and when …

Fix and schedule professional appointments or meetings for clients or superiors.

Lead and manage according to the organisation's code of conduct.

Liaise with managers of other departments ensuring effective service and communication, i.e. sales, planning, purchasing, trading, distribution and technical.

Manage employees and subordinates, working in a team or individually, to maximise their performance and contribution. Schedule their work and activities, give instructions, motivate and direct the workers to meet …

Communicate with employees in order to ensure that their personal ambitions are in line with the business goals, and that they work to meet them.

Collect data and statistics to test and evaluate in order to generate assertions and pattern predictions, with the aim of discovering useful information in a decision-making process.

Manage and plan various resources, such as human resources, budget, deadline, results, and quality necessary for a specific project, and monitor the project's progress in order to achieve a specific …

Display results, statistics and conclusions to an audience in a transparent and straightforward way.

Direct and supervise the day-to-day activities of subordinate personnel.

Lead and guide employees through a process in which they are taught the necessary skills for the perspective job. Organise activities aimed at introducing the work and systems or improving …

Predict and define the workload that needs to be done in a certain amount of time and the time it would take to perform related tasks.

Basic digital architecture and commercial transactions for trading products or services conducted via Internet, e-mail, mobile devices, social media, etc.

Recommended Books

1 book

Introduction to E-Commerce

Zheng Qin, Guolong Wang,…

2025

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Processes and principles related to the customer, client, service user and to personal services; these may include procedures to evaluate customer's or service user's satisfaction.

The cooperation between people characterised by a unified commitment to achieving a given goal, participating equally, maintaining open communication, facilitating effective usage of ideas etc.

Analyse results from surveys completed by passengers/customer; analyse results to identify trends and draw conclusions.

Contact customers by telephone in order to respond to inquiries or to notify them of claim investigation results or any planned adjustments.

Synchronise activities and responsibilities of the operational staff to ensure that the resources of an organisation are used most efficiently in pursuit of the specified objectives.

Work with management practices such as continuous improvement, preventive maintenance. Pay attention to problem solving and teamwork principles.

Administer complaints and negative feedback from customers in order to address concerns and where applicable provide a quick service recovery.

Recording details of inquiries, comments and complaints received from customers, as well as actions to be taken.

Manage personnel, machinery and equipment in order to optimise production results, in accordance with the policies and plans of the company.

Evaluate customer's comments in order to find out whether customers feel satisfied or dissatisfied with the product or service.

Ensure all employees are providing excellent customer service in accordance to company policy.

Hire new employees by scoping the job role, advertising, performing interviews and selecting staff in line with company policy and legislation.

Answer customers' questions about itineraries, rates and reservations in person, by mail, by e-mail and on the phone.

Investigate what causes problems, test and improve solutions in order to reduce number of calls to the helpdesk.

Calculate the total quality of a call including the ability to reproduce a user's voice, and the system's ability to limit impairment during conversation.