Call Centre Operations

Implementing a new system in you call centre or changing an existing one, is not an easy task and typically is achieved with sound project management. As soon as the system or the process is in place the implementation is considered successful and the project manager is ready to move on. However, project management often ensures only that the technical aspects concerned with the new system are in place and functioning, not its adoptions by call centre agents. To ensure that the agents collaborate and adopt the new system we need carefully planned and executed change management initiatives. With this in place we can avoid productivity loss, the agent’s negative reaction to the change and the ultimate failure of you entire project.

We also need to consider the number of changes that the employees have to deal with simultaneously. This, invariably, leads to Change Saturation (Change saturation occurs when the next change produces negative results) effecting negatively any new initiative that we want to implement.

Research shows us that the number one obstacle to success for major change projects, including for a Quality Assurance program, is employee resistance and the ineffective management of the people side of change.


To solve this problem, in addition to all other call centre courses, we offer the following courses:

3 day certification
1 day manager course
1 day employee programme
Sponsors programme

Additional call centre courses available:
·  Call Centre operations
·  Selling
·  Collections
·  Communication
·  Coaching
·  Stakeholder management