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Effective Call Center Management

As customer satisfaction and customer retention have become a greater focus in today's business, with organization beginning to measure the future value of the business, so inbound customer call centers have moved from a back office role to a role as the most important profit center in the business. Call center service has become a source of competitive advantages, differentiating financial institutions and their products from those of competitors. Customers' expectations have risen, and they now expect and demand easy, seamless access to financial institution via telephone. Today, many organizations regard the quality of call center performance as a key element for long term survival, competitive advantage, future value investment and success for organization. Therefore, this course will give the principles and practical tools necessary to deal with the challenges of call center management successfully.

Who should attend?

Someone who works related to call center.

What you will benefit?

After completion of this course, the participants will be able to:

1. Be aware of Call Center organizational chart, responsibility and key success.
2. Apply the best practice of Call Center System and programs.
3. Manage Call Center operation successfully.
4. Gain the real experiences of ACLEDA Bank's Call Center

Course Contents

1. Introduction to ACLEDA Bank's Call Center
• Call Center Profile
• Important of Call Center to Business
• Organizational Chat and Job Responsibility
• Keys Success of Call Center
2. Call Center's Using Systems and Programs
• Help Desk Program
• Call Management System
• Other Systems and Programs
3. Call Center Operations
• Issues Received and Service Conditions
• Receiving Issues and Solving Process
• Service Quality Control
• Training and Sift Work for Call Center's Operations

Training Fee

USD 110 per participant per this one-day training course. This fee includes training materials, refreshments, lunch and certificate.

Payment Condition: There is no charge for any cancellation which is made by the deadline of the registration. Cancellation after deadline of the registration and participants appearing without proper cancellation will be charged the full amount.

Methodology

The training methodology will be focused on experience based and participatory approaches including brainstorming, group discussion with presentation, sharing hand-on experience,training game and participants' problem raised during training workshop.

Trainers

Ms. Yim Nat, Vice President and Head of Call Centre, ACLEDA Bank Plc.

Born in 1979, obtained a bachelor degree in the field of Accounting in 2000. In 2014, she graduated master degree majoring in Business Administration (MBA) at National University of Management. In 2000, she stared working in ACLEDA Bank Plc. as an Information Service Officer. As a good result of work achievement, she was promoted to be an Assistant Vice President & Assistant Manager of Customer Service Unit in 2003. With her efforts on work performance and successful experiences, she was promoted to Assistant Vice President & Manager of Report & Follow Up Unit in 2007. With that position, she had tried her best to accomplish many jobs which were under her duties & responsibilities including customer's complaint handling, customer service, banking system, technical support, training... for the sake of improving the whole Centre and also the bank. Refer to her accomplishments, she was continually promoted to a Vice President and Head of Call Centre since January 2009.

Ms. Oun Rattanak, Report & Follow Up Senior Specialist at Call Centre, ACLEDA Bank Plc.

Born in 1976, obtained a bachelor degree of Veterinary at University of Agriculture in 2000. At the time, she began to work for ACLEDA Bank Plc. as a Teller at Phnom Penh branch. After that she was promoted to a Deputy Chief of teller at Operation Division for over one year before moving to Finance Division as a Staff of Branch Support and Financial Account for two years. In May 2007, she changed to work in Call Centre as a Staff of Customer Service; two years later, as a result of her productivity with good performance, she obtained a position of AVP of AM of Customer Service. With that position, she had tried her best to accomplish many jobs which were under her duties & responsibilities including training, customer's complaint handling;... Refer to her achievement, she was continually promoted as AVP & Manager of Customer Service Unit and currently she has been promoted to be a Report and Follow Up Senior Specialist at Call Centre.

Ms. Lim Kunthea, Call Centre Senior Specialist, ACLEDA Bank Plc.

Born in 1982, obtained a bachelor degree in the field of Marketing in 2003. In 2014, she graduated master degree majoring in Business Administration (MBA) at National University of Management. In 2003, she started working at ACLEDA Bank Plc. as an Information Service Officer. Later on in 2007, she was promoted as Assistant Vice President & Assistant Manager of Customer Service Unit based on her work achievements and efforts. As a good result of productivities with good work performance while she was being responsible for, she promoted to be AVP & Manager of Customer Service Unit in the same year. With that position, she tried her best to accomplish many jobs which were under responsibility including training; supporting branch; handling customer's complaint;... in order to improve the whole Centre and also the bank. Refer to her accomplishment, she was continually promoted to a Call Centre Senior Specialist until now.