Management of the Telephone Team

All employees with the task of coaching a team of employees working with both inbound and outbound calls, e.g. in a customer centre, call centre, telemarketing department or customer service department. You may participate with or without coaching experience.

As a participant in Management of the telephone team you will acquire skills helping you to become a better leader and manager. You will become more focused in the screening of future employees for your telephone team. Through a coaching approach you will be better at targeting the motivation of - and communication with - employees, as well as being more creative in selecting goals for the individual/group.

The course is based on management tools and supporting theory. The course is divided into lessons with a strong emphasis on the instructor's theoretical presentations spiced up with the instructor's practical experiences. The theoretical part will always be supported by various types of cases and exercises ensuring learning, readjustment to the participant's work environment and ease of operation. To gain perspective on the acquired theory the instructor will also draw upon the experiences and diversity of the team.

• Presentation of course and participants
• Future managers of telephone teams must create results
• Individual management style
• Self motivation and attitudes
• Motivating communication
• Focused management style
• Coaching as an efficient management tool
• Composition of the telephone team's persons is essential
• Specifying conversations
• Efficient time utilisation
• Human relationships
• Personal action plan

New from 2008, TACK has decided to make some of the courses ENROLMENT COURSES (T).

This means that we register interested participants, and the course will be held when we have enough registrations (min. 5).

Depending on registrations additional classes will be established.

The course is held as a 3 day non-residential course. Later the instructor will come to your workplace to give you a half days coaching. Tuition takes places at the following times:

1. Day 1 from 09:00 to 16.30
2. Day 2 from 09:00 to 16.30
3. Day 3 from 09:00 to 12.00