Training course to improve contact center management capacity
- Number 1 quality training program in the market
- Outstanding performance, practical 100%
- Optimize Contact Center operations, promote revenue growth
Solve the problems thoroughly
Management does not know how to monitor and improve Contact Center performance indicators
Contact Center staff is not yet united
Managers do not have much experience in handling, handing over work, training and educating Contact Center staff.
Narrow-minded, lack of skills and methods to build employee loyalty
Effective Contact Center management will be the key to help businesses optimize operations, turning Contact Center into a center that creates great value for the business. The course is designed by Bellsystem24 Vietnam to closely follow the actual needs of each business, based on the foundation of many years of experience in Contact Center operations and COPC's prestigious standards of service standards in sales.
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Training form
Ensure 90% personnel remember for a long time and immediately apply practical knowledge Increase 30% personnel training effectiveness
In-house training, Public training
4 live training sessions
21 practice modules after training
In-house training, Public training
4 live training sessions
21 practice modules after training
Training content
1. Management profession
2. Improve effective communication skills
3. Effective management toolkit
4. Practice and test
1. Management profession
- Management profession – constituent elements
- The development trend of Customer Service and the shift in the role of Contact Center
- Allocating and measuring human resource performance
- Operating indicator system
- Building a System for Evaluation and Control of Operational Quality
2. Improve effective communication skills
- Mastering body language in face-to-face communication
- Discover your communication skills
- DISC application in human resource management
3. Effective management toolkit
- Personnel classification and evaluation skills
- Set goals and plan for the team
- Problem solving and decision making skills
- Motivate and engage teams
4. Practice and test
- Training and coaching skills
- Public speaking techniques
- Practice handling situations
- Test & Evaluate
Training implementation process
Training instructor
Dedicated, professional, reputable, responsible, rich in professional experience
Ms. Nguyen Thi Thu Giang
Deputy General Manager
10 years of experience in researching and teaching customer service for many major partners such as: VietinBank, CitiBank, BIDV, VPBank, Gmobile, HTVC, VTC Care, ...
Mr. Bui Tien Dung
Training Director
8 years of experience teaching soft skills in Customer Service, Sales for MSB, Agribank, Viettel, Vinfast, EMS, Nhattin Logistics, ...
Ms. Cao Nguyet Hang
Master, Deputy of Drama Group 2, Youth Theater
20 years of experience in voice acting and knowledge of voice issues. In-depth training courses for Vietnam Airlines, Casper, …
WHY CHOOSE BELL-HOASAO
Bellsystem24 Vietnam is the only training unit that focuses on solving the existing "pain" of human development, improving the capacity of key personnel of enterprises through many forms of in-depth and exclusive surveys - training - assessments.
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Flexible "tailoring"
Flexible in time and location. In particular, training content is designed and built according to the specific characteristics, needs and training scale of the enterprise.
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Professional process
A systematic training process is designed specifically for each business from the survey stage, training program design, training implementation to the post-training stage.
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Comprehensive, optimized roadmap
A closed Pre-In-Post Training program, providing sufficient knowledge, skills, pre-course assessment and training, follow-up coaching after training.
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Training methods
Focus on practicality, real-life combat, practice, student-centered
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Active Companionship
Bellsystem24 Vietnam is committed to accompanying businesses to apply the knowledge learned into practice.
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Our partners
B24VN has trained our staff for many years. After the training courses, our staff have made significant progress in their Customer Service & Sales skills, professional telephone communication skills with even difficult customers, keeping our customer satisfaction level at a high level.
Ms. Hang Phan
Television Service Management
With the characteristics of having many dealer stores and many employees scattered in many different provinces, we used to have difficulty in providing standardized and synchronous training for business employees. The B24VN LMS system has helped us relieve a lot of pressure in training personnel, thanks to the simultaneous application of both the training system and training courses on customer service skills.
Ms. Minh Hanh
Manufacturing enterprise
“B24VN’s teaching staff are very enthusiastic, have a lot of practical experience and teaching methods. Our staff are very excited to practice situational exercises and build communication standards. This helps employees gain a lot of useful knowledge in their work.”
Mr. Pham Huu Lan
Bank V
