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Come Gestire il Call Center

Come Gestire il Call Center


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About the Book


All'interno di questo libro scoprirai:

COME FUNZIONA UN CALL CENTER

L'importanza di curare bene il call center per mantenere buoni rapporti con la clientela.

Quali sono le sei figure chiave all'interno di un call center.

Cosa significa essere efficienti in un call center.

Quanto conta l'ambiente lavorativo in questo settore e come deve essere quello ideale.

COME SI ORGANIZZA IL LAVORO

Conoscere il ruolo dell'operatore di primo livello.

Conoscere il ruolo dell'operatore di secondo livello.

Quale ruolo svolgono il call center manager e il team leader.

COME SELEZIONARE L'OPERATORE IDEALE

Come pianificare con cura tutto il processo di selezione.

L'importanza di curare l'annuncio e anche la grafica, in quanto presentano l'azienda.

Come legare la selezione telefonica e il colloquio all'assestment.

In che modo l'assestment permette di far emergere la personalità che si ha di fronte.

COME AVVIENE LA FORMAZIONE DELL'OPERATORE

Comprendere l'importanza della formazione di un operatore.

In che modo va pianificata e organizzata la formazione del personale.

Come deve essere impostato il percorso formativo perché sia efficace.

L'importanza dell'affiancamento alle nuove risorse delle risorse senior.

COME VALUTARE E MONITORARE UN OPERATORE

Quali indici devi considerare per valutare l'efficienza e l'efficacia di un call center.

Come si valutano gli indici nei call center inbound.

Come si valutano gli indici nei call center outbound

Come funziona un call center di back office.

COME CREARE LO SPIRITO DI SQUADRA

L'importanza di saper creare un forte spirito di squadra all'interno del call center.

Come creare rapporto attraverso spazi fisici di incontro e riunione.

Come riuscire a tenere sempre alta la motivazione dei tuoi dipendenti.

Come la politica dei premi per i dipendenti può rappresentare un fattore di risparmio.

COME GESTIRE E REAGIRE ALLO STRESS

Come intervenire sullo stress iniziando dalla conoscenza delle cause.

Il primo fattore di stress è l'interazione uomo-macchina: capire le motivazioni.

Quali sono i rischi per un operatore che lavora costantemente su videoterminale.

Come ridurre il rischio di stress acustico.


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Product Details
  • ISBN-13: 9788861741980
  • Publisher: Amazon Digital Services LLC - KDP Print US
  • Publisher Imprint: Bruno Editore
  • Height: 229 mm
  • No of Pages: 234
  • Spine Width: 12 mm
  • Weight: 372 gr
  • ISBN-10: 8861741983
  • Publisher Date: 08 May 2021
  • Binding: Paperback
  • Language: Italian
  • Returnable: N
  • Sub Title: Tecniche Efficaci di Gestione per Ottenere il Massimo Risultato
  • Width: 152 mm


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