CILIP | Strategies for running a successful call or contact centre

20 November 2008, London

Research has shown that many people prefer to use the telephone rather than other electronic communication to deal with service providers. Yet there are constant criticisms of call or contact centres including excessive waiting times, poor customer service and lack of follow up.

Benefits of attending
This intensive one-day course will provide participants with practical ideas and examples tailored to their interests and questions.

By the end of the course participants will have:

explored how call or contact centres can improve/supplement library services
discussed the essential elements of establishing or developing call or contact centres
considered ways of measuring performance including developing metrics and service standards
identified practical ways to recruit, retain and motivate staff
exchanged ideas and experience
developed an initial action plan

Who should attend?
Library or information managers who are developing call or contact centres or those who want to improve existing services and customer satisfaction

Programme

Using call or contact centres to deliver library and information services: advantages and limitations
Quantity v. quality: creating a successful contact centre
Practical: developing metrics and quality standards and reviewing performance
Using contact centres to deliver library services Delivering what we promise: supporting staff to deliver excellent services
The importance of recruitment, training and retention

Places are limited to: 24

9.15 Registration & coffee - 9.45 Start - 1.00 Lunch - 4.30 Close

Course leader: Beryl Morris & Veronica Fraser

Fees
CILIP personal members: £220 plus VAT £258.50
CILIP organisation members: £265 plus VAT £311.38
Non members: £310 plus VAT £364.25

Updated: 04 August 2008

Setting up and running a call centre