Leading Cultural Change

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Network: 
CCMA Ireland Skillnet
Duration 3 days
Subjects Taught A modular course covering the following areas:
• Diagnostic and design work
• Masterclass 1 – “Leading Yourself”
• Masterclass 2 – “Leading The Team”
• Masterclass 3 – “Leading the culture change, giving life to the sales to service model”
• Skills Audit
Course Content Programme Overview
Enable a change in culture from a traditionally customer service orientated call centre to a call centre where customer service, efficiency and sales conversion have equal focus.

Make TLs the drivers of this cultural change by developing their coaching and performance management skills to ensure that all frontline and Support Customer Service Representatives (CSRs) achieve optimum levels of efficiency and sales conversion while providing an excellent standard of customer service.

Who is this Course For?
For Participants who currently work in or wish to work at team leader level or equivalent in a call centre with leaving certificate or equivalent standard.

Learner Support:
Our Tutors & Training Staff are available to support learner via telephone and / or email throughout the duration of the course programme.

Further Enquiries e: training@ccma.ie
t: 01 291 1960
Methods of Assessment Ongoing evaluations with happen through out the course with evaluation forms being completed post each delivery day. A skills audit will also take place near the end of the course to evaluate learning outcomes.
Course Web Page: 
http://ccma.ie/training/356/leadingculturalchange.html
Available to Job Seekers: 
No
Certified: 
No