Course Duration


Course Objectives

The success and increasing of revenue of a telecom operator is somehow proportional to the accomplishment, performance and quality of contact centre and its personnel. Contact centre management needs a solid foundation in planning and managing an exceptional call center. Evolving customer expectations, the rise of social media, proliferating contact channels and the heightened strategic role of customer services are changing contact centers dramatically.

Telecontran’s workshop on Contact Centre Operations and Management provide adequate knowledge on how to apply the core principles of managing a contact center to critical new technological environments. This course is guaranteed to give key staff involved in resource planning, call center analysis and performance reporting the tools necessary to make real, lasting, bottom-line financial impact.

After successful completion of this workshop, participants will be able to

  • Learn Contact centre management principles, terms, definitions and requirements of successful contact center management
  • Identify the contact centre’s strategic direction and align the organization’s and the contact centre’s strategy, goals, and objectives.
  • Understanding and utilizing the Voice of the Customer and the role of culture and leadership in customer experience
  • Become more Customer-Oriented and Pro-Active in dealing clients and users.
  • Involve in determining and carrying out improvement actions realizing both individual and group targets.
  • Explain the strategies for improving performance by choosing the right metrics and goals

Target Audience

This course targets Contact Center personnel, Help desk agents, Supervisors, executives, Directors, Strategic Planners who are engaged with Telecom Operator contact centers or customer complaint departments.

Course Curriculum

Module 1: Contact Centre Operations Overview
  • What is Contact Centre
  • Customer Access Strategy
  • Contact Centre Profession
Module 2: Planning of Contact Centre
  • Driving forces in the contact center
  • 9 step planning and management process
  • Sources of planning data
  • The forecast: the importance of getting it right and two approaches
  • Breaking down a forecast
  • Impact of emerging channels
  • Ten common forecasting problems
  • Wrong ways to calculate staff
  • Using Erlang C to calculate base staff
  • The dynamics of size
  • The cost of delay
  • 6 immutable contact center laws
  • Skills-based routing
  • Impact of peaked traffic
  • Impact of long calls
  • Chat considerations
  • Outbound considerations
  • Response time calculations
  • Resource planning for social interactions
  • Staff Factor and Shrinkage
  • Scheduling to the demand curve
  • Long-term staffing model

Course Curriculum

Module 3: Strategic Planning Assessment, Goals, and Strategic Planning Process
  • Assess the current state of your contact center strategic planning
  • Introduce the 7-step strategic planning process
  • Strategic Planning in Today’s Environment
  • Turning Strategy Into Reality
Module 4: Customer Experience Acceleration and Help Desk Agent
  • What Customer expect from a Help Desk Agent
  • Structuring of Conversation
  • Voice of the Customer (VoC)
  • Structured and Unstructured Feedback
  • Building “listening paths”
  • Journey Mapping
  • Voice of the employee
  • Experience Engineering
  • Creating meaningful work
  • Motivating Employees
  • “TOMO” factor
  • Dealing with Difficult Situation
  • Dealing with Customer Complaints
  • Ending of Telephone Conversations with customers

Course Curriculum

Module 5: Guidelines on Basic Telecommunications Knowledge to Answer the Customer
  • What is Telecommunication Network
  • Basic on Wireline vs Wireless technology
  • Broadband Communications
  • Basic on 2G / 3G / 4G and LTE Network
  • Some KPI Parameters by the operators that are usually complained by the customers
  • KPI Errors and the Solutions
Module 6: Contact Centre Quality and Productivity
  • 7 important quality principles
  • Key customer expectations
  • The relationship between service level and quality
  • Characteristics of a quality interaction
  • Customer interaction process
  • Tools for finding and fixing root causes
  • Contact center objectives with big payoffs
  • Key individual performance objectives
  • Things senior managers need to know about contact centers

Public Schedule

Training Date
Telecom Operator Contact Centre Operations and Management Workshop 5 Days 28th October - 1st November, 2019 Bangkok, Thailand
“Please feel free to contact for any further details at