Call & contact centre training solutions
Focus on call and contact centre training UK and international.
Call & contact centre management training.
Reduce training times, increase staff participation and learning.
Dancing lion uses the latest learning methods to increase your people’s
productivity and results.
Why use outdated material or struggle to re-invent the wheel when
we can help you.
Justify your training spend on call & contact centre development.
Our team of experienced industry practitioners at dancing lion will
assist you to identify the return on investment from your programme.
- Training needs analysis - we will work with
you to find a cost-effective learning solution.
- Call centre technology - our programmes will
maximise your investment in new systems, such as SAP dancing lion
consultants & trainers have over 20 years’ practical
experience.
- New call centre syllabus and material when you need
it fast. Dancing lion will meet your deadlines for delivery,
quality and budget.
- On-line call centre training programmes developed
to your specifications by dancing lion. Utilise DVDs,
laptops, distance learning for the development of your staff.
- Call centre recruitment training for HR specialists
by dancing lion. Why leave it to chance to get the right
people through recruitment agencies? Use competency profiling,
language and behaviour profiling (LAB), and rigorous assessment
techniques to recruit, maintain, motivate and develop key staff.
- Resource management in service work in call centres
requires a developed HR infrastructure. Dancing lion
designs performance management systems that give you results with
low, medium and high performing staff.
- Off shoring to reduce costs? Your solution is right
here. Off shore ‘hot spots’ such as India
are now subject to intense competition for call centre staff.
Dancing lion can help you with local information on call &
contact centres abroad. Choose the right site, get the right people.
- International training programmes. Dancing
lion will run tailored training programmes across the world. We
have worked in places such as Spain, Sweden, United Arab Emirates
and Saudi Arabia amongst others.
- Benchmarking. To compete successfully you
have to be better than your competitors. We can help you with
benchmarking exercises to see how you compare, where you stand
out and where there is some work to do.
- Long hold times. Don’t lose valuable
business because your customers give up or become irritated. We
can help you improve your service levels without raising the cost
of a call.
- Reducing your costs per contact. Increase
efficiency without reducing quality.
- Increase sales. Develop your staff so they
can increase customer loyalty, reduce churn and make more sales.
- Increase ownership of the customer and improve first
call resolution – avoid the ‘transfer culture’
where customers are bounced around departments.
- User-friendly IVR. Ensure that those queries
dealt by the IVR are of benefit to the customer.
- Increase utilisation time. How to increase
agents’ utilisation time, without relying on mechanistic
forms of control.
Reduce high levels of sick leave and staff turnover
Average staff turnover in the UK can be 25% per annum or more,
with an average of 12.5 days lost per year due to sickness. When
staff are unhappy they demonstrate this by leaving. We can help
address the problems.
In association with Bright Index, dancing lion can help you identify
how you are compare to your competitors. Most call centre managers
monitor their centres for call duration, abandoned calls, and services
levels, but how many are aware whether they are gaining or losing
ground to their competitors. Do you know what level is acceptable?
What level is good? The Index can help you by measuring over 30
key performance indicators in a large number of call centres in
different industries. The results are presented to you by dancing
lion in March and September each year.
Benchmarking reports
By participating in this benchmarking study you will have a unique
opportunity to:
- Continuously measure yourself against peers
- Analyse areas for improvement and potential
- Continuously follow up your actions and your position
- Bright Index and dancing lion will help you to meet the challenges.
Focus on key performance indicators
Would you like to know how your centre compares with your competition
for:
- Service levels: What are the average holding
times?
- Abandoned call rates: How many calls actually
get through?
- Cost per call: What is the actual cost per
call? Not just salary costs vs number of calls.
- Call duration: How long does the agent talk
to the customer and can this be improved without affecting quality?
- Staff duration: How long do agents stay and
can it be increased?
Standards and trade membership
Dancing lion have integrated standards from e-skills UK, CCA (Call
Centre Association), CCMA (Call Centre Management Association),
and the DMA (Direct Marketing Association). Dancing lion’s
training programmes and diagnostic tools for managers incorporate
best practice for call and contact centres.
Qualifications
Dancing lion’s consultants and trainers are accredited NVQ
assessors in Customer Service and Call Handling, Language and Behaviour
(LAB) Consultants and Trainers, Neuro Linguistic Programming (NLP)
Practitioners, Master Practitioners and Trainers, Masters of Science
in Change Agent Skills and Strategies.
Why dancing lion?
Dancing lion training & consultancy is a dynamic training and
development team of specialists. Our trainers don’t just run
programmes – they help with practical operational advice and
support, assisting you to build the culture you want in your business.
Plus when you engage a dancing lion trainer they have the support
of the full dancing lion team to create a learning solution tailormade
to your company.
Summary of services
consultancy
- managing the transition from call to contact centre
- developing customer management strategy
- defining call centre vision, values and objectives
- enhancing business development and customer retention
strategies
|
- developing the culture and systems for high performance
and continuous improvement
- setting up the infrastructure - design of job descriptions,
job profiling and design of competency and appraisal systems,
performance management, remuneration and career structures
- change management
|
diagnostic
- auditing and troubleshooting the telephone resource to maximise
upon its use
- mystery shopping programmes
- benchmarking
face-to-face training programmes
- negotiation skills to lever performance
- modelling best practice
- interfacing with the call centre
induction training
- company overiew
- role responsibilities
- processes and procedures
- systems and product training
training programmes for agents/advisers
- foundation communication skills
|
- home shopping
- internet shopping support helpline
- customer service
- telephone sales
- telephone marketing
- telephone research
- telephone reception
- helpdesk training
- credit control and arrears collection
|
training programmes for managers and supervisors
- call centre managers’ training
- coaching and mentoring
- coaching for multi-channel communication
- team leaders/supervisors training
- setting up and running helpdesks
- campaign and project management
|
- motivation and stress management
- team building
- motivation
- time management
- neuro linguistic programming (NLP)
- language and behaviour (LAB) profiling
|
train the trainer programmes
- needs analysis
- facilitation
- presentation
- evaluation
At dancing lion we strive for excellence in all we do. We only
take on a brief where we can meet or exceed your expectations.
If you don’t want just a training provider, but seek a partner
that will work with you in a flexible committed way to help your
people and centre develop cost-effectively, call and book a presentation
now.
Dancing lion training & consultancy have an impressive store
of training materials, a wealth of practical experience and an international
client base. The best way to find out more about it is to meet our
people, see our case histories and decide for yourself.
