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Planning for Outbound Training Course

Who should attend?
Does your centre make outbound calls, manual dialling or list-driven dialler campaigns?
 
Ideal for dialler/campaign co-ordinators, outbound planners, outbound professionals or planning teams looking for new ideas, efficiency savings and productivity improvements. 

We give a comprehensive introduction to the planning methods required to effectively deliver outbound campaign targets either by manual dialling or using a dialler for both blended and single skilled teams. 

Experience case studies from innovation award finalists, the latest best practice and research along with the opportunity to share your experience and learn from other outbound operations. 

Topics include:

  • Planning for a new campaign, identify best times call, set realistic conversion/efficiency rates and plan calling workload/targets/timeframes.
  • Identify key measures of success and drivers of efficiency, using interactive spread sheet models that you can take away and adapt for your own centre.
  • See how to establish the distinct management information you need.
  • Review the impact of how you plan your outbound workload on employee motivation/performance and customer satisfaction.
  • Discuss the issues around blending and the use of predictive diallers.
  • Doing more with data and management information to further enhance your campaigns.
  • Improve your understand of being OFCOM compliant.

Summary of benefits
By applying the learning, you will be better able to:

  • Deliver campaign targets more efficiently and reliably.
  • Develop models and MI that help you plan more efficiently.
  • Identify key focus areas and take specific steps to improve how you plan.
  • Feel Confident in the actions and solutions you propose.

See the cost of this course, book your place using our online booking form, call 0333 123 5960 or email events@theforum.social to find out the next dates for this course.
 
More about the course
The Professional Planning Forum’s expert tutors have over 50 years of combined planning experience, working for well-known blue chip organisations, along with access to a vast network of experience to help you with your current and future challenges.  Experiencing the same challenges in previous roles and now appreciating how training and development could have helped the team’s progress quicker.

Professional Planning Forum courses follow a structure of personal objective setting, real life case study examples, individual and group exercises, PC models, and group discussions, culminating in specific individual action plans designed to deliver tangible benefits when back in the contact centre. 

Return on investment
The projects and process reviews delivered by graduates have seen real benefits in a number of key areas, more than outweighing the initial investment in training and development.

Comments form Delegates
“Really good course – although I was inexperienced feel I can take some valuable skills away.”
Shemma Riggs, LV
 
“Thoroughly enjoyable and useful.”
Chris Naylor, Campaign Manager Ageus Insurance
 
“Content was spot on and exceeded my expectations and I have gained so much from these 2 days.”
Carrie Anne Dillan, Command Centre and MI Manager National Australia Bank.

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