Call Management Best Practice Course (CMBP)

This training covers the topics necessary for front-line support staff to understand their role in the business, their responsibilities and how to implement customer management and call management best practices to ensure exceptional customer service.

The content of this course is based on the competencies documented in the HDI (Help Desk Institute) Support Center Analyst Standard (identified and approved by the HDI International Certification Standards Committee (ICSC), the ITIL® IT Service Management Best Practice framework and other industry best practices.

This is designed as a one day course. However, the outline below can be condensed to run in a 1/2 day format, although the 1/2 day format does not allow for exercises and examples or for all topics to be covered in full.

Call Management Best PracticeTraining

Unit 1: The Service/Support/Contact Centre

  • Evolution
  • What's in a Name?
  • Role of the Centre
  • Role of the Analyst
  • Governance
  • Service Level Agreement
  • KPIs and Metrics

Unit 2: Incident Management/Request Fulfilment

  • Processes
  • What is a process?
  • Incidents and Service Requests
  • Process Activities

Unit 3: Customer Management

  • Total Contact Ownership (TCO)

Unit 4: Call Management

  • Preparing for the Call
  • Greeting the Customer
  • Using the Customer's Name
  • Questioning
  • Active Listening
  • Placing a Customer on Hold
  • Use Silent Time Efficiently
  • Transferring a Call
  • First Contact Resolution and Escalation
  • Assigning Priority Levels
  • Keeping the Customer Informed
  • Handling Requests for Non-Supported Items
  • Handling Difficult Customer Situations
  • Documentation
  • Call Closure

Unit 5: Stress Management

 

Anyone working in or looking to work in a contact centre, service centre, helpdesk or support centre. Perfect for new recruits or as a refresher for experienced staff.

Classroom Public Training - currently held virtually

Facilitated by an HDAA qualified trainer, this one-day, public course allows students to actively participate in exercises and discussions as well as network with peers from other companies.
  • Maintain adequate coverage in your support center by staggering training dates.
  • Focus on learning by being out of the office.
  • Structured discussions facilitate networking and learning from real-world experiences.


On-Site Training / Dedicated Virtual Instructor-Led Training

HDAA can train your team at your facility anywhere within Australia and New Zealand, eliminating individual staff travel costs and putting more control in your hands. Control class size and pick training dates that accommodate your business schedule.

Focus on your organization's key issues and pain points. Save money. With groups of eight or more, this option can be very cost effective.

On-site Training enquiry.

On-Line Training

The Call Management Best Practice course is not available online.

Public, Virtual and Onsite Course Cancellation & Transfer Policy
Full payment of course fees or a Purchase Order must be received no less than thirty (30) days prior to the scheduled course date you have nominated to hold. Any booking received less than thirty (30) days prior to the nominated course commencement date must be accompanied by a written Purchase Order or credit card payment authority to secure the booking.

Clients cancelling their public or virtual course registration with less than three weeks' notice will not be entitled to a refund.

No shows on public and virtual courses will pay full course rates.

Cancellation of On-site Courses: Notice received within twenty one (21) to thirty (30) days of the scheduled course commencement date will incur a fee equal to 25% of the invoice. Notice received within seven (7) to twenty one (21) days will incur a fee equal to 50% of the invoice. Notice within 7 days will be charged the full invoice price.

Postponement of On-site Courses: Notice received within twenty one (21) to thirty (30) days of the scheduled course commencement date will incur a fee equal to 20% of the invoice. Notice received within seven (7) to twenty one (21) days will incur a fee equal to 30% of the invoice. Notice within 7 days will be treated as a cancellation. Only one postponement per invoice allowed.

Transfers between scheduled public courses will be accepted if requested no less than three weeks prior to the course start date. Any transfer of registration received no less then two weeks of the course start date will incur a $440 transfer administration fee. Transfer are not available with less then 1 weeks notice of the course start date.

Attendee name changes will be accepted up to the day prior to the course start date.

In rare instances, a public course may be rescheduled or cancelled. HDAA will provide as much notice as possible. In this event, the client may receive a full refund, or take a credit toward another HDAA course. HDAA cannot be held responsible for penalties resulting from travel arrangements.

In the event that we do have to cancel a training course at the last minute, the HDAA administration team will contact you via phone to either reschedule you for an alternate course or provide you with a full refund of the course price paid.
HDAA reserves the right to postpone/cancel a training course or an event at any time, at which, paying participants will be entitled to one of the following:

To participate at a revised date specified by HDAA; or

  • A refund or
  • A credit to that amount for future HDAA training.

To receive reimbursement or credit, please call HDAA on 1300 130 447 to make appropriate arrangements.

On-Line Course Cancellation Policy: Self-paced online course registrations are final. No cancellation or refund is available. Access is granted to online courses and certification exams once payment is received. A purchase order number may be provided for reference, but online courses and certification exams will not be activated until actual payment is received.

 

No dates currently scheduled or the scheduled dates don't suit  REGISTER YOUR INTEREST

and we'll let you know if any other dates become available.

WHY CHOOSE US

  • We have Trained more than 7000+ participants
  • Accredited HDI and PeopleCert Training Organisation
  • Trained 100's of Australian Government & Private Organisations
  • Train Anywhere, Anytime with On-Line Self Paced Course Options
  • Certification recognised worldwide
  • Professional Trainers with Industry Experience
  • We have over 20 Years of Training Delivery Experience
  • The Latest Vendor Approved In-depth Course Content

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