Pre Conference Workshop

The Do's and Don'ts in setting up your call center

Alp Kohen

September 15, 2008
9.30- 17.00
Lutfi Kirdar, Sultan room 2

Fee: 299 € + VAT

Objective:

Are you new in the world of a call centers? Are you curious about the general rules and the fundamentals that differentiate the call centers from other fields?  Are you planning to open up a call center? 

In this seminar you will be learn the basic realities and Dynamics of call centers.  You will also understand tips and tools to avoid the common mistakes when operating a call center.  In this seminar, you will learn the fundamental rules that the professionals involved in this business should know.

Content:

• General overview of call centers, area of usage, local and worldwide trends
• Fundamentals and dynamics of call centers
  • facts that differentiate call centers
  • random call arrival, realities of queues, accessibility, caller tolerance
• Planning and management phases while setting up a call center
  • the 9 planning steps
  • the significance of each step
• Common mistakes that are made in call centers and how to avoid them
  • errors made while establishing and managing a call center
  • techniques to manage and evaluate a call center accurately
• Performance metrics in a call center
  • things to focus
  • how to measure and evaluate group and individual performance

Who should attend: 

Professionals and prospect managers who:

• plan to open up a call center
• are just introduced to the call center business
• already own/run a call center and need introductory information

 This seminar is extremely valuable to all professionals who work in this business or are newly introduced to the call center sector.  It is also very appropriate to other related departments and professionals who wish to comprehend the dynamics of this field.

Duration: 
Between 09:30 - 17:00, 1 day

Workshop Trainner

Alp Kohen – (1967) specializes on in call centre and telemarketing management both locally and internationally and added value to companies in developing customer service and customer loyalty strategies.

He is a Business Administration graduate form University of Istanbul and has a masters degree in International Hotel Management from University of Surrey, England.

In 1992, he has started his career in Conrad Istanbul Hotel as a sales representative and got promoted to become sales manager of corporate market segment in 1994.

Between 1996 and 1996, he has assumed key account management role within DHL Worldwide Express where he also managed the “Sales and Marketing Development Project”. Between 1996 and 1998, he has assumed customer service management role and was responsible for the call centre and after sales operations of the organization. During this time he has managed various projects to improve the quality of service rendered such as “Customer Care Assessment & Improvement Project”.

Between 1998 and 1999 he was named as the National Call Centre Manager for the Netherlands for the same company where he has also took active role in DHL’s strategic decision-making process inherent to call centers.

Between 2000 and 2007 he was the Managing Partner of Sistema Information & Management Systems, a consulting and training company, where he took part on various call center consulting project and delivered call center management training. In year 2005, he established a call center outsourcing company, Connect Call Center Solutions, and later in 2007 he sold this company and established a consulting and training company called UNIQ Training & Consulting.

Alp Kohen specializes on call center operations management. He regularly writes articles, gives training and speaks on conferences on the subject.