Call Centre Management Training IIR
In the 1990 call centres began to emerge in the UK and Ireland as new way of dealing with customers using the processes developed by the direct marketing industry. As I was a leader in this area I was soon sought out to help the fast followers to shortcut a great deal of the learning though Hotline On-site, in the early 90’s of setting up centres by the end of the nineties we were simply able to teach those hired what they could do to grow rapidly and maintain the staff as they grew.
At some point in here I started running skills workshops for Centaur Communication who were the big conferences organiser in London they also owned the biggest magazines relating to direct marketing and Advertising. I was the guy that would showed you how to hire for the Call Centre, what’s different about motivation in a call centre, what are the numbers telling you from your ACD etc etc etc.
I was at this point doing these lectures at conferences and the workshops and then was approached by IIR the worlds largest training organisation and ask if I would run a program for them, where they invited Call Centre managers from all around the world to come to London and attend my programs. A two day course covering the fundamentals for any Call Centre manager.
The course ran every few weeks for several years before the demand dropped, but during that time I trained more Call Centre managers than any other person world wide.