Corporate training services offered by Copley Global Services cover all aspects of call center management, these include workforce planning, forecasting and scheduling, technology assessment and implementation, performance measurement, coaching and training, leadership and strategic planning.

The main distinguishing service provided by Copley Global Services is our focus on a customized learning approach, as we believe there’s no such thing as a “one size fits all” approach when it comes to education. Just as individual students’ needs vary, each organization’s needs are unique. We can customize training models to fit the client organization’s Mission and Vision.

Our staff of trainers can assemble modular training content and learning aids for the kinds of modules that meet our customer’s needs. We can further assist by providing pre-training assessments to help identify training gaps, or can consult via the telephone or on-site to assist in determining the “just right” program a call center needs.

We also have specialists that are experts in the field of instructional design. You’ll find us resourceful and creative at developing new programs or adapting existing courseware to fit your unique needs.

Strategic Contact Center Management

This 2-day program is designed for experienced / incumbent Call Centre Managers and Supervisors who wish to gain in-depth understanding of the core practices of Call Centre Management in a macro, strategic, forward-looking way. The program focuses on skills required to deliver world-class customer service, and bringing participants up to speed on latest business practices and the changing landscape of contact centre technologies and target markets.
The concept of the balanced scorecard, management by objectives (MBO) and the role of performance management in the execution of strategy as related to Contact Centres. Performance management in the practice of management, Traffic theory, queue views, service level and productivity metrics as the primary driving forces that affect service level and productivity. Basic telecommunications theories, call arrival patterns, queuing, erlang, etc. and related technological and work processes; and the emanating principles/practices to ensure performance success.