Master Management of Call Center: Contact Center Manager + University Degree

Nowadays, customer contact centers constitute the largest - and sometimes the only one - contact point of organizations with customers, turning this area of care and management into an area of strategic importance in the experience management of our users and customers, and ultimately, in their satisfaction and loyalty. Customer service centers were created to serve more effectively, and with a better return, to the clients of the companies, and have been growing and evolving in parallel to technological development and new contact channels, such as social networks. All this demonstrates the importance of having a professionalized contact center, equipped with the appropriate media and technologies and, above all, composed of teams of qualified and motivated people, led by good professionals with specific training in the activity. Thanks to this Master Management of Call Center: Contact Center Manager will know the appropriate techniques to function professionally in this environment.

- Implant, manage and direct a call center. - Obtain information for the commercial action plan in accordance with the specifications contained in the organization's commercial strategy. - Prepare reports with the conclusions derived from the information from customers, competition, product and human and material resources that concur in commercial activity, to facilitate decision -making on commercial strategies. - Lead the commercial team facilitating its involvement and motivation to favor the fulfillment of the objectives of the sales plan, values and corporate identity. - Program the action in the sale from defined commercial parameters and the positioning of the company/entity. - Contact the customer and make the sale. - Know the emotional intelligence applied to sales techniques. - Apply negotiation techniques. - Perform post -sales strategies. - Know telemarketing.

- Implant, manage and direct a call center. - Obtain information for the commercial action plan in accordance with the specifications contained in the organization's commercial strategy. - Prepare reports with the conclusions derived from the information from customers, competition, product and human and material resources that concur in commercial activity, to facilitate decision -making on commercial strategies. - Lead the commercial team facilitating its involvement and motivation to favor the fulfillment of the objectives of the sales plan, values and corporate identity. - Program the action in the sale from defined commercial parameters and the positioning of the company/entity. - Contact the customer and make the sale. - Know the emotional intelligence applied to sales techniques. - Apply negotiation techniques. - Perform post -sales strategies. - Know telemarketing.

The following master management of Call Center: Contact Center Manager prepares to be able to implement, manage and direct a call center, training him for a commercial organization, the management of the sales force and commercial equipment, the sales operations and the telemarketing.

This Master Management of Call Center: Contact Center Manager is aimed at professionals or future contact center professionals, intermediate managers of users of Contact Center, managers and professionals of companies providing customer service services or any person who wants to train on this subject.

This training is not included in the scope of official regulated training (Infant Education, Primary Education, Secondary Education, Official Professional Training FP, Baccalaureate, University Degree, Official University Master and PhD). It is therefore a complementary and/or specialization training, aimed at acquiring certain skills, skills or aptitudes of a professional nature, being able to be barely as merit in workbags and/or opposition competitions, always within the complementary training section and/or continuous training being always essential to review the specific requirements of the public labor stock of the public labor stock market.