Voice management

Working with a telecommuter or being responsible for any part of the call's long journey through the company is not always the easiest. One week you can be scolded because the old telephone system doesn't work as it should, the next you complain to your colleagues because they don't understand their new applications.

 

Overview - see the whole

If you are new to the role, it can be difficult to have the overview and see the big picture. You will be responsible for technology, finance, procurement, service and keeping customers and colleagues satisfied.

At many companies and organizations, the traditional role of "telephone manager" has disappeared. The responsibility for telephony is often divided between different parts within the company and sometimes different parts are subcontracted or outsourced.

It can be difficult to see the big picture or have an understanding of each other's different areas of responsibility and what requirements are set for it to work for the company or organization.

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Not just a switch or application but an interaction

Telephony is not just a phone, exchange or application on your computer. It is an interaction between service, finance, technology and behaviour. All the pieces are equally important and all the pieces need to fit together for the telephony to work as well as possible.

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How do you put it together?

The educations that are available are often system educations or educations in various professions, for example how to sign contracts, management education, economics education or the like.

But how do you get it together? This education serves as the "putty" between these different educations.

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What the training covers

It takes up several areas such as technology, the connection between operator - customer service - user, finance and service.

You will also learn more about crisis management, how to organize customer services as well as policies and routines.

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A little about the content

The training is composed of a number of blocks:

• Connection technology, economy and service

• General telephone knowledge

• Crisis management

• Telephone operator service

• Customer service

• User training and information

• Supplier management and procurement

• Economy

The training is conducted as a two-day training. We also have the opportunity to adapt an internal training to your needs.

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Who is the training aimed at?

Our training in Telecommunications responsibility is a broad training and is aimed at those who work with telephony; as a specialist, administrator or as telephone operator or customer service manager. Regardless of whether you are new to the job or want to broaden your knowledge and develop in your role or meet colleagues.

• Specialist

• Purchaser

• System administrator

• Telephone operator or receptionist

• Customer Service Manager

• Responsible for facility management or internal service

• System Administrator

• Service manager

Or any other role where you need to get a greater grasp of how telephony works. This is regardless of whether you are new to the job or want to broaden your knowledge.

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Exchange of experience

We attach great importance to the exchange of experience and that there is time to get to know the other course participants. On our courses there is usually a good mix - everything from telephone operators to IT managers and there are usually interesting discussions.

On our two-day courses, we have included a shared dinner on day 1, which is included in the fee. Our idea after the training is that you should have had the opportunity to create your own small "network".

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Course opportunities

Is the course content (all or certain parts) interesting to several people in your organization? We can tailor and package a course for the specific needs of your business. Contact us, and we will talk through what your and your organization's needs are. We can then design a proposal for an adapted implementation.

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The training takes place in collaboration withTeleutbildningar.se