bluepotential Webinar Presentation

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Slide 1: 

Commercial and Business Awareness for Senior Contact Centre Professionals

Slide 2: 

Target Audience Learning and development managers, Trainers, HR Business Partners and senior operational professionals in the Contact Centre arena.

Slide 3: 

What’s the impact? Productivity Customer loyalty Reduced cost of complaint Reduce attrition and occasional absenteeism Increase morale to increase performance Call length Wrap up time Increased order value

Slide 6: 

The bluepotential Programme Pre-course online learning and assessment 3-day skills and knowledge development workshop Vocational assignment Observational and online assessments Verification and certification

Slide 7: 

bluepotential programme and Licensed Practitioner Accreditation Quality of content and delivery verified by Centre of Vocational Excellence for Call Handling National awarding body – NCFE Measurement by internal assessments and external verification LP Certification and Learning Credits awarded at verified level of attainment

Slide 8: 

Explore Navigate Essence Keep Net Yield Tides Currents Leagues

Slide 9: 

Module 1 - Explore Introduction to bluepotential programme and toolkit Criteria for skills and knowledge application Key criteria for calculating return on investment

Slide 10: 

Module 2 - Navigate Overview of the online learning and assessment system Benefits and application of blended learning and competence management Practical user training and guidance

Slide 11: 

Module 3 – Yield Profit and loss Revenue and cost Balanced scorecards

Slide 12: 

Module 4 – Essence Overview of morale and motivation How to engage the motivation levels in your team Incentives and rewards

Slide 13: 

Module 5 – Keep Net Understanding attrition Identifying retention strategies Developing talent

Slide 14: 

Module 6 – Tides Absence trends Measuring the impact of absence Strategies for reducing absence The benefits of effective absence management

Slide 15: 

Module 7 – Currents Quality of coaching and performance Customer loyalty due to customer experience Enhance the assessment of coaching

Slide 16: 

Module 8 – Leagues Balanced scorecards Identifying data Developing a service level agreement Principles of forecasting Capacity planning and scheduling Looks at the criteria affecting real time adherence Puts learning into practice in an operational context

Slide 17: 

Online Learning and Competence Management

Slide 19: 

Online Learning Courses

Slide 20: 

Online Assessments

Slide 21: 

Organisational Content Management

Slide 22: 

Introducing the bluepotential Team Jez Fernandez: Account Manager Debbie Harris: Sales and Course Administrator Ian Tulloch: Course Facilitator and Assessor

Slide 23: 

Costs The total bluepotential Licensed Practitioner Accreditation programme and toolkit (including online learning and assessment system branding and set up) is priced at £2,495 per delegate Additional Trainer Manual £175 License renewal fee £595 per annum Additional online system user license £90 per annum

Slide 24: 

Thank You for Your Interest

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