Service Engineering Boot Camp
RCCSP Service Engineering Series
5-day training and optional certification exam, $4190
Achieve the Highest Level of Technical and Organizational Proficiency in Service Engineering
This single training course fulfills one-half of the course requirements of the Call Center Six Sigma Master Black Belt program.
This 5-day intensive training course introduces participants to underlying concepts and practical applications of call center metrics, data analytics, reporting, Six Sigma design, and the mathematical and statistical bases for high-performance call center re-engineering. Individuals attending this entry-level service engineering boot camp will return to their support centers with practical, real-world knowledge of how to prepare information for effective call center reporting and how to design call center processes to deliver the highest quality service with minimal wait times. You will not be overwhelmed with baffling rules, frustrating formulas, and confusing tables that may be useful only in theory. Instead, you will discover the proper tools to use at the right time to achieve maximum performance.
This course is taught by recognized industry authority James Abbott, an industrial and service engineer, and author of the most widely read books on the subject: The Executive Guide to Call Center Metrics, Preparing Call Center Metrics, Designing Effective Call Centers, and The Executive Guide to Six Sigma Call Centers.
What is Service Engineering?
The ultimate goal of Service Engineering can be paraphrased with one word: value.
Understanding call center science is vital to running an effective call center. Effective operations, and the high-quality services that result, can be engineered based on science and metrics: science for direction, and metrics for status and verification. Service Engineering is the study and application of scientifically-based design principles and tactical uses of metrics to balance service quality, efficiency, and profitability.
All too often, high levels of efficiency come at the cost of low service quality. Or, high quality service comes at the cost of profitability. Achieving the right balance between service quality and efficiency is a fundamental operational challenge for call center managers. By giving a value to both the center and the customer, competing demands, priorities, and issues can be balanced. A coefficient of value allows for objective balancing of quality, efficiency, and profitability.
Take Home Tools
This course is designed for call center and help desk professionals. There are no prerequisites for this introductory metrics and six sigma design course.
Who Should Participate
This course is for professionals responsible for support center performance management, reporting, call center operations, or implementation of performance improvement strategies. Participants that will benefit most from the course include CIOs, COOs, VPs of operations, directors, designers, and managers, and those who are or may be pursuing the CCCE certification or Call Center Six Sigma Master Black Belt credentials.
The 5-day Call Center Engineering Boot Camp fulfills one-half of the courses required to earn the Call Center Six Sigma Master Black Belt designation.
The Principles of Call Center Engineering
Strategic Metrics and Reporting
Tactical Metrics and Reporting
Support Center Design Concepts, Issues, and Philosophy
Six Sigma Design, Engineering, and Reengineering
The per student registration fee for this seminar is $4,190, and includes the seminar, course materials, and refreshments each day. Dress is business casual. Laptops are optional. Class begins at 9:00 AM and ends at 5:00 PM each day.
Register securely online with confidence or please call (708) 246-0320.
More Training and Certification Courses
See the complete calendar of RCCSP Professional Education Alliance Contact Center Training dates and locations.
For more IT, technical and field support training course options, see the RCCSP Help Desk, ITIL, and Support Center Calendar.
Terms & Conditions
Seminar agenda and assigned instructors are subject to change.
Payment is due prior to the seminar.
Public seminar cancellation policy. Registrants may cancel up to fourteen days in advance of the seminar start date for a full refund, less administrative fees of $400. Or, you may transfer your registration to another date or member of your company at no additional charge. Please notify us as soon as possible. Registrants cancelling within fourteen days of the seminar will receive credit, less administrative fees of $400, toward any other Resource Center seminar.
On-site training scheduling and cancellation policy. On-site training fees must be paid to reserve a training date. Additional travel surcharges will be charged for travel to training locations outside of the continental USA and for training courses scheduled within three weeks, or paid for within three weeks, of the on-site delivery date.Organizations may cancel up to 21 days in advance of the seminar delivery date for a full refund, less administrative fees of 25% of the base fee.
If for any reason you are unsatisfied with the training, please notify the instructor by the end of the first day. If you decide to cancel the remainder of the training program, the instructor will collect all training materials. Fees paid, less a prorata one-day on-site training base fee plus any travel surcharges, will be refunded.
Cancellation by provider. In the unlikely event that a seminar must be cancelled by seminar provider due to unavoidable circumstances, you will be notified at least two weeks prior to the seminar date, and your payment will be refunded.
Seminar provider is not responsible for losses due to cancellation including losses and penalties on advanced or non-refundable airfares.
In all circumstances, seminar provider's liability shall be limited to fees received.