Certified Quality Management Professional
4-day instructor-led class, includes certification exam - $3,695
On-site delivery available ~ Team pricing available
RCCSP
  Professional
    Education
       Alliance

Overview

Attend the industry’s most comprehensive course on quality management best practices and call center quality science, and earn your professional credentials.

In this hands-on tactical course, attendees will learn how to drive continuous quality improvement in the contact center. Course content covers quality management responsibilities, from the most fundamental tasks of setting goals, designing forms, monitoring, scoring, and calibration to integrating training phases and methods, instituting coaching best practices, mentoring, managing morale, and using quality metrics. Underlying occupational and psychological call center science impacting quality will also be covered, including how customers perceive quality, how management models impact quality, and psychological drivers of employee quality behaviors and commitment to customers.

Learning Objectives

Attendees will learn how to:

  • Dynamically align training, coaching and quality efforts with changing organizational strategies and customer expectations.
  • Capitalize on scientific research results that explain exactly how customers perceive quality.
  • Launch an incremental skill development process that’s guaranteed to improve front-line quality.
  • Accelerate agent learning curves to realize full proficiency faster through progressive training, monitoring, evaluation, and coaching.
  • Investigate mentoring, its optimal uses, and ways mentoring can contribute to continuous quality improvement.
  • Cultivate front-line behaviors that are scientifically proven to increase caller satisfaction.
  • Institute proven quality best practices: what to monitor, who should monitor, when, and how frequently.
  • Utilize quality criteria that reduce talk time, wrap-up time, and customer wait time.
  • Transform monitoring criteria and guidelines into standard operating procedures that maximize call control, increase front-line efficiency, and optimize average handle time.
  • Accumulate monitoring data that will propel tomorrow’s most powerful performance improvement information.
  • Overhaul quality assessment practices across the contact center business, from monitoring IVR, chat, and text interactions to measuring standard operating procedures, quality of documentation, and training results.
  • Generate performance metrics and a balanced scorecard that quantifies and tracks the impact of your quality management program.
  • Experience what quality coaching is (and is not) and exactly what to do to plan and execute effective post-monitoring coaching sessions.
  • Support a coaching culture with quality data that motivates, builds confidence, and strengthens employee commitment.
  • Implement a cost-efficient quality improvement cycle that’s fast, targeted, frequent and regular.
  • Unleash an infectious, motivating and supportive quality managed culture that raises morale and reduces turnover.
  • Harness quality and performance results to refine training programs, focus mentoring activities, and fine-tune hiring criteria.

Deliverables and Take-Home Tools

In-class materials and take-home tools include:

  • Comprehensive course manual (an excellent post training reference tool)
  • DiSC communication styles assessment tool
  • Template for creating a Standard Operating Procedures (SOPs)
  • Template for creating a quality definitions
  • Coaching discussion planner tool for planning and scripting a post-monitoring coaching discussion
  • Quality monitoring form templates
  • Employee job satisfaction and commitment assessment tools
  • Adaptive communication cheat sheet
  • Real-time communication style profiling tool

Who Should Participate

The Certified Quality Management Professional training course is ideal for managers, executives and quality and training specialists responsible for developing quality assurance processes, as well as supervisors tasked with improving the performance of individual front-line contact center professionals. Some specific roles that benefit from this course include:

  • Contact center quality assurance specialists
  • Mentors and supervisors that inspire, develop, and coach front-line contact center professionals’ skills and quality
  • Coaches, trainers, and mentors
  • Executives with strategic goal setting and oversight responsibility including quality, customer satisfaction, efficiency, employee job satisfaction, and retention

Prerequisites

Attendees should possess a basic understanding of what a call center is, how calls flow into a center, and basic call center terminology. Course materials are in English, and attendees must possess a high level of English fluency.

Agenda

Day 1

Chapter 1 – Continuous Quality Improvement

  • Introductions and overview of the CQMP course
    • Goals and learning objectives for the CQMP course
  • Introduction to continuous quality improvement cycle
    • Identify processes within the continuous quality improvement cycle
    • CQI cycle revolutions and progressive quality improvement
    • Quality defined
      •  The customer’s definition of quality
      • The contact center’s definition of quality
    • Small and large contact center organizational structures

Chapter 2 – Quality Practices Assessment

  • Asses the center’s current quality improvement processes
    • Perform a current assessment of your quality related processes and practices
    • Perform a quality SWOT analysis
  • Define a quality vision statement
  • Define a quality mission statement
  • Identify and document near-term strategic objectives of the organization
  • Identify high-impact call types that require service perfection

Chapter 3 – Performance Metrics

  • Define and review front-line performance metrics that impact quality
    • Efficiency metrics
      • ATT - Average Talk Time
      • Hold Time
      • ACW - After Contact Work
      • AHT - Average Handle Time
    • Utilization metrics
      • Available Time
      • Idle Time
      • OCC - Occupancy Rate
      • Schedule Adherence
      • AUX - Auxiliary Time
    • Effectiveness metrics
      • Customer Satisfaction
      • Employee Satisfaction
      • Conversion Rates
      • Error Rates
      • First Contact Resolution
      • Quality Score
    • Productivity metrics
      • Transfer Rates
      • Escalation Rates

Day 2

Chapter 4 – Quality Expectations

  • Understand customer’s expectations for quality
    • How customers perceive quality
    • Quality defined
    • Conscious and sub-conscious customer expectations
    • Call interaction characteristics that influence customer satisfaction
      • Customer characteristics
      • Service delivery characteristics
      • Service employee characteristics
    • Characteristics and categories of quality perceptions from the customers point of view
  • Influence quality perceptions
    • Drivers of customer-perceived quality
      • Professional characteristics associated with quality
      • Behaviors, actions, and practices associated with quality
      • Environment, structure and processes that encourage customer-defined quality behaviors
    • Sources of front-line quality behaviors

Chapter 5 – Quality Drivers

  • Understand how occupational psychology, employee satisfaction, and affective commitment drive quality
  • Encourage commitment
    • Job satisfaction and quality
    • How commitment positively or negatively impacts quality
    • Levels of commitment
      • Affective commitment
      • Normative commitment
      • Continuous commitment
  • Ensure job satisfaction
    • Drivers of job satisfaction, affective commitment and quality
      • Intrinsic factors
      • Extrinsic factors
    • What science says about money as a motivator
    • Standardization, management control, and quality
      • How management models impact quality, absenteeism and attrition
      • Compliance vs. high autonomy
  • Nurture a supportive contact center culture
    • Impact of contact center culture on service quality
  • Assessing/Surveying team members’ affective commitment
  • Establish quality metric reward programs
    • Popular contact center awards and rewards
    • Benefits and pitfalls

Day 3

Chapter 6 - Training and Mentoring

  • Diagram components of the training process
  • Evaluate current contact center training assets and practices
    • Plans and processes
    • Trainers
    • Tools
    • Consistency
    • Effectiveness
    • Return on Investment
  • The continuous improvement contact center agent training cycle
    • New hire training
    • Nesting/Transitional training and shadowing
    • Up training
    • Refresher training
  • Develop standard operation procedures
    • Create the standard operating procedures manual
  • Design new hire training
    • What is covered in new hirer training
    • Taking the fear out of quality monitoring
    • Adherence training and commitments
    • High-impact training
    • Graduating new reps
      • Assessing performance
      • Timing
  • Design nested transitional training
    • Primary goals of transitional training
    • Participants, location, and supervision ratios
    • Conferring proficiency
      • Assessing performance
      • Assessing resourcefulness
  • Up training
    • Topics and materials
    • Methods of delivery
    • Time management
  • Refresher training
    • Discreet topics
    • Developing the short topic materials library
  • Best practices for developing adult learning
  • Using a proven training design methodology
    • Analyze the contact center’s training needs
      • Conducting a training needs analysis
      • Defining an audience profile
      • Defining the scope of the training
    • Select training topics and methods
      • Creating training goals and objectives
      • Structure and order
      • Matching competency-based exercise formats to your adult learning requirements
      • Alternative exercise formats
      • Determining the appropriate training delivery medium
      • Blended learning
    • Develop training material and methods
      • Text, presentation tools and exercises
      • Developing purposeful pre- and post chapter and end of training assessments
    • Training implementation and evaluation
      • Alternative training evaluation tools and methods
      • Four levels of evaluation
      • Establishing measurements of training success
    • Post-training evaluation
      • Attendee feedback and actions
      • Training revisions report
      • Computing training Return on Investment (ROI)
  • Mentoring
    • Primary function of mentoring in a contact center
    • Defining the mentoring relationship structure and timing
    • Developing a mentoring action plan, goals and objectives
    • How to select and recognize mentors

Chapter 7 - Communication for Improved Performance

  • How to communicate effectively with different communication styles
  • Assess your own DiSC communication style
  • Asses others’ communication profiles by evaluating
    • Pace, volume and tonality
    • Formal or casual approach
    • Humor style
    • Conflict style
    • Need for detail or quality
    • Mental organization
    • Body language
  • Adaptive communication techniques
    • How to profile a team member’s preferred communication style on-the-fly
    • How to adapt your communication style to a team member’s preferred style to maximize mutual understanding
      • Adjusting your tone
      • How to open the conversation
      • Interacting
      • Responding to concerns
      • Getting a commitment
    • When your style and the team member’s will surely conflict
      • How to avoid unintentionally pushing someone’s buttons

Day 4

Chapter 7 - Coaching for Improved Performance (continued)

  • Fundamentals of coaching
    • The special role of a coach
    • Your coaching role within the call center
    • Differences between coaching, critiquing, feedback and performance reviews
    • How to create a coaching culture
    • Qualities of an effective coach
    • Perform a coaching self-assessment
    • Assess your coaching fears and learn how to overcome them
    • Common coaching mistakes and strategies for avoiding mistakes
  • How to define and prepare for a coaching session
    • Pre-coaching phase preparation
    • Data you must bring to the coaching session
    • Preparing the coaching situation statement
    • Determining a disposition toward coaching based on motivation and performance levels
      • The four dispositions
      • Choosing a coaching strategy
      • Determining an appropriate investment in coaching time
    • Selecting a coaching method and preparing for responses
      • Different types of coaching conversations and how to correctly conduct each for maximum effect
        • Performance Improvement
        • Counseling
        • Teaching
        • Motivating
        • Investigative
      • The five types of employee responses and how to address them
    • Establishing a coaching plan
      • The coaching session Action Checklist
      • The 10-step coaching discussion planner
    • Practice coaching sessions
  • Conducting the coaching session
    • Coaching techniques; how and when to utilize them
      • Addressing opinions and push-back
      • Positive tone, words and body language
    • Notes, review, and good summarization technique
  • Post-coaching follow-up action planning
  • Post-coaching self-evaluation

Chapter 8 - The Quality Monitoring Process

  • Establish the quality requirements for your contact center
    • Establish current goals and improvement priorities
      • Customer focus
      • Compliance focus
      • Strategic focus
      • Efficiency focus
      • High impact focus
    • How to define quality monitoring standards
      • Standard operating procedures
      • Quality monitoring definitions document
      • Guidelines to be used in evaluating call quality
      • Level of monitoring detail
    • How to communicate quality monitoring goals and value to agents, customers, and management
  • Designing a quality monitoring form
    • Anatomy of a quality monitoring form
      • Capturing the most important identifying data attributes for future quality analyses
    • How to determine and categorize characteristics of a call that lead to quality
    • Defining categories, components and guidelines
    • Monitoring forms that incorporate the key service categories and call components
    • Creating a quality monitoring scoring system
    • Compliance scoring vs. performance scoring
      • Evaluating yes/no checklist vs. sliding scale scoring methods
    • Creating a weighted scoring system
    • How and when to make and communicate changes to the weighting system.
    • Setting quality score targets that motivate everyone.
    • When to use auto-fail
  • Establishing quality team responsibilities and parameters
    • Who monitors
    • 3 approaches for determining the volume of calls to be monitored
    • 7 monitoring methods, for all sizes and levels of technology
      • Advantages and caution points for each
    • 4 means of selecting calls to be monitored
    • Determining the timing of call monitoring activities
  • Quality metrics and performance evaluation standards
    • Measuring performance of the quality monitoring process
    • Measuring the performance of the quality monitoring team
  • Implementing a coaching and feedback loop for continuous improvement
    • The who, how, and when of providing effective monitoring feedback
  • The calibration process
    • Choosing calibration team members
    • Determining the frequency of calibration meetings
    • Critical tools for conducting calibration sessions
    • Calibration mathematics
    • Standard deviation targets
    • Processes for updating quality standards and guidelines
    • Reporting results and guidance
  • Quality monitoring software and capabilities
  • How to document the quality program and manage changes in the process
  • How to use quality scores as a marketing tool with key stakeholders

Chapter 9 – Quality Management Project Planning

  • Selecting and prioritizing Quality Management projects
  • How to identify high-impact, affordable, worthwhile quality projects
    • Current capabilities
    • Financing criteria
    • Staffing requirements
    • Potential impact
  • Creating a business plan
  • Proposing plans to management for approval
  • Selecting, planning, and implementing your CQMP certification project

Certification Process

The Certified Quality Management Professional (CQMP) certification is officially recognized by the RCCSP Professional Education Alliance and its members. This is an internationally-recognized certification.

The certification process consists of three parts:

  • Participation in a 4-day competency-based CQMP preparatory training course
  • A passing score on the online CQMP certification exam
  • Completion of a certification project

Class Attendance: Participants will complete a three-day instructor-led course, where they will participate in hands-on learning and group exercises under the observation of a Certified RCCSP instructor. Upon successful completion of the course, an online login and password will be sent by email with instructions for accessing the certification exam.

Certification Exam: After the course, participants will have four weeks in which to take the online certification exam. The certification exam is comprised of 75 questions and candidates are given 90 minutes to complete the exam. Candidates must achieve at least an 80% score in order to obtain certification.

Certification Project: To be completed within 6 months of completing the course.

Participants will be given a list of project topics and will submit their topic and business case for approval within two weeks of completing the certification exam.

Topics will include items covered in the certification class such as creating and implementing:

  • Quality monitoring process plan
  • Quality management operating level agreements
  • Quality definitions document
  • Quality monitoring form and scoring system
  • Quality team metric scorecard
  • Calibration process plan and standard operating procedures
  • Quality monitoring standard operating procedure manual
  • New hire training plan
  • New hire training metric scorecard and targets
  • Nesting training plan
  • Nesting metric scorecard and targets
  • Mentoring process standard operating procedures
  • And many other options

To increase the likelihood of every participant successfully completing the certification project, a certification project review team member will be available by phone and email to provide feedback during the work project portion of the process. The Certified Quality Management Professional CQMP certification will be awarded upon approval and acceptance of the candidate's completed project. Those certified will receive a custom-engraved crystalline CQMP award and use of the CQMP moniker..

Course Instructors

RCCSP faculty instructors have both call center management and training delivery expertise.  They are certified at  the “Master Trainer” level for delivery of this course and will adapt the course delivery to meet the needs of participants' varying levels of experience and differing call center environments. RCCSP's faculty includes instructors experienced in non-profit and government contact center environments, in addition to large and small for-profit environments.  Instructors are located throughout the USA.

Registration Fees

The per student registration fee for this training and certification program is $3,695 and includes:

  • 4-day instructor-led training
  • All training materials
  • Course certificate of completion
  • Certification exam fees
  • Breakfast, lunch and refreshments each day.

To register, follow the "Book Now" link below or call (708) 246-0320.

Team Pricing for Ten or More

Train and certify your managers enterprise-wide. Register ten or more participants from your organization for a Certified Quality Management Professional course for just $2,475 per person, over 33% off the single registrant price.  Team Pricing is subject to available seating and class size maximums, so please register early.

How to Register Your Team

To take advantage of this incredible savings, enter a quantity of ten or more in a single registration.  Pay by credit card, check, or ACH transfer at least three weeks prior to the course start date. It is not necessary to provide names of all the attendees at the time of registration.  Subject to available seating, more participants may be added to your team registration, later, at the team-discounted price.

Register with confidence online, or call (708) 246-0320 to speak with a registrar and sign-up your group by phone.  

Seminar Schedule

May 24-27, 2021 Atlanta, GA Maximum class size: 8 Embassy Suites Buckhead
Jul 6-9, 2021 Atlanta, GA Maximum class size: 8 Embassy Suites Buckhead
Sep 13-16, 2021 Atlanta, GA Maximum class size: 8 Embassy Suites Buckhead

Class Start and Stop Times & Dress Code

Class begins at 9:00 AM and ends at 5:00 PM each day. Continental breakfast is served at 8:30 AM. Business casual attire is appropriate. No jeans or sneakers please.

In-House Training Option

In-house, on-site training offers the added benefits of facilitated team interaction and a confidential environment where plans, processes, and policies can be openly discussed. Minimize travel costs and eliminate travel time. For contact centers with a number of staff development professionals, on-site training can maximize your training investment.

All-inclusive pricing for an on-site course delivered at your location is determined based on a "base fee" for up to four attendees, and a per person fee for each attendee thereafter.

  • Base fee for up to 4 participants - $15,995 includes:
    • 4-day instructor-led training course
    • All training materials
    • Materials shipping costs
    • Forms, templates, surveys, checklists and other tools to jump-start quality improvement initiatives
    • Instructor's travel and lodging expenses (for course deliveries in the continental US)
    • Certificates of completion
    • CQMP certification exam
    • Consulting support for certification projects by email and phone
    • Engraved, crystalline certification awards for candidates earning certification.
  • Additional participants - $1,195 each

Additional travel surcharges will be charged for travel outside of the continental USA and for seminars scheduled within three weeks, or paid for within three weeks, of the delivery date.

The customer site must provide suitable meeting space, any desired meals or refreshments, and the following presentation supplies:

  • Two easels with self-stick flip chart paper and markers
  • Projection unit and projection screen or monitor

Certified Quality Management Professional, up to 4 participants, $15,995
Additional Attendees, $1195 per person

For more training course options, see the entire Contact Center Training Calendar of dates and locations.

For more IT, technical and field support training course options, see the 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.

Become a certified callcenter manager

On-site, social-distanced private classes are available now

Register for a 2021 open-enrollment course today. Classes limited to 8 participants.

Dates, Locations and Registration

What some past attendees say...

"This is the training course and material we will use to start our Quality Assurance Program. It was more detailed than other programs or conferences I previewed. RCCSP is very knowledgeable with a tremendous amount of experience. This entire course was extremely beneficial."
-- Quality Assurance Coordinator, Basin Electric Power Cooperative

"The relevant, open, flexible discussion format provided significant education and insight into many facets of the customer service arena. This was really valuable for my personal growth. A worthy investment for our agency"
-- Quality Control Program Manager, U.S. Department of Defense, Finance and Accounting Services

"Very professional and competent as regards the instructor's ability and the quality of the course. I would train with RCCSP again, definitely, because of the proven ability of the instructor's knowledge and way of teaching, and the quality of the course."
-- Quality Assurance Manager, Multi Contact Ltd., Mauritius

"Very valuable. We will be putting structures in place for training and quality monitoring as a result of this course. The instructor is very experienced and takes time to explain and provide guidance to her audience. She is very professional, fun and focused. I totally enjoyed the experience. Practical and mentally taxing, this course gives you the opportunity to share in other attendees' experiences."
-- Quality Assurance Manager, Heritage Banking Company Ltd.

"I plan to confidently go forward with more 'official' standard operating procedures and implement a quality monitoring program. As a call center professional of over 19 years, I've realized there is so much more to learn. I would absolutely attend another RCCSP course."
-- Contact Center Director, Scottsdale Medical Imaging

"The training was intensive and very hands-on. It provided the insight we need - looking at the contact center from a different perspective. I gained a lot of terminology and ideas I can to put to use. This is a knowledgeable organization, with an abundance of information and years of practice."
-- QA Program Coordinator, Switchboard of Miami

"WOW - where do I start - this was very educational, covering many topics I would never even have thought of. Our center will be developing SOPs, training, nesting, true coaching, and using DiSC. If I may - Flippin' Awesome!"
-- Operations Management Consultant, DCF ACCESS, State of Florida

"This training program was more on-point than other contact center courses I've attended. It was very detailed and offered helpful information. I anticipate improving our coaching program as a result. Very professional."
-- Quality Analyst, Metro PCS

"A knowledgeable and professional organization with excellent ideas. I expect a revision of our training program as a result of the good ideas on process change."
-- Senior Director, Data Collection and Quality, Healthcare Information and Management Systems Society (HIMSS)

"RCCSP is an important resource for the industry. They take a deeper dive into the material."
-- Learning Consultant, Greater Twin Cities United Way 2-1-1

"I am very pleased to have learned about concepts that are based on a wide variety of scientifically proven research. This course was much more in depth in terms of content and implementation-ready tools."
-- Information and Referral Coordinator, Mansfield/Richmond County Public Library

"RCCSP is extremely knowledgeable in all things contact center. Reference materials are excellent. Instructor was professional and engaging. This course was very informative and held my interest. After attending, I will be developing program-specific refresher training and revamping the quality form for our quarterly quality reviews."
-- Program Analyst, Transportation Security Administration (TSA)

"RCCSP is very knowledgeable and trustworthy. Training dives deep into areas where managers and specialists can benefit to improve our contact center. We will be updating quality monitoring forms to help with behavior change."
-- Assistant Manager, Information and Referral, United Way

"This was very informative. We will see positive improvements in training, nesting programs, high-impact training, monitoring and coaching."
-- Medicaid Team Leader, UWASC

"The course materials and resources were very helpful. We will be making improvements to the Quality program, increasing cross training, and sharing knowledge with other departments."
-- Quality Assurance Manager, United Way of Greater Atlanta

"As a result of this training, I anticipate positive improvement in coaching, improvement in hiring and attrition, and improvement in the QA process."
-- Managing Director, Rollins, Inc.

"RCCSP's robust certification process certainly adds value to this training. The emphasis on passing an exam ensures the knowledge is retained and useful on the job. The certification project requirement ensures a positive return on investment to the business. I look forward to taking some of RCCSP's more advanced courses after this experience."
-- Manager, EHI Inc.

"Good info. I anticipate quality changes and a shift in focus off what we know already towards new initiatives as a result of this course."
-- Customer Service Manager, Zappos

"My initial thought was to verify if the Alliance certification carried any weight. But, after surfing the web for alternatives, I was referred back to RCCSP. By far the best!!"
-- Associate Contact Center Manager, ICF International

"This is way better than other training classes. The positive takeaways are too many to count."
-- Assistant Manager, CHS Medical

"The relevant, open, flexible discussion format provided significant education and insight into many facets of the customer service arena. Being new to management in a call center environment, this was really valuable for my personal growth. A worthy investment for our agency."
-- VQuality Control Program Manager, DFAS

"I expect to see better attention to the customer experience and increased quality as a result of this training. RCCSP is helpful, supportive and professional. I would attend another RCCSP course, to increase my knowledge base and help me be better at my job."
-- 2-1-1 Director, United Way of Salt Lake City

"The value of this training is huge. RCCSP is an impressive organization on providing training and mentoring. All the material we reviewed during the training was very complete and helpful, and delivered effectively."
-- Quality Assurance Assistant, 211 San Diego

"This course was designed to give us exactly the type of information that we needed to improve our contact center and our statewide system. The information was relevant, valuable, and backed by scientific evidence. I appreciated receiving best practices information -- the new stuff, but especially the information that I generally knew (or thought I knew) but didn't have the science to back up my actions! The RCCSP has done the leg work to provide us with information that we can share with our centers that has scientific backing -- giving us strength to take it back."
-- 2-1-1 Program Director, HandsOn Battle Creek

"As a result of this training, we will have better management of our staff resources. My impression of RCCSP is one of professional, knowledgeable experts!!! This is indeed Contact Center! Information"
-- QA Manager, 2-1-1 San Diego

"I expect an increase in coaching and quality assurance in our center following this training. It was extremely well prepared and researched, much more comprehensive than other call center training courses I've attended in the past."
-- Director, United Way of Greater Houston

"Very professional training course and company. We will be redesigning training and reviewing the QA process, starting with a SWOT analysis."
-- Quality Assurance Manager, Metro PCS

"I expect positive changes in the performance and efficiency of the call center as a result of this training. I would attend another RCCSP training in order to further my knowledge on practices applicable to the call center."
-- HR and Quality Manager, Multi Contact Ltd

"Very valuable. We will be putting structures in place for training and quality monitoring as a result of this course. The instructor is very experienced and takes time to explain and provide guidance to her audience. Practical and mentally taxing, this course gives you the opportunity to share in other attendees' experiences."
-- Quality Assurance Manager, Heritage Banking Company Ltd., Nigeria

"A knowledgeable and professional organization with excellent ideas. I expect a revision of our training program as a result of the good ideas on process change."
-- Senior Director, Data Collection and Quality, Healthcare Information and Management Systems Society (HIMSS)

"After attending, I am expecting a lot of really great small gains in terms of coaching and monitoring that will drive positive growth and capacity. I'm left with a positive, professional sense of RCCSP and their good work."
-- Assistant Director of Global Advising Center, Global Educators

"This course was excellent. The instructor provided a significant amount of crucial information in a manageable format. The quality of our customer services will drastically improve with the information received. RCCSP has a grasp on industry standards and provides creative tools to help centers meet and exceed them."
-- Call Center Supervisor, Prison Fellowship Ministries, Landsdowne, VA

"This class is a 5 out of 5. I learned quite a lot and am excited to share my knowledge with the rest of my team. I'll get a return on this investment, with continued improvements to mentoring and coaching of staff for upward mobility. I want to next attend the RCCSP Workforce Management Certification Boot Camp, Comprehensive Call Center Metrics, and the Call Center Engineering Certification course."
-- Call Center Director, Universal Companies, Abingdon, VA

Recommended Follow-on Courses:
Comprehensive Contact Center Metrics

Call Center Engineering 5-day Boot Camp

Call Center Workforce Management: Hands-on Boot Camp

Call Center Director Training and Certification
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