Is Your Call Center World-Class?

In today's highly competitive customer service industry, call centers must establish themselves as first-rate service providers

This three-day course will explore best practices and procedures for the call center, with a strong focus on successfully managing your call center's most important resource - it's people.

The Call Center Manager Certification course was designed to give experienced supervisors and new call center managers the building blocks needed to establish and maintain a world-class call center. Participants will build an essential framework utilizing the definition, value and objectives of a successful call center. Once the foundation is established, participants will investigate recruiting strategies specific to call centers, methods for developing and measuring training programs, and the process for developing a quality assurance program designed to measure call center performance.

In order to sustain a world-class call center, it is essential for managers to effectively recruit agents and supervisors, institute a quality training program and efficiently manage their team.  Managers will learn these skills in the Call Center Manager Certification course. Whether establishing a new call center or rejuvenating an existing one, course attendees will gain a renewed vision for leading their team.

Throughout the seminar, participants will be encouraged to exchange valuable information and ideas with each other. Solutions to specific call center challenges will be analyzed, discussed, and resolved within the group.

This US management seminar will be delivered in English.

Agenda

Creating a World-Class Call Center

• The Three Driving Forces
• Framework for a World-Class Organization
• Establishing a Strategy Statement
• Creating Effective Service Level Agreements (SLAs)
• Creating Standard Operating Procedures
• Aligning the Call Center's Framework

Call Center Basics

• What is a Call Center?
• In-house vs. Outsourced Call Centers
• Impact of the Internet
• Call Center Terminology
• Call Center Staffing Models
• Select New Call Center Technology

Call Center Tools and Technology

• What are ACD, IVR, and CRM?
• Impact of ACD, IVR, and CRM
• e>Support Tools

Staffing the Call Center

• 'Contract to Hire' Strategy
• Assessing Qualifications
• Conducting the Applicant Search
• Screening Applicants
• Interviewing Strategies
• Making Sound Hiring Decisions

Training Call Center Professionals

• The Adult Learner
• Call Center Training Methods
• Evaluating Current Training Programs
• Measuring Training Effectiveness

Establishing a Quality Program

• Where to Start
• Project Implementation Mind Map
• Caution Points

Managing a Successful Call Center Team

• The Management Cycle
• Explaining Effective Management Behaviors
• Understanding Your Current Management Style
• Power-Based Management
• Coaching a World-Class Call Center Team
• Applying Positive Progressive Discipline
• Managing Call Center Support
• Supporting Group Service Level Agreements
• Call Center Financials Overview

Who Should Attend

This class is designed for experienced call center supervisors, all call center managers, and business executives and leaders new to the call center function. At a minimum, attendees should be familiar with the basic concepts of the call center, its purpose and the primary tasks it performs.

Certification

The CCM certification consists of two parts: class attendance and a certification exam. Seminar attendees will have four weeks from the class date to complete the web-based certification exam. Candidates are given 2½ hours to complete the 75-question exam and must achieve at least 85 percent accuracy in order to obtain certification. If necessary, a Certified Instructor will review the exam and help the candidate plan for success.

The CCM Certification is an industry-developed certification recognized by two long-standing and respected certifying bodies.  STI Knowledge developed the course material and administered the testing and awarding of CCM certification since 2003. Beginning in the fall of 2006, the Help Desk Institute, the oldest and largest international customer support association and certification body in the world, began administering and conferring the CCM certification.

You're in Good Company

Some of the many companies that have sent their supervisors, managers, directors and executives to this training program include:

One Call Medical Inc. Centers for Medicare and Medicaid Services (CMS) Blue Bross Blue Shield of Michigan WellCare HMO Nemours Midwest Health Plan Keystone Mercy Healthplan Horizon New Jersey Health CareContinuum Martin's Point Healthcare Kentucky Higher Education Student Loan Program Texas Guarenteed Student Loan Corporation Family Services Employee Assistance Program Amerisight 24 Hour Fitness Nutrisystems CHEP USA Foundation Surgery Affiliates FTD Avantair Security Force Yipes Enterprise Service Inland Real Estate Public Storage Contact Consulting Services Almo Corporation Computer Technologies and Services Grupo Empresarial Radio Mensajes Viking Range EMCO Building Products Qualex Sara Lee Coffee & Tea Souther Wine and Spirits Haband J.V. Manufacturing Inc. Parket Steel Company Kantun Corporation US Stamp and Sign Duncan Systems ADVO Inc. ACS Synergies Solutions United Nearshore Operations Contacto Directo Global Access E-Call Services Dominicana Peryam and Kroll Research The Express Group

Allstate Bank JP Morgan Chase Peoplesbank Asociacion Popular Banco Leon Banco de Credito de Peru Charter Oak Federal Redstone Federal Credit Union E-Trade Financial The LoanLink Center Capital One Auto Finance United National Insurance 21st Century Insurance Farmers Insurance Batelco (Bahamas Telecom) Oceanic Digital Jamaica / MiPhone American Red Cross Assist America National Housing Trust American Board of Family Medicine Palace Indian Gaming Center City of Northglen City of Chatanooga City of Atlanta Australian High Commission US Air Force US Department of Defence Finance and Accounting Service US National Air and Space Intelligence Center US Patent and Trademark Office Army & Air Force Exchange Service Jacksonville Transportation Corporation de Zona Francas Nortel Networks Digital River Inc. Western New York Computing Akibia VESystems Bechtel Nevada SkillJam Technologies Intercontinental Hotels Group Anne Arundel Community College Pontificia Universidad Católica Madre y Maestra Amgen Caremark

Location

Hotel Santo Domingo
Ave. Independencia esq. Ave. Abraham Lincoln
Santo Domingo, Dominican Republic
Tel: (809) 221-1511

Click here for directions to the facility and nearby hotels

What’s Included

The registration fee includes the seminar; course manual; one administration of the online CCM certification exam; and continental breakfast, lunch, and afternoon refreshments each day.

Seminar Start and Stop Times

Class begins at 9:00 AM and ends at 4:00 PM each day. Please arrive early on the first day to register and network with your fellow attendees.

Registration Fees and Discounts

The per student registration fee for this seminar is $1,795 USD, and includes the seminar, course materials, certification exam, and continental breakfast, lunch, and refreshments each day.

An additional charge applies for use of Spanish interpretation headsets and equipment.  Please inquire about this service.

Some discounts may be available through industry associations, industry product and service providers, and some educational institutions. If you have a promotional code, you will have an opportunity to enter the code on the second screen in the registration process.

To register, click on the "Book Now" button or please call (809) 715-4147

Private On-Site Training Options

This seminar can be delivered privately on-site at your location. For on-site seminar details and pricing, please e-mail the Resource Center at:
service@the-resource-center.com.

Payment is due prior to the 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 member of your company at no additional charge.  Registrants cancelling within fourteen days of the seminar will receive credit, less administrative fees of $400, toward any other Resource Center seminar.  In the unlikely event that a seminar must be cancelled, you will be notified at least one week prior to the seminar date. Seminar provider is not responsible for losses due to cancellation including losses on advanced purchase airfares.