Achieve the Highest Level of Technical and Organizational Proficiency in Service Engineering

This program is designed for management professionals who are pursuing break-through quality, performance optimization, and operational improvements for their contact centers.  Don't miss this unusual opportunity to distinguish yourself in the workplace and take your contact center to new levels of achievement. Complete four Service Engineering training courses to earn your Call Center Six Sigma Master Black Belt credentials.

Overview

The series is designed to specifically address implementation of Six Sigma quality methodologies in contact center environments, both call centers and IT help desks. Participants completing the program will earn a specialized Call Center Six Sigma Black Belt certificate.

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. 

What is Six Sigma?

Today's call center strategic decision-makers and engineers use a Six Sigma design approach, metrics, and science to build and manage state-of-the-art call centers.  Six Sigma is a rigorous and proven business design methodology that uses science, data and statistical analysis to improve business performance. With the goal of increasing profits by eliminating mistakes, waste, and rework, Six Sigma provides a means to identify and prevent process variation , or defects, to improve the predictability and success of business processes.

What You Will Learn

1. Metrics

• How to prepare your call center’s metric blueprint
• Key metrics every call center manager must track to assure an effective organization.
• Division of labor and its impact on information and decision-making
• The different information requirements of strategic and tactical decision-makers
• Statistical techniques that dramatically improve strategic and tactical effectiveness

2. Reporting

• Types of call center reports and formats
• Which reports are appropriate to different types of decisions
• How to read and use reports, charts, and graphs
• The difference between raw data and information
• Statistical techniques that make your call center reports more valuable
• How to read data and convert it into information for improved decision-making

3. Cause and Effect Analysis

• Causal relationships and how to anticipate them
• Business life cycles and the phases of the S-curve.

4. Six Sigma Design

• How Six Sigma design applies to the call center and support center world
• What issues exist in IT help desk design and reengineering
• How to use proactive methods to design or reengineering your center
• How to achieve optimal performance, cost, and productivity
• Principles and concepts for building in flexibility for future change
• The science behind effective help desks and call centers

5. How to Develop and Use Effective Service Level Agreements

• The multi-dimensional aspect of service level agreements
• Where SLAs must be used and how to establish one
• The strategic impact of SLAs and how they affect every person in your center

6. Strategic Support Center Engineering and Reengineering

• Tools and techniques for developing process sequences, setting targets, and leveraging technology
• How to use factoring to organize your processes, services, and products

7. Getting the Center to Function as a Team

• The definitions of operational and support roles
• How to setup an effective communication system
• Tools that provide a shared graphic language for a high performance knowledge dissemination system

8. Tactical Process Engineering Methods

• How to calculating the correct staffing requirements
• Proper deployment of resources

9. Culture Change Management

• Culture change
• Implementation plan
• Applying soft skills
• Strategy of divide and conquer
• Plans that minimize risk and maximize return

10. Financial Management

• How finance and accounting techniques work and how they can impact your project
• Understanding revenue, total cost, budgets, committed, cost to date, open commitment, estimates to complete, and estimates at completion from the engineer’s prospective
• How to report the financial status of your project, the problems you are encountering, your plan of action and the projected outcome
• Control and predict cost and estimates at completion.

11. Structural Analysis and Design, Factoring, and Queuing Tools

• Functional structure to your operation is the most important issue to
• It is easy to make thing hard but it requires hard work to make thing easy
• Structure is the key to simplification
• Learn how to factor your organization to build the operational structure

12. Infrastructure Requirements and Ergonomics

• Functions required to setup your center
• Agent station design
• Team design
• Using layout to integrate a cohesive team

13. How to Use Analysis Tools

• Variability, sum of squares, descriptive analysis
• Interval analysis, central limit, and sampling
• Comparative studies and variability studies

14. How to Developing an Effective Design for Testing and Analysis

• The four steps to a testing plan
• Hypothesis testing
• Sample size determination
• What you can and cannot do with testing

15. How to Perform Trending and Forecasting

• Tools of regression and cycles
• Traffic analysis and forecasting workloads
• Staffing

16. Understand Outsourcing Issues

• Prerequisites
• Design issues
• The requirements to assure success
• Understand when to outsource

17. How to Use Training, Career Migration and Career Paths to Affect Rapid Agent Deployment

• Understand the two ways to obtain the staff you need
• Training
• Career pathing
• Career migration

Call Center Six Sigma Master Black Belt Certification The Six Sigma Master Black Belt represents the highest level of technical and organizational proficiency in Service Engineering.  Those awarded the certification must complete rigorous training on the Six Sigma methodology, and learn the skills and tools required to teach Six Sigma philosophies and implement Six Sigma within an organization.

Who Should Participate

This certification series 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.

Certification Program Curriculum

This program is designed to specifically address implementation of Six Sigma quality methodologies in contact center environments, both call centers and IT help desks. Participants completing the program will earn a specialized Call Center Six Sigma Black Belt Masters certificate.

Candidates for the Call Center Six Sigma Master Black Belt must complete four courses in sequence:

	Course	Duration
I.	Call Center Metrics, Data Analytics and Reporting	3 days
II.	Designing Six Sigma Support Centers	2 days
III.	Financial Management for Call Center Professionals	Self-Paced
IV.	Call Center Six Sigma Master Black Belt Capstone Course	4 days

Candidates may enroll in each course separately, or into the entire series under the Fast Track Savings Plan.  Courses I & II may be attended back-to-back during a single week by enrolling in the Certified Call Center Engineering 5-day Boot Camp.

Course Delivery

Courses I, II, and IV are taught in a live instructor-led classroom format in cities across the United States.   Black Belt candidates may attend courses I and II in the same city, back-to-back in one week, or in different cities one or more months apart.  Course III is available in an online, university-level learning format, with instructor guidance and testing provided through the University of Arizona in Tucson.  Course IV, the Six Sigma Black Belt Capstone Course, is offered twice a year.

Registration Fees

Courses may be purchased separately, or courses I & II may be purchased together at a savings by enrolling in the 5-day Call Center Engineering Certification Boot Camp.  The complete Call Center Six Sigma Black Belt Certification series may be purchased at one time under the Fast Track Savings Plan at a substantial savings.

Live, instructor-led classroom courses include the seminar, course materials, and refreshments each day. Dress is business casual.  Laptops are optional. Classes begin at 9:00 AM and end at 5:00 PM each day

Register securely online with confidence or please call (708) 246-0320.

Fee and Scheduling Options

	Course	Duration	Fees
I	Call Center Metrics, Data Analytics & Reporting	3 days	$2,395
II	Designing Six Sigma Support Centers	2 days	$1,795
III	Financial Management for Call Center Professionals	self-paced	$1,295
IV	Call Center Six Sigma Master Black Belt Capstone Course	4 days	$4,790
I & II	Call Center Engineering Certification Boot Camp	5 days	$4,195
I - IV	Call Center Six Sigma Black Belt Certification Series	~ 94 hrs.	$8,995

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.