Real Training ~ Real Work ~ Real Results

You won't experience a more comprehensive, productive or rewarding learning experience in your entire contact center career.

RCCSP's highly-acclaimed Call Center Management Boot Camp is a personalized, total-immersion learning experience.  Attend 4 days of intensive management training, then apply your new skills and knowledge in a 1-day, hands-on workshop. You are guaranteed to return to work with a real process improvement or performance improvement project, selected and developed by you for your contact center or service desk.

• Comprehensive contact center management training, tailored and personalized to each participant
• Hands-on work time with one-on-one professional guidance and no distractions
• Instruction by RCCSP Professional Education Alliance operations consultants with expert qualifications and decades of field experience in customer care
• A toolkit of forms, templates, checklists, sample documents, software, a 300-page reference manual, and more, to increase your productivity.
• Your accelerated path to Certified Call Center Manager (CCCM) certification

Call Center Management Certification Training Course Highlights:

• Assess your contact center's capabilities
• Design a Standard Operating Procedures manual
• Understand call center metrics
• Learn what to measure, track, and report to drive performance
• Create a scorecard for reporting agent and overall call center performance
• Conduct a customer satisfaction survey
• Focus on the most critical call center technologies
• Cultivate a professional call center workforce
• Forecast call workload and optimize agent schedules
• Manage absenteeism and agent utilization
• Use Erlang formulas and workforce management tools
• Identify causes of turnover, costs of turnover, and methods for improving agent retention
• Build successful motivation and retention programs
• Establish a training process for new hires
• Introduce continuous quality improvement in your center
• Implement a quality monitoring process
• Conduct constructive coaching conversations that get results
• Complete an improvement project for your center that will truly impact performance and get noticed
• Prepare a persuasive business case
• Analyze call center project costs, benefits, risks, and returns
• Design your work project and business case with the guidance of expert consultants

Training Course Overview

This 5-day learning experience is perfect for management professionals making a lateral move to a call center, as well as those charged with call center planning, oversight, the task of building a new center, or improving an existing one.

5-Day Call Center Management Training Activity Plan

This one-of-a kind total immersion training course introduces the processes and performance factors that underlie today's world-class call center. The curriculum covers in-the-trenches management techniques, methods, processes and best practices for every single major contact center function and management responsibility. Learn how to pinpoint areas of opportunity for significant improvement and exactly what to do to generate change and positive results.

You will then be put through the paces in a hands-on workshop. Work on the call center process or performance improvement project of your own choosing with one-on-one guidance from an experienced RCCSP contact center operations consultant.

With new management knowledge, access to a pro, and equipped with a toolkit of checklists, templates, forms, action plans, and sample formats; every attendee returns to the contact center with completed plans for a call center improvement, including project objectives, a thorough business case proposal, and the implementation strategy.

Take the Fast Track to Contact Center Management Certification Boot Camp

Call Center Management Boot Camp was specifically designed to fast track CCCM certification candidates through project selection, analysis and planning phases of their contact center work project -- a requirement of CCCM certification. For those pursuing professional credentials, Boot Camp can cut months off the process.

Training Course Modules

• Call Center Capability Assessment and Analysis
• Call Center Metrics
• Key Performance Indicators and Performance Scorecards
• Call Center Technology
• Forecasting and Scheduling
• Hiring and Staffing
• Training and Retention
• Coaching for Improved Performance
• Quality Monitoring
• Performance Improvement Project Management
• Preparing a Thorough Business Case
• One-on-One Consulting and Guidance
• Strategic Presentation and Persuasion
• Management Career Planning and Continuing Education
• Certification Exam Review and Preparation

Some of the Deliverables and Tools

• Current call center assessment and capability analysis
• SWOT analysis template for assessing strengths, weaknesses, opportunities, and threats for your center
• Templates for creating service level and operating level agreements
• Template for creating a standard operating procedures manual
• Revelation by RCCSP™ - a leading workforce planning, scheduling, and performance analysis software tool.
• Quality monitoring form templates
• Sample metrics reports and tools
• Skill needs analysis template
• Phone screening interview template
• Interviewing questions based on skill needs
• Sample hiring letter
• Sample rejection letter
• Sample customer satisfaction survey tools
• Coaching discussion planner template to plan and script coaching discussions based on readiness levels
• 3 days of instructor led training, with activities, discussion, and practical application of new skills
• Student course manual and call center management reference
• CD containing tools, templates, and software used in class
• Post-course instructor coaching and email support

Who Should Participate

Managers charged with making noticeable performance improvements within their center, or establishing best practice processes, and those who wish to earn an internationally recognized Contact Center Management Certification Boot Camp.  The Boot Camp is ideal for:

• Supervisors, managers and executives
  • Being transferred into the call center
  • Responsible for improving contact center performance
  • Responsible for re-organizing the processes of an existing center
  • Charged with designing and implementing a new call center department or business
  • Executives that oversee contact center performance and customer satisfaction strategy

Prerequisites

There are no prerequisites for this total immersion course.

Materials are in English, and attendees must possess a high level of English fluency.

Attendees should bring a laptop to class, and have access to documentation available from their center such as ACD reports, current metrics, scorecards, standard operating procedures, front-line training guidelines and manuals, quality scorecards, monitoring forms, hiring plans, job descriptions, or interviewing guidelines and tools, etc.

Agenda

Day 1

Introduction

• Introductions and overview of the CCMBC course
  • Goals and learning objectives for the CCMBC course

Chapter 1 - Call Center Capability Assessment and Analysis

• Perform a current assessment of your call center's operations and your own capabilities as a call center manager
• Understand the five levels of process area capability
  • Compute capability levels for each of your call center's process areas
  • Identify areas most in need of improvement
• Determine your contact center's Corporate Maturity Model (CMM) score and what it means
• Understand the use of Service Level Agreements (SLAs) and Operational Level Agreements (OLAs)
  • How to create and manage SLAs and OLAs
• Perform a call center SWOT analysis
• Define a call center vision statement
• Define your center's service mission
• Identify and document near-term strategies for your center

Chapter 2 - Call Center Metrics Part I: Call Center Metrics in Detail

• Understand the difference between metrics and Key Performance Indicators
• Classify metrics for a performance management scorecard
• Learn all the most commonly used call center metrics and performance indicators
  • A definition of the measure
  • Useful scorecard classifications
  • How to calculate the measure
  • How to use the metric or KPI in managing the call center
  • The relationships between key metrics
  • Establishing call center metric target values
  • Evaluating results

  ABA - Abandonment Rate ACW - After Contact Work AUX - Auxiliary Time Available Time AHT - Average Handle Time ASA - Average Speed of Answer Attrition Rates ATT - Average Talk Time Blockage Calls in Queue Contacts per Agent Conversion Rates CPC - Cost Per Contact Customer Satisfaction

  Employee Satisfaction Error Rates FCR- First Contact Resolution Forecasting Accuracy Hold Time Idle Time OCC - Occupancy Quality Schedule Adherence Schedule Efficiency Self-Service Utilization SL - Service Level Staff Shrinkage Transfer Rate

• The Life of a Call
  • Call arrival
    • Blocked contacts
    • Extended wait times
    • Self-service
    • Abandoned calls
  • Call processing
    • Average speed of answer
    • Average talk time
    • After contact work
    • Hold time
    • Average handle time
  • Call disposition
    • First Contact Resolution
    • Transfer rates
    • Conversion rates
    • Error rates
  • Productivity
    • Contacts per agent
    • Closed tickets per analyst
• Managing resources
  • Schedule adherence
  • Auxiliary time
  • Available time
  • Idle time
  • Occupancy rate
  • Agent utilization

Day 2

Chapter 2 - Call Center Metrics Part 2: Key Performance Indicators and Performance Scorecards

• Customer satisfaction
  • Setting satisfaction targets
    • Industry targets for customer satisfaction
  • Conducting a customer satisfaction survey
  • Establishing the goals of the survey
  • Determining the survey sample
  • How to select the customers to be surveyed
  • Types of new and existing customers and feedback they can offer
  • Surveying former and prospective customers
  • Selecting an interviewing methodology
    • Written
    • Telephone
    • Verbal
    • Electronic
    • Focus group
  • Surveying frequency
    • Transaction surveys
    • Ongoing surveys
    • Spot surveys
  • Alternate survey method advantages and disadvantages
  • Designing the questionnaire
    • Common survey question formats and examples
    • Rating scales and agreement scales
  • Data analysis and reporting
  • Communicating the findings
    • Results
    • Findings and conclusions
    • Follow-up actions with customers and key stakeholders
• Cost per Contact
  • Calculating cost per contact
  • Calculating cost per contact by channel
  • Managing cost per contact and cost variance
  • Benefits and responsibilities of access to the call center budget
    • Budgets and expense category examples
  • Strategies for controlling cost per contact and areas to target for cost reduction
• First Contact Resolution (FCR)
  • What you can learn from FCR
    • Correlations
  • Factors that affect FCR
  • How FCR is tracked and measured
  • How to improve FCR
    • Specific areas you can investigate that positively impact FCR
• Quality
  • Quality defined
  • Quality monitoring mission
  • Goals of a quality program
  • Implementing a quality assurance program (Chapter 8)
• Abandonment metrics
  • Abandonment metric myths
  • Calculating abandonment rate
  • How to interpret meaningful information from abandonment rates and bail rates
    • Time series analysis
• Creating an actionable KPI scorecard
  • Actionable process metrics
  • Investment, capacity, and utilization
  • Efficiency
  • Productivity
  • Effectiveness and ROI
• Conducting the KPI Stakeholder Impact Analysis
  • Identifying the stakeholders
  • Capturing stakeholder objectives and interests
  • Evaluating the stakeholders' impact on KPI's
  • Assessing stakeholder influence
  • Assigning priorities to stakeholders
  • Identify assumptions and risks
• Strategies for reporting and marketing call center successes
  • Customer satisfaction
  • Quality scores
  • Agent performance
  • Key Performance Indicators
  • Stakeholder objectives

Day 3

Chapter 3 - Call Center Technology

• The role of technology in the call center
• Tracking the flow of calls through various technologies
• Call arrival and delivery technologies
  • Public Switched Telephone Network
  • Private Branch Exchange
  • Voice over Internet Protocol
  • Automatic Call Distribution
    • Skill-based routing
    • Priority-based routing
  • Interactive Voice Response
    • Prompts, scripting and dialogue design
    • Best practices for creating IVR scripts
  • Computer Telephony Integration (CTI)
• Key roles technologies play in today's contact center configurations and business models
  • Single/Centralized vs. Multi/Decentralized
  • Domestic and offshore
  • Virtual
  • On-demand
  • Remote agents and home workers
• The pros and cons of virtual call centers
  • Benefits and risks of virtual call center reps
  • Business considerations before adding virtual reps
  • What to include in your Telecommuting Standard Operating Procedures manual
• Workforce management software tools

Day 3

Chapter 4 - Forecasting and Scheduling

• Forecasting future call center volume and demands
  • Key forecasting principles
  • Metrics that effect forecasting
  • Forecasting limitations
  • Volume variation patterns that can facilitate forecasting
  • Planning for the forecasting process
    • Time intervals that correspond to variations in call volume
    • Selecting a forecasting time horizon
    • Planning for unanticipated changes or events
    • Assessing forecasting risks and hazards
    • Performing analyses
    • How and when judgment and intuition play a role in forecasting
• Forecasting call center agent workload
  • How to collect workload metrics
  • Analyzing historic call volumes and predicting variations and trends
  • How to calculate and forecast future workload
• Forecasting required staffing levels
  • Calculating staffing requirements using the Erlang C formula
  • Shrinkage and how it impacts call center productivity
    • Causes
    • How to correctly calculate shrinkage
    • Opportunities for controlling shrinkage
    • Developing a plan for controlling shrinkage
  • Adherence to schedule and how it impacts the call center
    • Schedule adherence variances
    • Calculating schedule adherence
    • Tactics for improving agents' adherence to schedule
• Maintaining your agent workforce capacity
  • Controlling internal and external attrition
  • Contact center productivity targets that lead to burnout and stress
  • Normal turnover vs. agent churn
  • Controllable and uncontrollable absenteeism and what to do about each
• Creating optimal staffing schedules
  • Schedule optimization techniques
  • How to use workforce management software
  • Easy workforce management tools that costs little and do and great job
• Developing an action plan for improving forecasting and scheduling in your call center

Chapter 5 - Staffing

• Building your call center staff using the RCCSP 10-Step Staffing Model
• Assessing current staffing conditions
  • The current staff hiring process review
  • How to determine skill gaps
  • Current attrition and its impact
    • Calculate the cost of attrition
    • Examine causes of attrition
    • Developing a plan to reduce attrition
    • Attrition do's and don'ts checklist
  • The exit interview process
  • Working forecasted staffing requirements and workforce management practices into the process
• Preparing the business case
• Perform an Agent Skills Analysis
• Perform an Agent Skills Gap Analysis
• Call center job descriptions
• Conducting an agent search
  • Methods of searching for qualified candidates
  • HR Operating Level Agreements and establishing parameters of support
  • Techniques for developing an employee referral program
• Pre-screening processes
• Correct use of candidate testing and assessments
  • Developing a testing process
  • Types of pre-employments skills tests and other assessments
• Simulation and observation techniques in hiring
  • Developing the process
  • How to select appropriate simulations
  • Methods of observation
  • Observation planning steps
• Face to face interviewing
  • Behavioral-based interviewing techniques
  • How to align the interviewing process with the job skills analysis
• The job offer
  • Verifying criteria for employment
  • How to draft effective offer and rejection letters

Chapter 6 - Training and Retention

• The impact of an effective training program
• Preparing the business case
  • Appropriate budget allocation for training
  • How to evaluate the current training plan and its effectiveness
• The continuous improvement call center agent training cycle
  • New hire training
  • Nested transitional training
  • Up training
  • Refresher training
• How to develop and communicate standard operation procedures
• A training program development design methodology
• Analysis of call center training needs
  • How to conduct a training needs analysis
  • Identifying training program stakeholders
  • Prepare a Stakeholder Impact Analysis
• Training program design
• How to establish training goals and objectives

Chapter 7 - The Quality Monitoring Process

• Establish the quality requirements for your call center
  • Quality management defined
  • Defining the organization's concept of quality
  • Developing a quality monitoring program mission statement
  • How to define quality monitoring standards
  • Aligning quality objectives with customer satisfaction
  • How to communicate quality monitoring goals and value to agents, customers, and management
• Designing a quality monitoring form
  • Build a new monitoring form based on seven best practices
  • How to determine and categorize characteristics of a call that lead to quality
  • Guidelines to be used in evaluating call quality
  • Monitoring forms that incorporate the key service categories and call components
  • Creating a quality monitoring scoring system
  • How to define agent scoring objectives
• Establishing quality team responsibilities and parameters
  • Who monitors
  • How often should calls be monitored
  • Who provides post-monitoring coaching
  • The volume of calls to monitor
  • Methods by which call can be monitored
  • Determining the frequency and timing of call monitoring activities
• Performance evaluation standards
  • Performance measures for the quality monitoring process
  • Performance measures for 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
  • Standard deviation and uniformity of scoring -- how they relate
  • How to compute and use standard deviation to improve quality in monitoring
• 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

Day 4

Chapter 8- Coaching for Improved Performance

• 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
  • The coaching situation statement
  • Determining a person's disposition based on motivation and performance levels
    • The four dispositions
  • 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 for team leads and supervisors
    • The 11-step coaching self-assessment
    • 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
    • Active listening
    • Proactive questioning
    • Positive tone, words and body language
  • Notes, review, and good summarization techniques
• Post-coaching follow-up action planning
• Fine-tuning your communication skills
  • Learn how to communicate effectively with different communication styles
  • Assess your communication style in class using the "Classic" (i.e. non-abbreviated) DiSC Communication Style assessment
  • Strategies you can use to better communicate and adapt to others' communication styles

Day 5

The final day of Call Center Management Boot Camp is spent applying knowledge, skills, techniques, and tools learned in the classroom to a real-world contact center management project.

This day opens with an overview of project selection strategies and analyses. The balance of the day is spent working on the business plan for the project to be implemented.

Chapter 9 - Performance Improvement Project Selection

• Factors effecting management's evaluation of contact center performance
  • Customer loyalty and retention considerations
  • Corporate marketability
• Components of contact center value
• Management initiatives and effects
• Selecting and prioritizing performance improvement projects
• How to identify high-impact, affordable, worthwhile improvement projects
  • Financing criteria
  • Staffing requirements
  • Impact criteria
• Selecting your CCMC certification project

Chapter 10 - Preparing the Business Plan - Open Workshop

Participants will have open and unlimited access to RCCSP contact center consultants throughout day 4, as they work on their process or performance improvement project of choice, and prepare the business case for that project.

This is a hands-on work day.  Participants will have full access to project planning formats, templates, examples, tools, checklists, spreadsheets, and other documents to help accelerate completion of their work.  Most participants will fully organize or complete portions of the required business case and proposal, workplans, cost estimates, time tables, SWOT analyses, stakeholders analyses, project staffing plans, and metrics by the end of the boot camp.

Using knowledge and tools learned during the preceding three days, participants are prepared to complete:

• Executive Summary
• Project Definition
  • Including the issue statement or opportunity statement
• Project Overview
  • Project Description
  • Goals and Objectives
  • Performance Measures
  • Assumptions
  • Limitations
• Project Evaluation
  • Business Impact Analysis
  • Statement of Initial Risks and Considerations
  • Financial Analysis
  • Financial Metrics
  • Return of Investment Analysis
• Project Workplan
  • Proposed Phases and Tasks
  • Resources Assigned by Task
  • Estimate of Work Hours by Task
  • Tasks Completion Target Milestones
  • Interim Completion Date Targets and Project Timeline
• Business Conclusions and Recommendations

Chapter 11 - One-on-One Consulting - Open Workshop

The day opens with a work session to finalize business cases and presentation strategies, including one-on-one counseling and help from RCCSP consultants.

Chapter 12 - Business Case Presentation Strategies - Open Workshop

Workshop participants will present, discuss and refine their project business cases in an informal practice environment.

• Setting the pre-presentation stage
  • Pre-selling the project
  • How to cultivating support in advance of the formal presentation
  • Profiling the communication styles
• Get ting in sync with the latest corporate strategy
  • Speak their language
• Getting to the point

Certification and Testing

The Certified Call Center Manager (CCCM) certification is officially recognized by the RCCSP Professional Education Alliance as well as the contact center professional community in the US and abroad.

The certification process consists of three parts:

• Class attendance
• Achieving a passing score on the online certification exam
• Completion of a certification project

Class Attendance: Participants will complete a three- or five-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 for approval within two weeks of completing the certification exam.

To increase the likelihood of every participant successfully completing the certification project, feedback will be provided by the Certification Project Review Committee for the first four weeks after project submission. The Certified Call Center Manager (CCCM) certification will be awarded upon approval and acceptance of the candidate's completed project.

In-Person Classroom Course: What's Included, Fees, Start and Stop Times

The per student registration fee for this program is $5,995 and includes:

• 4-day instructor-led training course
• 1-day hands-on workshop with one-on-one guidance
• All training materials
• USB-based tool kit of forms, templates, tools, software, benchmarks, assessments, references and more
• Course certificate of completion
• Certification exam
• Morning coffee, lunch and afternoon refreshments each day (open-enrollment classroom sessions)

Classroom session begin at 9:00 AM and ends at 5:00 PM each day. Morning coffee service is served at 8:30 AM. Business casual attire is appropriate. No jeans or sneakers please.

Private One-on-One Virtual Course: What's Included, Fees, Start and Stop Times

Do you have important impending decisions to make concerning your center? The combined consulting and training format of RCCSP's Private One-on-One Virtual Call Center Management Boot Camp may be just the answer. Train and work one-on-one with an RCCSP executive consultant over eight personalized half-days. You will complete a tailored call center manager certification training course focused on what's most important for your planning and decision making, and receive expert guidance on your real-world certification project . Private One-on-One Virtual Call Center Management Certification Boot Camp offers RCCSP's premier learning experience.

The registration fee for this private program is $6,495 and includes:

• Pre-course 1-hour consultative phone call with instructor
• Seven four-hour online sessions of private instructor-led training, delivered over two consecutive weeks
• Personalized one-on-one consultative guidance throughout the course, and as needed while completing a certification project for your center
• All training materials
• USB-based tool kit of forms, templates, tools, software, benchmarks, assessments, references and more
• Course certificate of completion
• Certification exam

Private One-on-One Virtual Boot Camp meets sessions meet for a half day, 9:00 AM CST to 1:00 PM CST, Tuesday through Friday, for two consecutive weeks. Attendees will be given daily homework assignments for completion after class.

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

Seminar Schedule

Jan 27-31, 2025	Orlando, FL	Embassy Suites International Drive Convention Center
Jun 9-13, 2025	Chicago, IL	Centennial Center, Schaumburg

In-House Training Option

In-house, on-site training offers the added benefits of facilitated team interaction; a confidential environment where plans, processes, and policies can be discussed in private; minimized travel costs; and little or no travel time.  For support centers with a number of managers and supervisors, on-site training can maximize your training investment and your process improvements.

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.  On-site fees are all inclusive:

• Base Fee for up to 4 participants - $19,995 includes:
  • 5-day instructor-led training course
  • All training materials
  • Instructor's travel and lodging expenses (for onsite presentations of 18 or less participants, in the continental US)
  • Certification exam fees and certificates of completion
  • E-mail and phone support to provide post-course certification project guidance
• Additional participants - $1895 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 onsite delivery date.

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

• Flip chart easel with self-stick-backed flip chart paper pads and markers
• LCD projection unit and projection screen

Request In-House Training

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.