5 in-person days, or 8 virtual half-days of instructor-led training, includes certification exam - $4,995
On-site delivery available ~ Private one-on-one virtual option ~ Private onsite executive level course
Professional
Education
Alliance
| Call Center
Manager Training and Certification 5 in-person days, or 8 virtual half-days of instructor-led training, includes certification exam - $4,995 On-site delivery available ~ Private one-on-one virtual option ~ Private onsite executive level course |
RCCSP Professional Education Alliance |
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Overview Learn the art and science of contact center management. Hone tactical skills you can utilize every day. Jump-start your center's improvement initiatives. And, earn the industry's most prestigious credential. Attend the most popular management certification program in the call center industry. The curriculum focuses on comprehensive skills and knowledge necessary to manage a small, midsize, new, or challenged center. Course content covers tactical management responsibilities, from the most fundamental tasks of hiring, training, coaching, maintaining morale, forecasting, scheduling, and using performance metrics; all the way through quality assurance, cost management, strategy, leadership and more. Each participant is put through the paces in this hands-on course, with self-assurance and confidence-building as instructional objectives. Hands-on tools, software, a forms library, benchmarks, and action plans used in class are packaged up for the participant to take back to the office so that newly learned skills and methods can be immediately applied. What You Will Learn Participants will learn to:
Course Chapters Chapter 1 - Strategy and Assessment Chapter 2 - Metrics and Key Performance Indicators Chapter 3 - Call Center Technology Chapter 4 - Forecasting and Scheduling Chapter 5 - Staffing Chapter 6 - Training and Retention Chapter 7 - Quality Monitoring Chapter 8 - Coaching and Communication Chapter 9 - Call Center Project Planning Deliverables and Tools
Who Should Participate The RCCSP Call Center Manager Certification training course is ideal for new and experienced contact center supervisors, managers, and executive with call center oversight, who wish to improve their skills and earn an internationally recognized certification, including:
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 - Introduction and Call Center Assessment
Day 2 Chapter 2 - Metrics and Key Performance Indicators
Day 3 Chapter 3 - Call Center Technology
Chapter 4 - Forecasting and Scheduling
Chapter 5 - Staffing the Call Center
Day 4 Chapter 5 - Staffing the Call Center (continued)
Chapter 6 - Training and Retention
Chapter 7 - The Quality Monitoring Process
Day 5 Chapter 8 - Communication and Coaching for Improved Performance
Chapter 9 - Performance Improvement Project Planning
Certification and Testing The Certified Call Center Manager (CCCM) 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:
Demonstration of Learned Skills: Participants will complete a three-day instructor-led training course, where they will participate in hands-on learning and group exercises and demonstrate competencies 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 knowledge-assessment certification exam. Certification Exam: After the course, participants will have four weeks in which to take the online knowledge assessment 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. Topics will include items covered in the certification class such as creating and implementing:
To increase the likelihood of every participant successfully completing the certification project, feedback requested will be provided by the Certification Project Review Committee throughout your project. The Certified Call Center Manager CCCM certification will be awarded upon approval and acceptance of the candidate's completed project. 5-Day Accelerated Boot Camp Classroom and Private One-on-One Virtual Options Want to get more done in less time? The accelerated 5-day Call Center Management Boot Camp includes an accelerated 4-day Call Center Manager Training and Certification course, plus an additional day of hands-on workshop with one-on-one guidance. Over the course of the 5-day accelerated workshop, you will:
Private One-on-One Virtual Call Center Management Certification Boot Camp Option Train and work virtually with a your private RCCSP executive consultant and trainer, one-on-one, over eight personalized half-days. You will complete a tailored call center manager certification training course focused on what's most important for your center, and receive expert guidance on a real-world certification project. Private One-on-One Virtual Call Center Management Certification Boot Camp offers RCCSP's premier learning experience. Learn more about the private onsite executive version of this course, 5-day Private Onsite Executive Management Boot Camp for a robust shared workshop on strategic contact center management and oversight for executives 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 $4,995 and includes:
To register, follow the "Book Now" link below or call (708) 246-0320. Seminar Schedule (see accelerated certification Boot Camp private and open session dates here.)
Class Start and Stop Times & Dress Code In-person classes begin at 9:00 AM and end at 5:00 PM each day. Morning coffee service begins at 8:30 AM. Business casual attire is appropriate. No jeans or sneakers please. Virtual sessions run Tuesday-Friday over two consecutive weeks for a total of 32 hours. Attendees are assigned daily homework assignments for completion outside of class. Morning virtual sessions begin at 9:00 AM CST and end at 1:00 PM CST each day. Afternoon sessions run 12:00 noon CST to 4:00 PM CST each day. In-house, on-site training offers the added benefits of facilitated team interaction; a confidential environment where plans, processes, and policies can be openly discussed; minimized travel costs; and little or no travel time. For support centers with a number of managers, supervisors, and team leads, on-site training can maximize your training investment. 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:
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:
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.
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