This training course pays for itself.  You will not only learn how to audit your telecom bills and negotiate better pricing; you will learn how to identify overcharges, request refunds, and recoup costs.

Course Highlights

In this course you will learn to:

• Analyze invoices
• Identify billing errors
• Negotiate refunds
• Identify savings & implement savings strategies
• Renegotiate contracts to reduce costs
• Develop budgets
• Manage telecom expenses
• Manage telecom service provider relationships
• Resolve disputes
• Optimize telecom strategies
• Design usage policies

Overview

This intensive, hands-on training course focuses on telecom expense management strategies for contact centers and other telecommunication-intensive environments. Specific strategies to integrate expense management options, budget management objectives and managing contracts as financial tools will be explored and discussed. Proven financial management strategies and techniques for their implementation will be shared. Hands-on analysis of your invoices and contracts to establish cost and usage baselines, and to identify overcharges and invoicing errors. The cost baseline establishes trending of services and usage and their respective costs. Invoice overcharge identification initializes the ongoing practice of budget protection.  techniques for correcting invoicing errors, mitigating contract and relationship disputes, and managing the overall business relationship with your service providers. Seeking and maintaining parity in a business relationship with service providers is dependent on identifying and executing dispute and relationship management strategies that offer you an advantage for securing optimal results.

Day four of the seminar is focused on hands-on analysis of your invoices and contracts to establish cost and usage baselines, and to identify overcharges and invoicing errors. The cost baseline establishes trending of services and usage and their respective costs. Invoice overcharge identification initializes the ongoing practice of budget protection.

Course Chapters

• Chapter 1 - Introduction to Telecom Expense Management
• Chapter 2 - Financial Management Strategies
• Chapter 3 - Contract & Invoice Interpretation
• Chapter 4 - Invoice-to-Contract Analysis & Validation (Hands-On)
• Chapter 5 - Invoice Error Correction, Dispute Resolution & Service Provider Relationship Management

Who Should Participate

Managing Call Center Telecom Costs training course is designed for call center managers and directors with responsibility for controlling the cost of operations.

Agenda

Day 1

Chapter 1 - Introduction to Telecom Expense Management

1. Telecom Terminology

• Vendor & Service Provider Terms
• Public Network Infrastructure
• Service Provider Billing

2. Voice Service Terms

• Service & Usage
• Billing

3. Data & Internet Service Terms

• Service & Usage
• Billing

4. Wireless Service Terms

• Service & Usage
• Billing

5. Industry Overview

• The Public Telephone Network
  • AT&T and the Bell System
  • Divestiture
  • Telecom Act of 1996

6. Service Provider & Vendor Relationships

• Procurement
• Installation & Provisioning
• Interoperability & Compatibility

7. Conquering the Industry Maze

• Roles & Responsibilities
• Customer Advocacy Groups

Day 2

Chapter 2 - Financial Management Strategies

1. Expense Management Approaches

• Internal Audit Model
  • Defining the Functional Model
  • Operational Considerations
• Outsource Partners Model
  • Defining the Functional Model
  • Operational Considerations
• Licensed Software Model
  • Defining the Functional Model
  • Operational Considerations
• Managed Services Model
  • Defining the Functional Model
  • Operational Considerations
• Creating the Ideal Model
  • Weighing Each Model's Pros & Cons
  • Short-Term Planning
  • Long-Term Planning
  • Achieving Expense Management Objectives
  • Vetting the Return on Investment

2. Budget Development & Management

• Budget Baseline Establishment
  • Trending Historical Performance
  • Assessing Organizational Needs
• Organizational Considerations
  • Adapting to Technology Change
  • Understanding Behavioral Patterns
• Tactical & Strategic Optimization
  • Creating Immediate Impact
  • Sustaining Financial Gains
• Budget Management
  • Tracking Performance
  • Trending Service & Usage Patterns
• Variance Reporting
  • Establishing Budget Variance Criteria
  • Material Budget Points
  • Interpreting Variance Influence

3. Contract Lifecycle Management Strategies

• Financial Commitment Tracking
  • Defining Measurement Points
  • Establishing Reporting Requirements
  • Monitoring Attainment Objectives
• Aligning Organizational Objectives with Contracts
  • Assessing Performance Goals
  • Identifying In-Contract Optimization Opportunities

Day 3

Chapter 3 - Contract & Invoice Interpretation

1. Understanding Monthly Recurring Costs - Invoices & CSRs

• Service Identification
• Voice Services Cost Components
  • Base Service Rates
  • Service Components
• Data/Internet Service Cost Components
  • Base Service Rates
  • Service Components
• Wireless Service Cost Components
  • Base Service Rates
  • Service Components

2. Understanding Usage Costs - Invoices & CSRs

• Voice Services Cost Components
  • Traffic Types
  • Service Connection Types
• Wireless Services Cost Components
  • Overcharges/Roaming

3. Understanding Related Costs - Invoices & CSRs

• Taxes, Surcharges & Fees
  • Federal Taxes
  • State Taxes
  • Service Provider Surcharges & Fees
• Installation/Provisioning
  • One-Time Fees
  • Equipment Leases
• One-Time Adjustments
  • Tariff Adjustments
  • Credits

4. Understanding Contractual Terms

• Tariff & Service Guide Relationships
  • General Terms & Conditions
  • Base Rates
• Discount Rate Structures
  • Percentage Application
  • Volume Attainment Discounts
• Fixed Rate Costs
• Credits & Provisional Waivers

5. Using Analysis Tools & Templates

• Defining Data Field Requirements
• Building Analysis Templates

Day 4

Chapter 4 - Invoice-to-Contract Analysis & Validation (Hands-On)

1. Validating Invoice Accuracy

• Methodology
  • Validate Monthly Recurring Charges
  • Validate Usage Charges
  • Validate Taxes, Surcharges & Fees
  • Validate Installation Charges
  • Validate Credits
• Documentation & Supporting Collateral
  • Invoices
  • CSRs
  • Contracts
  • Contract Addenda
  • Tariffs & Service/Price Guides

2. Validate Service Installation

• Service Location Continuity
  • Service Location Identification
  • Cost Allocations & Chargebacks
• Line & Circuit Accuracy
  • Voice Line Checks
  • Traffic Analysis

Day 5

Chapter 5 - Invoice Error Correction, Dispute Resolution & Service Provider Relationship Management

On day five you'll learn techniques for correcting invoicing errors, mitigating contract and relationship disputes, and managing the overall business relationship with your service providers. Seeking and maintaining parity in a business relationship with service providers is dependent on identifying and executing dispute and relationship management strategies that offer you an advantage for securing optimal results.

1. Correcting Invoice Overcharges & Obtaining Credits

• Service Provider Dialog
  • Gaining Acceptance of Errors
  • Communicating Objectives
  • Supporting Claims
• Correcting Billing Errors
  • Future Occurrences
  • Credits for Past Occurrences

2. Resolving Service Provider Disputes

• Creating a Resolution Plan
  • Documentation
  • Execution
• Negotiating Resolution
  • Identifying Objectives
  • Compromise
• Accepting Resolution
  • Documentation
  • Communication

3. Preventing Disputes

• Identifying Potential Issues
  • Contract Implementation
  • MACs
  • Contract Management
• Proactive Techniques for Avoiding Disputes
  • Change Management
  • Leveling Expectations

4. Service Provider Relationship Management

• Relationship Stages
  • Pre-Contract
  • New Service
  • Mid-Term
  • Separation
• Dashboards & Check-Ups
  • Contract Commitments
  • Service Level Agreements
  • Performance Reporting
  • Resolving Problems

Prerequisites

Attendees should possess a basic understanding of what telecom services a call center uses, how telecom charges are billed to the contact center, and basic call center terminology. Course materials are in English, and attendees must possess a high level of English fluency.

Take Home CD-Based Toolkit

Each workshop attendee receives a course workbook specifically designed for the session. The workbook contains analysis samples and analysis templates for use during the workshop. A workshop toolkit is included, containing valuable resources for managing your telecommunications environment. It is designed to enhance the principles and methodology learned during the workshop. The toolkit includes:

• Analysis, Interpretation and Optimization Methodology - The methodology process for invoice analysis, contract interpretation, service optimization, and ongoing management.
• Telecom Invoice and Contract Management Toolkit - This toolkit contains invoice management, contract management, and cost distribution reports with graphs.
• Invoice Analysis Templates - Standardized templates for performing invoice-to-contract compliance analysis for calling card, circuit, data, voice, and wireless service types are included.
• Discovery Documentation Template - The discovery documentation template provides a standard and accurate mechanism for documenting service provider errors and tracking error correction.
• Tariff and Price Guide Locator - This locator supports primary IXCs and LECs, and is used to locate tariffs and service guides regulating your telecommunications service contracts.
• Uniform Service Order Code (USOC) Locator - The USOC locator enables quick and accurate identification and interpretation of service provider customer service records (CSRs).
• PIC Code Directory - The PIC Code Directory lists all toll carrier subscription codes.
• Tax and Surcharge Description - This document provides definitions and insight into the nature of taxes, surcharges, and fees assessed on your telecommunications invoices.
• State Regulatory Agency Locator - This locator contains links to the telecommunications regulatory agencies for all 50 states and the District of Columbia.
• Telecom Management Resource Tool Index - A collection of quick reference links to the most valuable Internet resources available to support telecom management.
• Acceptable Use Policy - This template offers language and acceptable use provisions for telephone and voice mail systems; computing and Internet; and, personal computing equipment and peripherals. Technology system privacy expectations, document management, document ownership and technology request processes are outlined in the template.
• Budget Management -  This tool supports spend tracking and variance reporting to help you manage telecom expenses against your annual budget. Spend against the budget and deviations outside of budgeted spend are tracked and reported using this tool. Acceptable spend variance dollars and spend percentage amounts against the budget baseline can be established for each line item of the budget that requires monitoring. Individual data entry fields contain field comments explaining the purpose and use of this budget variance reporting tool.
• Contract Financial Assessment Tool - This financial assessment tool supports comparison of current monthly recurring charges and baseline usage charges for up to three different contract proposals. An overall proposal analysis summary with calculated total monthly recurring cost based on monthly recurring charges and baseline usage numbers is provided.
• Multi-National Voice & Data RFP Template -  This Request for Proposal (RFP) template is designed to provide sample language and document structure to assist your RFP process. While every RFP will contain specific requirements relative to individual organizational needs, this template offers a solid starting point for identifying RFP requirements and proposed inclusions for procuring voice and data services.
• Service Provider Relationship Lifecycle Plan Template - This template supports planning and managing the relationship lifecycle with a service provider. Established template fields allow uniform capture of contact role information, resolution chain contact information, predefined performance review meeting dates and topics, financial performance measurement criteria, service delivery performance measurement criteria and customer service performance measurement criteria.
• Technology Planning Process Flowchart - The Technology Planning Process Flowchart is a functional diagram based on proven principles of effective telecom and technology planning. This flow diagram outlines the 10 steps of technology planning from performing a needs assessment through generating business case acceptance.
• Technology Planning Template - This technology planning template contains entry fields to identify technology planning project objective, project team, technology assessment scope of work, technology plan and technology business case.
• Technology Return on Investment (ROI) Calculator - This tool will assist you in developing accurate ROIs that reflect your organization’s specific situation. This calculator is particularly valuable for creating ROIs in instances where legacy technology will be partially replaced with new technology; technology configurations using Voice over IP (VoIP) often encounter this configuration. Individual data entry fields contain field comments to explain the purpose and use of this tool.
• Contract Negotiations Planning Template - This template provides entry fields for a contract needs assessment, contract proposal assessment metrics, contract negotiations plan and identification of all team members involved in the contract negotiations process.
• Contract Negotiations Process Flowchart - The Contract Negotiations Process Flowchart is a functional diagram based on proven principles of effective telecom contract negotiations. This flow diagram outlines the 10 steps of contract negotiations from performing a needs assessment through selecting and accepting the final contract proposal.
• Equipment Dispersal and Return Policy - This template is used to track company-owned telecommunications and computing equipment dispersed to employees. Used in conjunction with an Acceptable Use Policy, this template documents employee acceptance of the approved use of company-owned telecom and computing equipment.
• Performance Review Meeting Agenda Template - This template supports planning and setting expectations for service provider performance review meetings.
• Relationship Evaluation Scorecard Template - This scorecard supports quantitative analysis of three key relationship performance measurements. Financial performance, service delivery performance and customer service performance categories can be customized with specific measurements, centric to your service provider relationships. The three categories of performance measurement allow a unique weighting scale so that you may select which category is most important to you in the overall evaluation. Performance measurements are scored on a monthly and annual cumulative basis.
• Telecom Financial Management Statistics - This resource provides management statistics for the time required to build and baseline a telecom management inventory, and validate invoice accuracy on a monthly basis. Metrics are provided for seven customer tiers based on monthly telecom bill volume ranging between $5,000 and $4 million per month.
• TEM Provider List - This list of TEM providers is intended for reference and informational research purposes.
• Trouble Ticket & Issue Tracker Template - This template helps you to manage each of your issue, inquiry, and MAC activities to successful completion. Due dates, activity ownership, and commitment performance are monitored and reported using this tool.
• Wireless Use Policy - This policy template shares language and program details for corporate liable and individual liable reimbursement plans. Suggested language for corporate liable wireless equipment personal usage is included along with general usage information.
• And many other tools:
  • Sample Credit Request Letter
  • Sample Shortpay Disputed Billing Request Letter
  • Service Provider Executive Complaints
  • State & Federal Tax Agencies
  • State Regulatory Information
  • Tariffs & Service / Price Guides (United States)
  • Tax, Surcharge & Fee Reference Table Template
  • Universal Service Quarterly Contribution Factor
  • USOC Codes
  • Voice Traffic Contract Compliance Template - Discount Type
  • Calling Card Analysis Template
  • Circuit-Data Analysis Template
  • Cost Control Management Process Flow Diagram
  • Discovery Template
  • Dispute Resolution Planning Template
  • Public Switched Telephone Network (PSTN) Diagram
  • Sample Account Cancellation Letter
  • Sample Contract Cancellation Letter
  • Telecom Invoice, Contract & Inventory Management Toolkit
  • Telecom Taxes, Surcharges & Fees Reference Links
  • Toll Free RespOrg Verification Number
  • Voice Traffic Contract Compliance Template - Fixed Fee Type
  • Wireless Analysis Template

Registration Fees

The per student registration fee for this training and certification program is $3,995 and includes:

• 5-day instructor-led training
• All training materials
• Course certificate of completion
• Take-home CD-based Toolkit including articles, software tools, references, checklists, planning tools, and templates

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

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

Seminar Schedule

Oct 1-5, '12	Las Vegas, NV	The Platinum Hotel
Dec 3-7, '12	Tampa, FL	TBD

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 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:

• Base Fee for up to 4 participants - $15,995 includes:
  • 5-day instructor-led training course
  • All training materials, books, and CDs
  • Instructor's travel and lodging expenses (for onsite presentations of 18 or less participants, in the continental US)
• Additional participants - $1595 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:

• Two easels with paper and markers
• Projection unit and projection screen

Language Options

In-house private instruction, Workforce Management Mastery Certification Exam, and the Certified Workforce Management Professional certification examination are available in:

• English

Request In-House Training

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.