Call Center Six Sigma Black Belt Certification Series (RCCSP ™ Service Engineering Series) 4-part training series

Upgrade your credentials with the Call Center Six Sigma Black Belt certification

Invest in your future and the future of your company by earning the Call Center Six Sigma Black Belt. Certification proves to your employer and your customers that you have the commitment and skills necessary to run a world-class operation. It is the mark of excellence that puts you ahead of the competition.

What is Service Engineering?

Achieving the "right" balance between service quality and efficiency is a fundamental operational challenge for call center managers.  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.  If companies paid their customers a cost per minute each time they made them wait, things might be viewed quite differently.  By giving a value to both the center and the customer, competing demands, priorities, and issues can be balanced.  A coefficient of value allows the objective balancing of quality, efficiency, and profitability, and rewards customers and employees with a great experience with each and every contact.

Understanding call center science is vital to an effective call center.  Effective operations are 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 metrics to balance service quality, efficiency, and profitability.  The ultimate goal of Service Engineering can be paraphrased with one word: value.

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 methodology that uses 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 predictability and success of business processes.

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.

The Six Sigma Black Belt certification for call center, help desk, and support center engineers is sponsored by the University of Arizona at Tucson's Department of Engineering Professional Development .

Who Should Attend

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.

Overview

Certification Program Curriculum

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

I.	Call Center Metrics, Data Analytics and Reporting	- 3 days
II.	Designing Six Sigma Support Centers	- 2 days
III.	Principles of Call Center Financial Management	- self-paced
IV.	Call Center Six Sigma Black Belt Master Course	- 3 days

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

What You Will Learn

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

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

Cause and Effect Analysis

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

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

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

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

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

Tactical Process Engineering Methods

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

How to Integrate a Strategic Design

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.

Structural Analysis and Design, Factoring, and Queuing Tools

Infrastructure Requirements and Ergonomics

How to Use Analysis Tools

• Variability, Sum of Squares, Descriptive Analysis
• Interval Analysis, Central Limit, and Sampling
• Comparative Studies and Variability Studies

How to Developing an Effective Design for Testing and Analysis

How to Perform Trending and Forecasting

• Tools of Regression and Cycles
• Traffic Analysis and Forecasting Workloads
• Staffing

Understand Outsourcing Issues

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

Course Schedule

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 two different cities one or more months apart.  Course III is available in a distance learning format as self-paced self-learning, with instructor guidance and testing provided through the University of Arizona.  Course IV, the Six Sigma Black Belt capstone Masters Course, is offered once per 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 Bootcamp course.  The complete Call Center Six Sigma Black Belt Certification series may be purchased at one time under the Path Plus Savings Plan at a substantial savings.  

Fee and Scheduling Options

Course I - Call Center Metrics, Data Analytics & Reporting		3 days	$2,395
Course II - Designing Six Sigma Support Centers		2 days	$1,695
Course III - Principles of Call Center Financial Management		self-paced	$1,295
Course IV - Call Center Six Sigma Black Belt Masters Course		3 days	$2,695
Courses I & II - Call Center Engineering Certification Bootcamp		5 days	$3,895
Courses I - IV - Call Center Six Sigma Black Belt Certification Series		~ 80 hrs.	$7,365

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.

To register, click on the "Book Now" button or please call (708) 246-0320

Click here to learn about , dates & locations

Payment is due prior to the seminar, including payment on purchase orders.  If payment is not received, a credit card hold will be required for participation.  This card will only be processed if payment has not been received within two weeks following the conference.

Cancellation Policy.  Registrants may cancel up to ten business 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.  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.

Agenda, course dates, and locations are subject to change.

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