| Call Center Six Sigma Black Belt Masters
Course (RCCSP ™ Service Engineering Series) 3-day capstone course, $2,695  |
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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 Six Sigma?
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 represent the highest level of technical and organizational proficiency in call center engineering. Those awarded the certification must complete weeks of 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.
| Our Six Sigma Black Belt certification for call center, help desk, and support center engineers is sponsored by the University of Arizona at Tucson's Engineering Professional Development department. |  |
Course Objective
This course is the final step to earning the Call Center Six Sigma Black Belt. Attendees will be able to ensure that their facilities stay at peak performance, while maintaining low costs, minimized wait times, and high customer satisfaction. This course shows you how to apply science, mathematics, and engineering to reach the highest levels of performance.
Course Prerequisites
Attendees of this course must first complete the following three courses:
Call Center Metrics, Data Analytics and Reporting |
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| Designing Six Sigma Support Centers |  |
| Call Center Financial Management | |
Who Should Attend
This course 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.
Agenda
Design Topics
Designer Master’s Tools
- Principles
- Queuing Tools
Structural Analysis and Design
- Factoring
- Queuing Tools
Advanced Call Center
- Advanced Decision Making to Optimally Run the Operation
- Infrastructure Requirements
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Ergonomics
- Workstation
- Work place
- Layout
Analysis Topics
Masters Analysis Tools
- Variability, Sum of Squares, Descriptive Analysis
- Interval Analysis, Central Limit, and Sampling
- Comparative Studies
- Variability Studies
Analysis and Experiments
- Developing an Effective Design for Test and Analysis
Trend and Forecasting
- Tools of Regression and Cycles
- Traffic Analysis
- Staffing
Advanced Call Center Management Topics
Division of Labor
- Advanced Decision Making to Optimally Run the Operation
- Policy, Strategy, Tactics and Tools
- Division of Labor Violations
Infrastructure Requirements
- Four Traits
- Engineering Requirements
- Management Requirements
Outsourcing Issues
- Service levels
- Base Camp
- Contracts
Good Communications
- To Upper Management
- Peers
- Tactical Workforce
Agent Rapid Deployment
- Training
- Career Migration
- Career Paths
Your Instructor
James Abbott holds a B.S. Degree from Auburn University and is a registered professional engineer in the State of California. He is a Senior Member of Institute if Industrial Engineers and a member of the American Society of Quality. He is the author of 12 books including “Become the Manager of the Future”, “Optimize Your Operation” and a current best seller on Amazon.com, “The Executive Guide to Call Center Metrics”. James is president of Abbott Associates Inc., a strategic process-engineering firm based in Greenville S.C. For over twenty years Mr. Abbott has taught and helped inspire corporate America in applying the principals of process and project management and the use of “best business practices” in his seminars. He has made a career out of taking technical topics and explaining them so that “the rest of us” can understand. A professional engineer for more than 30 years, James learned early on that even the best methods are useless unless they are delivered in a fashion that allows their swift and effective implementation.
The per student registration fee for this seminar is $2,695, and includes the seminar, course materials, and refreshments each day. Dress is business casual. Laptops are optional. Class begins at 9:00 AM and ends at 5:00 PM each day.
To register, click on the "Book Now" button or please call (708) 246-0320
Seminar Schedule
| Dec 16-18 | Las Vegas, NV | The Platinum Hotel
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This course immediately follows:
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CRM Strategies
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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