Call Center Manager Training & Certification 3-day instructor-led training & certification exam - $2,395 On-site delivery, starting at $10,000* -

Overview

The objective of this newly released, internationally recognized call center manager training & certification program is to prepare call center leaders to perform various tasks of managing their center effectively, overcome the daily challenges of managing it efficiently, and how to build a successful call center. This will be accomplished through in-class activities, discussions, and practical application of new techniques learned. Every participant will walk away with the skills, knowledge, and tools that can be applied immediately with the ultimate goal of becoming one of the industry's best call center managers capable of improving the overall performance of any call center and it's agents.

Participants will learn:

• To assess the current state of their call center

• How to establish and set a budget

• Calculate cost per contact

• How to establish the mission focus for their call center

• Key call center metrics and the relationship between key metrics

• The Balanced Scorecard approach for reporting key metrics to upper management

• How to create effective Service Level Agreements with your customers

• How to create effective Operating Level Agreements with internal staff and groups

• To use best practices for technology tools (i.e. Interactive voice response, computer telephony integration, and VoIP)

• How to create a business case to justify staffing needs to upper management

• The best practices for forecasting call volume, work load, and scheduling

• How the Erlang formulas and workforce management tools work in calculating staff necessary to meet service levels and requirements

• How to create a Standard Operating Procedures manual that includes best practices for call handling, documentation and customer service skills

• To establish a training budget and training plans for new hire, mentoring, and on-going training

• Guidelines for facilitating effective training meetings

• Keys to building a successful motivation/retention plan

• To establish quality monitoring requirements for your call center

• Best practices for building monitoring forms - 7 best practices

• How to conduct a successful coaching conversation

• How to facilitate an effective meeting with staff and agents

• 10 activities for effective call center leadership

• Human Resource laws every manager should be familiar with

• Industry resources to leverage

• How to build a road map for resources learned in class

Course Chapters:

Chapter 1 - Call Center Strategy and Finance

Chapter 2 - Key Performance Indicators (KPI's) and Metrics

Chapter 3 - Technology Best Practices

Chapter 4 - Staffing Planning and Strategy

Chapter 5 - Forecasting and Scheduling Best Practices

Chapter 6 - Agent Training, Motivation and Retention

Chapter 7 - Quality Monitoring Best Practices

Chapter 8 - Coaching for Improved Performance

Chapter 9 - Call Center Leadership

Deliverables and Tools:

• Current call center state assessment

• SWOT analysis template for assessing strengths, weaknesses, opportunities, and threats for your call center

• Budgeting tool template

• Templates for creating service level and operating level agreements

• Template for creating a standard operating procedures manual

• Staffing model calculator

• Quality monitoring form templates

• Sample metrics reports and tools

• Skill needs analysis template

• Phone screen interview template

• Interviewing questions based on skills needs

• Sample customer satisfaction survey tools

• Coaching discussion planner - form to plan and script the coaching discussion based on the readiness level of an agent to maximize success

• 3 days of instructor led course - with activities, discussion, and practical application of new coaching techniques

• Student manual

• CD of tools, templates, and slides used in class

• Post-course instructor coaching and support via email and phone

Who should Participate

The Call Center Manager Certification training course is ideal for existing and new call center managers, help desk managers, supervisors, team leaders and those who wish to earn an internationally recognized call center manager certification.

Course Outline

Day 1

Introduction and Self-Assessments

• Introductions and overview of the CCMC course
• Document goals and learning objectives for the CCMC course
• Discuss the call center action plan form

Chapter 1 - Call Center Strategy and Finance

• Perform the call center current state assessment
• Perform call center SWOT analysis
• How to effectively market the value of the call center
• Understand the business impact of the call center and how to articulate the concept to staff and agents
• Discuss call center budgeting principles
• Review sample call center budget templates
• Learn how to calculate cost per contact
• Discuss how to drive down cost per contact
• Review industry cost information
• Understand how to create a successful business case for approval
• Develop a call center mission and strategy
• Learn how to align goals with the mission and strategy
• Develop a plan for marketing call center goals, mission, and strategy to key stakeholders

Chapter 2 - Key Performance Indicators and Metrics

• Identify and understand the calculation of key call center metrics
• Understand how to categorize using the balance scorecard approach categories of Production, Efficiency, Financial, Quality
• Understand the relationship between key metrics
• Align key metrics with customer expectations and satisfaction
• Understand the importance of service level agreements (SLAs) and operational level agreements (OLAs)
• Discuss how to create and manage SLAs and OLAs

Chapter 3 - Technology Best Practices

• Discuss key call center technology tools and how tools are being used within the call center structure
• Identify current call center technology trends
• Understand best practices for creating IVR scripts
• Develop a plan for tool selection
• Understand how to calculate ROI for various tools

Day 2

Chapter 4 - Staffing Planning and Strategy

• Develop a business planning strategy including a business case to justify staffing needs
• Establish a plan to calculate staffing needs based on call center business and customer expectations
• Review flexible model staffing plans
• Create a 20 step staffing plan to ensure the hiring of quality agents. This will include items such as:
  • Interviewing process
  • Testing administration
  • Skills needs analysis
• Manage operating level and service level agreements with human resources and/or staffing firms

Chapter 5 - Forecasting and Scheduling

• Understand the key forecasting principles
• Learn what metrics effect forecasting
• Understand call flow patterns
• Discuss the principles of workforce management
• Identify how workforce management tools assist in forecasting and scheduling
• Learn how to calculate and manage shrinkage
• Learn how to monitor and measure schedule adherence
• Understand the Erlang formulas
• Discuss common forecasting and scheduling challenges

Chapter 6 - Agent Training, Motivation and Retention

• Understand the components of a Standard Operating Procedures manual
• Identify industry call handling, documentation, and customer service best practices
• Establish a training budget and call center training goals
• Develop new hire, mentoring, and on-going training plan
• Understand best practices for facilitating effective training and meetings
• Learn how to build a motivation/retention plan for call center agents
• How to tie training to quality and customer satisfaction goals

Day 3

Chapter 7 - Quality Monitoring Best Practices

• Develop a quality monitoring program mission statement - why we monitor to market to key stakeholders
• Establish the quality requirements for your call center
• Monitoring form review and/or build a new monitoring form based on 7 best practice requirements
• Establish best practice agent parameters (score requirements, scripts, how often monitoring will occur)
• Establish the quality team parameters (who will monitor, how often, who will coach)
• Develop a calibration process
• Learn how to document the quality program and manage changes in the process
• Discuss how to use quality scores a marketing tool with key stakeholders

Chapter 8 - Coaching for Improved Performance

• Establish a coaching plan for our team leads and supervisors
• Understand your coaching role within the call center
• Learn the different types of coaching conversations
• Qualities of an effective coach
• Develop a coaching discussion planner to be used by all coaches in the call center
• Practice coaching session

Chapter 9 - Call Center Leadership

• Understand effective call center leadership principles
• Assess your communication style via the DISC Communication Styles assessment
• Learn how to communicate effectively with different communication styles
• Understand how to communicate and market effectively to upper management via reports, metrics, and presentations
• Create marketing plans for key stakeholders
• 10 activities for effective call center leadership
• Human Resource laws every manager should be familiar with
• Identify industry resources to leverage for benchmarking and networking
• Build an action plan for implementing action plan items documented in class

Certification and Testing:

This certification is officially recognized by the RCCSP Professional Education Alliance and its members.

The CCMC examination process consists of three parts:

• Class attendance
• A certification test
• A certification project.

Class Attendance: Participants will complete the three day instructor led course. After which an online ID and password will be sent via email to access the certification test.

Certification Test: After the class, participants will have four weeks to complete the online certification test. The certification test is comprised of 75 questions and students are given 90 minutes to complete the test. Students must achieve at least an 80% score in order to obtain the certification.

Certification Project: To be completed within 6 months of completing the class.

Participants will be given a list of project topics by the instructor and will submit their topic for approval within 2 weeks of completing the certification exam.

Topics will include items covered in the certification class such as creating:

• A service level agreement with customers
• A marketing plan
• A metrics report using a balanced scorecard approach
• A coaching discussion planner
• A staffing/hiring plan
• A quality monitoring form
• A mission and strategy statement
• A customer satisfaction survey
• Quality monitoring standard operating procedure manual
• Agent standard operating procedures manual

To increase the likelihood of every participant finishing the project successfully, feedback will be provided by the instructor for the first four weeks after project submission. The RCCSP CCCM certification will be awarded upon project approval by the instructor.

Registration Fees
The per student registration fee for this training and certification is $2,395 and includes:

• 3-day instructor-led training
• Training materials
• Certification exam fees and certificate
• Breakfast, lunch and refreshments each day.

2. On-site presentation fees:

• Up to 4 participants - $10,000 including:

  • 3-day instructor-led training

  • All training material costs

  • Instructor's travel & lodging expenses

  • Certification exam fees and certificate

  • E-mail and phone support to prepare the post class project

• Additional participants - $995 each.

* By opting for the on-site presentation, clients will benefit from not having to incur any travel & lodging costs on behalf of their employees and won't be bothered by instructor's travel & lodging expense calculations. You will also eliminate the possibility of time consumed during employee's travel and maintain current productivity levels by keeping your best performing team members, right where they belong.

Public classes begins at 8:30 AM and end at 5:00 PM on first two days and 3:30 PM on the last day. Dress is business casual.

To register, follow the "Book Now" link below or please call (708) 246-0320

Seminar Schedule

May 5-7	Las Vegas, NV	Platinum Hotel ()
July 14-16	Chicago, IL	The Seneca ()
Aug 4-6	Las Vegas, NV	Westin Casuarina ()

Click here to learn about , dates & locations

Payment is due prior to the seminar.  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 the week following seminar delivery date.

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 $500. Or, you may transfer your registration to another member of your company at no additional charge. Registrants canceling within fourteen days of the seminar will receive credit, less administrative fees of $500, toward any other Resource Center seminar..

Onsite delivery Policy.  Preparations for training delivery will commence upon the receipt of payment in full. Organizations may cancel up to fourteen days in advance of the seminar delivery date for a full refund, less administrative fees of 25% of the total price.

In the unlikely event that a seminar must be cancelled, you will be notified at least two weeks prior to the seminar date.  Seminar provider is not responsible for losses due to cancellation including losses on advanced purchase airfares.  As seminars are cancelled for under-enrollment from time to time, we strongly recommend that registrants traveling by air purchase only refundable tickets.

Seminar agenda subject to change.

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