3-day instructor-led training course, includes certification exam - $2,495
On-site delivery available
Professional
Education
Alliance
| Call Center
Manager Certification Training 3-day instructor-led training course, includes certification exam - $2,495 On-site delivery available |
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:
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 - Call Center Staffing Chapter 6 - Training and Retention Chapter 7 - Coaching and Communication Chapter 8 - Quality Monitoring Chapter 9 - Call Center Project Planning Deliverables and Tools
Who Should Participate The Call Center Manager Certification training course is ideal for managers transferred into the call center from other departments, those who wish to earn an internationally recognized call center manager certification, and is ideal for:
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. Accelerated Learning Option for Professionals New to the Contact Center Industry Attendees with no exposure to a contact center environment may attend Understanding Contact Center Fundamentals, a 2-day course that precedes Call Center Manager Certification in most locations. Understanding Contact Center Fundamentals provides foundation information to prepare industry newcomers for higher level contact center training courses. To sign-up for the 5-day accelerated learning option, register for both Understanding Contact Center Fundamentals and Call Center Manager Certification back-to-back. You will also save $395! Agenda Day 1 Chapter 1 - Introduction and Call Center Assessment
Chapter 2 - Metrics and Key Performance Indicators
Day 2 Chapter 3 - Call Center Technology
Chapter 4 - Forecasting and Scheduling
Chapter 5 - Staffing the Call Center
Chapter 6 - Training and Retention
Day 3 Chapter 7 - Coaching for Improved Performance
Chapter 8 - The Quality Monitoring Process
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 four parts:
Pre-Course Assignment: Prior to attending training, registrants will be given access to the RCCSP certification examination website and a pre-training contact center assessment exercise. The assessment is to be completed no later than the week preceding the training course. Class Attendance: Participants will complete a three-day instructor-led course, where they will participate in hands-on learning and group exercises 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 certification exam. Certification Exam: After the course, participants will have four weeks in which to take the online certification 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 will be provided by the instructor for the first four weeks after project submission. The Certified Call Center Manager CCCM certification will be awarded upon approval and acceptance of the candidate's completed project. The most recently certified CCCMs are listed here. Registration Fees The per student registration fee for this training and certification program is $2,495 and includes:
Class begins at 9:00 AM and ends at 5:00 PM each day. Continental breakfast is served at 8:30 AM. Business casual attire is appropriate. No jeans or sneakers please. To register, follow the "Book Now" link below or call (708) 246-0320.
Maximize Your Training Investment - Attend Courses Back-to-Back Call Center Manager Certification immediately follows these courses in select locations:
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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:
In-house private instruction and the CCCM certification examination is available in:
Request In-House Training 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.
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Terms & Conditions
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. On-site training fees must be paid at least three weeks in advance to reserve a training date and instructor. 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. 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. As seminars can be cancelled for under-enrollment from time to time, we strongly recommend that registrants traveling by air purchase only refundable tickets. On-site training cancellation policy. Preparations for training delivery will commence upon the receipt of payment in full. 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. Refunds. 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. 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 on advanced purchase airfares. We strongly recommend that attendees traveling by air to attend the seminar purchase only refundable tickets. Seminar provider is not responsible for losses due to cancellation. In all circumstances, seminar provider's liability shall be limited to fees received.
Seminar agenda and assigned instructors are subject to change. |
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