2-day instructor-led training and certification exam - $1,895
On-site delivery available ~ Team pricing available
Professional
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Center Supervisor Training and Certification 2-day instructor-led training and certification exam - $1,895 On-site delivery available ~ Team pricing available |
RCCSP Professional Education Alliance |
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What You Will Learn: Participants will learn:
Overview Learn how to lead the call center's most important resource: the professionals that interact directly with customers. This newly updated training course provides contact center supervisors and team leads valuable "how to" best practices for executing day-to-day, tactical job requirements with finesse. With core skills, knowledge, and in-class practice opportunities, participants reach new heights of leadership ability and levels of confidence. The course trains supervisors in essential communication, leadership and coaching skills, and presents best tactics and practices for agent training and development, motivation and retention, team collaboration, performance measurement and management, and self-assessment. Course material is tactical, practical, and immediately applicable. Each participant is put through the paces, with self-assurance and confidence-building as instructional objectives. Hands-on tools, forms, templates, and assessments are utilized in class by attendees under an instructor's supervision. Tools are packaged up for the attendee to take back to the office where newly-acquired skills and methods can be immediately put into practice. This workshop is interactive and involves exercises, group discussion, brainstorming, practice, and the situational application of skills. Students are engaged in the learning process, applying and practicing skills as they are learned. Attendees must demonstrate achievement throughout the learning process, participating in real-world exercises, and may test their mastery following completion of the course by taking the Certified Contact Center Supervisor (CCCS) examination. Deliverables and Take-Home Tools In-class materials and take-home tools include:
Who Should Participate The Certified Contact Center Supervisor training course is ideal for anyone responsible for direct oversight of front-line contact center representatives, analysts, or agents. Some specific roles that will benefit from the class include:
Who Should Not Attend This Course The Certified Contact Center Supervisor course is for professionals whose primary function is day-to-day oversight of front-line customer service representatives. If you are a supervisor with operations management duties such as responsibility for strategy, hiring, creating and implementing quality assurance processes, calculating staffing based of service level goals and inbound call volume, acquiring additional capacity or technology to lower average speed of answer and/or abandonment rates, assessing technologies, IVR dialog redesign recommendations, coordinating inter-departmental communications, or reporting results to director- and executive-level management, then this is not the course for you. Professionals with responsibility for contact center operations and performance should attend the Call Center Manager Training and Certification course or the accelerated Contact Center Management Certification Boot Camp, regardless of your job title. Prerequisites Attendees should possess a basic understanding of what a call center is, how calls flow into a center, and basic call center terminology. Agenda The Contact Center Supervisor Certification training program is a two-day, seven-module, non-customized course, readily instructor-adapted to for-profit, government, or the non-profit environment. Introduction and Self-Assessment
Chapter 1 - Contact Center Mission and Structure Contact Center Definitions
Expressing Customer Expectations and Performance Targets
Contact Center Organizational Structure
The Process of Resolving Caller Issues
Chapter 2 - Contact Center Call Delivery Systems and Capabilities Contact Center Capability - Getting Through and Reaching an Agent
Chapter 3 - Service Quality and Effectiveness Measuring Results First Contact Resolution (FCR)
Quality and Customer Satisfaction Differentiated Customer Satisfaction
Service Quality
Standard Operating Procedures
Chapter 4 - Efficient Call Handling Agent-Customer Interactions & Efficiency Measures Balancing Quality and Efficiency Efficiency Metrics
Productivity and Throughput Metrics Contacts Per Agent
Escalation and Transfer Rates
Chapter 5- Agent Utilization, Motivation and Retention Supervisor Goals and Responsibilities Agent Utilization
Workforce Management
Agent Shrinkage
Utilizing Agent Resources
Employee Job Satisfaction and Retention
Stress and Attrition
Creating Balanced Performance Metric Scorecards
Chapter 6- Training Evaluate the Call Center's Current Training Program
The Training Function
Phases of Training
Alternative Training Delivery Mediums and Methods
Agent Mentoring Programs
Chapter 7 - Communications and Coaching for Continuous Performance Improvement Fundamentals of Coaching
Pre-Coaching Preparation Tasks
Coaching
Post-Coaching Best Practices
Adaptive Communication Techniques
Continuing Education Options Certification Process This certification is officially recognized by the RCCSP Professional Education Alliance and its members. The CCCS certification process consists of two parts:
Class Attendance: Participants will complete the two-day instructor-led course, after which an online ID and password will be sent via email with instructions for accessing the certification exam. Certification Exam: After the course, participants will have four weeks to complete the online certification exam. The certification exam is comprised of 60 questions and candidates are given 90 minutes to complete the exam. Candidates must achieve at least an 80% score in order to obtain certification. Course Instructors RCCSP faculty instructors have both call center management and training delivery expertise. They are certified at the “Master Trainer” level for delivery of this course and will adapt the course delivery to meet the needs of participants' varying levels of experience and differing call center environments. RCCSP's faculty includes instructors experienced in non-profit and government contact center environments, in addition to large and small for-profit environments. Instructors are located throughout the USA. Registration Fees The per student registration fee for this training and certification program is $1,895 and includes:
Train and certify your entire supervisory team. Register ten or more participants from your organization for a Contact Center Supervisor Training and Certification course for just $1,320 per person, over 30% off the single registrant price. Team Pricing is subject to available seating and class size maximums, so please register early. How to Register Your Team To take advantage of this incredible savings, enter a quantity of ten or more in a single registration. Pay by credit card, check, or ACH transfer at least three weeks prior to the course start date. It is not necessary to provide names of all the attendees at the time of registration. Subject to available seating, more participants may be added to your team registration, later, at the team-discounted price. Register with confidence online, or call (708) 246-0320 to speak with a registrar and sign-up your group by phone.
Class Start and Stop Times & Dress Code 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. 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 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 six 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 delivery date. The customer site must provide suitable meeting space, any desired meals or refreshments, and the following presentation supplies:
Request In-House Training More Training and Certification Courses See the complete calendar of RCCSP Contact Center Training Course dates and locations. For more IT, technical and field support training course options, see the RCCSP Help Desk, ITIL, and Support Center Calendar.
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Terms & Conditions
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. Public Training Terms & Conditions Payment is due prior to the seminar. Public seminar cancellation policy. Registrants may cancel up to fourteen days in advance of the seminar start date for a full refund. Cancellations within fourteen days of the seminar start date will be subject to an administrative fee of $400. Registrations may be transferred to another member of your organization at no additional charge. As seminars can be cancelled for under-enrollment from time to time, we strongly recommend that registrants traveling by air purchase only refundable tickets. 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. On-site Training Terms & Conditions 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.
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. 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. |
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