and Leadership Skills for Contact Center Supervisors
Contact Center Supervisor Training and Certification
2-day instructor-led training and certification exam - $1,795
On-site delivery available
What You Will Learn:
Participants will learn:
Learn how to lead the call center's most important resource: the professionals and analysts that interact directly with customers. This newly updated and expanded training course provides call center and help desk 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, action plans, 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 Supervision and Leadership Skills for Contact Center Supervisors training course is ideal for anyone responsible for oversight of front-line contact center representatives, analysts, or agents. Some specific roles that will benefit from the class include:
Attendees should possess a basic understanding of what a call center is, how calls flow into a center, and basic call center terminology.
The Contact Center Supervisor Certification training program is a two-day, four-module, non-customized course.
Introduction and Self-Assessment
Chapter 1 - Essential Leadership Skills
The Supervisor's Role and Responsibilities
Developing Good Time Management Practices
Employment Laws Supervisors Should Know
Building Positive Working Relationships With Managers
Chapter 2 - Metrics and Key Performance Indicators
The Tactical Values of Metrics, KPIs, and SLAs
Service Level Agreements
The Top Supervisory Contact Center Metrics
In Depth: The Contact Center Top Six Key Performance Indicators
Performance Management Tools
Chapter 3 - Communications and Coaching for Continuous Performance Improvement
Fundamentals of Coaching
Pre-Coaching Preparation Tasks
Post-Coaching Best Practices
Coaching Communication Styles
Chapter 4 - Agent Training, Motivation and Retention Best Tactics and Processes
Assessing the Contact Center's Training Practices
How to Create and Maintain an Effective Front-Line Professional Training Program
Agent Mentoring Programs and Program Recommendations
Building a Front-Line Representative Retention and Motivation Program
Developing and Communicating Contact Center Standard Operating Procedures
This certification is officially recognized by the RCCSP Professional Education Alliance and its members.
The CCSC examination 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.
Our faculty of instructors each has call center management and training delivery experience. They are certified at Master Trainer level for delivery of this course. RCCSP instructors are located throughout the USA, Caribbean, and Central America.
The per student registration fee for this training and certification program is $1,795 and includes:
Class begins at 9:00 AM and ends at 5:00 PM each day. Business casual attire is appropriate.
Register securely online with confidence or please call (708) 246-0320.
Maximize Your Training Investment - Attend Courses Back-to-Back
Supervision and Leadership Skills for Contact Center Supervisors immediately follows these courses in select locations:
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 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 certification examination are available in:
Request In-House Training
More Training and Certification Courses
See the complete calendar of RCCSP Professional Education Alliance Contact Center Training dates and locations.
For more IT, technical and field support training course options, see the RCCSP Help Desk, ITIL, and Support Center Calendar.
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