2-day training course - $1,895
On-site delivery available
Professional
Education
Alliance
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Center Fundamentals 2-day training course - $1,895 On-site delivery available |
RCCSP Professional Education Alliance |
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What You Will Learn:
Overview This course was designed specifically for the business person entering or transferring to a call center, executives that oversee or set performance goals for the contact center, and those responsible for the set-up, design or redesign of a contact center. Contact Center Fundamentals presents the 'big picture", and introduces attendees to the component parts and performance factors that make up today's world-class call center. You'll learn how calls flow into and through the center, what underlies call center work capacity, efficiency, productivity and effectiveness, and exactly how to prepare, step-by-step, a customized balanced scorecard for managing your contact center 's performance and contribution to organizational goals. After attending this course you will be able to "talk the talk". More importantly, you will have a renewed vision for the future of your call center and how to get there. Course Chapters Part I: What Contact Centers Are
Part II: How Contacts Centers Function
Part III: What Contact Centers Require
Part IV: What Contact Centers Produce
Who Should Participate Contact Center Fundamentals is ideal for:
Important: Professonals with any level of call center work experience should not take this course. This is an introductory course. If you have worked in a contact center, please see either: Prerequisites There are no prerequisites for this introductory course. Agenda Introduction
Chapter 1 - Contact Center Mission, Models and Contributions
Chapter 2 - Tracking the Life of a Call
Chapter 3 - Contact Center Structure and Staffing
Chapter 4 - Call Arrival and Delivery Technologies
Chapter 5 - Agent Resource Utilization
Chapter 6 - How Calls are Handled, in Detail
Chapter 7 - How Quality is Managed
Chapter 8 - How Performance is Evaluated
Contact Center Fundamentals Certification An optional certification exam is available for participants pursuing Contact Center Fundamental sCertification. Contact Center Fundamentals Knowledge Assessment Exam: After the course, participants will have four weeks in which to take the online knowledge assessment 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 their Contact Center Fundamentals certificate. Registration Fees The per student registration fee for this training program is $1,895 and includes:
Class begins at 9:00 AM and ends at 5:00 PM each day. Business casual attire is appropriate. No jeans or sneakers please. Register securely online with confidence or please call (708) 246-0320.
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:
Register securely online with confidence or please call (708) 246-0320. 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.
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Training & Certification:
Call
Center Operations
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Terms & Conditions
Seminar agenda and assigned instructors are subject to change. 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, 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. On-site training scheduling and cancellation policy. On-site training fees must be paid to reserve a training date. 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.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. Cancellation by provider. 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 and penalties on advanced or non-refundable airfares. In all circumstances, seminar provider's liability shall be limited to fees received.
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