Center Six Sigma Black Belt Certification Series
RCCSP Service Engineering Series
4-part training series
Achieve the Highest Level of Technical and Organizational Proficiency in Service Engineering
This program is designed for management professionals who are pursuing break-through quality, performance optimization, and operational improvements for their contact centers. Don't miss this unusual opportunity to distinguish yourself in the workplace and take your contact center to new levels of achievement. Complete four Service Engineering training courses to earn your Call Center Six Sigma Master Black Belt credentials.
The series is designed to specifically address implementation of Six Sigma quality methodologies in contact center environments, both call centers and IT help desks. Participants completing the program will earn two certificates from the University of Arizona's College of Engineering: the Six Sigma Black Belt Masters certificate, and a specialized Call Center Six Sigma Black Belt certificate.
What is Service Engineering?
The ultimate goal of Service Engineering can be paraphrased with one word: value.
Understanding call center science is vital to running an effective call center. Effective operations, and the high-quality services that result, can be engineered based on science and metrics: science for direction, and metrics for status and verification. Service Engineering is the study and application of scientifically-based design principles and tactical uses of metrics to balance service quality, efficiency, and profitability.
All too often, high levels of efficiency come at the cost of low service quality. Or, high quality service comes at the cost of profitability. Achieving the right balance between service quality and efficiency is a fundamental operational challenge for call center managers. By giving a value to both the center and the customer, competing demands, priorities, and issues can be balanced. A coefficient of value allows for objective balancing of quality, efficiency, and profitability.
What is Six Sigma?
Today's call center strategic decision-makers and engineers use a Six Sigma design approach, metrics, and science to build and manage state-of-the-art call centers. Six Sigma is a rigorous and proven business design methodology that uses science, data and statistical analysis to improve business performance. With the goal of increasing profits by eliminating mistakes, waste, and rework, Six Sigma provides a means to identify and prevent process variation , or defects, to improve the predictability and success of business processes.
What You Will Learn
3. Cause and Effect Analysis
4. Six Sigma Design
5. How to Develop and Use Effective Service Level Agreements
6. Strategic Support Center Engineering and Reengineering
7. Getting the Center to Function as a Team
8. Tactical Process Engineering Methods
9. Culture Change Management
10. Financial Management
11. Structural Analysis and Design, Factoring, and Queuing Tools
12. Infrastructure Requirements and Ergonomics
13. How to Use Analysis Tools
14. How to Developing an Effective Design for Testing and Analysis
15. How to Perform Trending and Forecasting
16. Understand Outsourcing Issues
17. How to Use Training, Career Migration and Career Paths to Affect Rapid Agent Deployment
Who Should Participate
This certification series is for professionals responsible for support center performance management, reporting, call center operations, or implementation of performance improvement strategies. Participants that will benefit most from the course include CIOs, COOs, VPs of operations, directors, designers, and managers.
This program is designed to specifically address implementation of Six Sigma quality methodologies in contact center environments, both call centers and IT help desks. Participants completing the program will earn two certificates: the Six Sigma Black Belt Masters certificate, and a specialized Call Center Six Sigma Black Belt Masters certificate, collectively referred to as the "Call Center Six Sigma Master Black Belt".
Candidates for the Call Center Six Sigma Master Black Belt must complete four courses in sequence:
Candidates may enroll in each course separately, or into the entire series under the Fast Track Savings Plan. Courses I & II may be attended back-to-back during a single week by enrolling in the Certified Call Center Engineering 5-day Boot Camp.
Courses I, II, and IV are taught in a live instructor-led classroom format in cities across the United States. Black Belt candidates may attend courses I and II in the same city, back-to-back in one week, or in different cities one or more months apart. Course III is available in an online, university-level learning format, with instructor guidance and testing provided through the University of Arizona in Tucson. Course IV, the Six Sigma Black Belt Capstone Course, is offered twice a year.
Courses may be purchased separately, or courses I & II may be purchased together at a savings by enrolling in the 5-day Call Center Engineering Certification Boot Camp. The complete Call Center Six Sigma Black Belt Certification series may be purchased at one time under the Fast Track Savings Plan at a substantial savings.
Live, instructor-led classroom courses include the seminar, course materials, and refreshments each day. Dress is business casual. Laptops are optional. Classes begin at 9:00 AM and end at 5:00 PM each day
Register securely online with confidence or please call (708) 246-0320.
Fee and Scheduling Options
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.
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. Errors and omissions in pricing are not accepted.
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.