Call Center Manager Training and Certification
3-day instructor-led class, includes certification exam - $2,795
On-site delivery available
RCCSP
  Professional
    Education
       Alliance

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:

  • To assess the current state of their call center
  • Key metrics and the relationship between metrics
  • The scorecard approach for monitoring key metrics and reporting results to upper management
  • How to create effective Service Level Agreements with customers
  • How to create effective Operating Level Agreements with internal staff and groups
  • Best practices for call center technologies
  • How to create a business case to justify staffing needs to upper management
  • Best practices for forecasting call volume, call work load, and scheduling staff
  • How to use Erlang formulas and workforce management tools to calculate the staffing needed to meet service level commitments
  • How to create a call center Standard Operating Procedures manual that includes best practices for call handling, documentation and customer service
  • How to establish a training budget and training plans for new hires, mentoring, and on-going training
  • Guidelines for facilitating effective training meetings
  • Keys to building a successful motivation and retention plan
  • How to establish quality monitoring requirements
  • How to build monitoring forms
  • How to conduct a successful coaching conversation
  • How to facilitate an effective meeting with staff and agents
  • How to build a road map for implementing performance improvement and preocess improvement projects

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 - Staffing

Chapter 6 - Training and Retention

Chapter 7 - Coaching and Communication

Chapter 8 - Quality Monitoring

Chapter 9 - Call Center Project Planning

Deliverables and Tools

  • Current call center assessment
  • SWOT analysis template for assessing strengths, weaknesses, opportunities, and threats for your call center
  • Templates for creating service level and operating level agreements
  • Template for creating a standard operating procedures manual
  • Revelation by RCCSP™ - a leading workforce planning, scheduling, and performance analysis software tool.
  • Quality monitoring form templates
  • Sample metrics reports and tools
  • Skill needs analysis template
  • Phone screening interview template
  • Interviewing questions based on skill needs
  • Sample hiring letter
  • Sample rejection letter
  • Sample customer satisfaction survey tools
  • Coaching discussion planner template to plan and script coaching discussions based on readiness levels
  • 3 days of instructor led training, with activities, discussion, and practical application of new skills
  • Student course manual and call center management reference
  • CD containing tools, templates, and software used in class
  • Post-course instructor coaching and email support

Who Should Participate

The RCCSP Call Center Manager Certification training course is ideal for managers transferred into the call center from other departments, for those who wish to earn an internationally recognized certification, including:

  • Help desk managers, supervisors, and experienced team leaders
  • Business professionals being transferred to the call center
  • Professionals responsible for improving or re-organizing an existing center
  • Managers and executives with call center oversight
  • Leaders charged with forming a new call center department or business
  • Recently promoted supervisors and team leads with expanding responsibilities
  • Contact center recruiters, coaches, trainers, mentors and quality assurance professionals

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.

Agenda

Day 1

Chapter 1 - Introduction and Call Center Assessment

  • Introductions and overview of the CCMC course
    • Goals and learning objectives for the CCMC course
  • Perform a current assessment of your call center
  • Perform a call center SWOT analysis
  • Define a call center vision statement
  • Identify and document near-term strategies for your call center

Chapter 2 - Metrics and Key Performance Indicators

  • Assess your current use of Key Performance Indicators
  • Understand the importance difference between metrics and Key Performance Indicators
  • How to classify metrics for a performance management scorecard
  • Understand each of the top call center metrics and performance indicators
    • A definition of the measure
    • Useful scorecard classifications
    • How to calculate the measure
    • How to use the metric or KPI in managing the call center
    • The relationships between key metrics
    • Establishing call center metric target values
    • Evaluating results
    • ABA - Abandonment Rate
    • ACW - After Contact Work
    • AUX - Auxiliary Time
    • Available Time
    • AHT - Average Handle Time
    • ASA - Average Speed of Answer
    • Attrition Rates
    • ATT - Average Talk Time
    • Blockage
    • Calls in Queue
    • Contacts per Agent
    • Conversion Rates
    • CPC - Cost Per Contact
    • Customer Satisfaction
    • Employee Satisfaction
    • Error Rates
    • FCR- First Contact Resolution
    • Forecasting Accuracy
    • Hold Time
    • Idle Time
    • OCC - Occupancy
    • Quality
    • Schedule Adherence
    • Schedule Efficiency
    • Self-Service Utilization
    • SL - Service Level
    • Staff Shrinkage
    • Transfer Rate
  • How to use metrics and KPIs to achieve call center success
    • Verify that selected KPI's are valid performance measures for your call center
    • Conduct a Stakeholder KPI Analysis
    • Linking KPI target values to call center strategies and objectives
    • Align key metrics with customer expectations and satisfaction
    • Create your KPI Scorecard
  • Understand the importance and use of Service Level Agreements (SLAs) and Operational Level Agreements (OLAs)
    • How to create and manage SLAs and OLAs

Day 2

Chapter 3 - Call Center Technology

  • The role of technology in the call center
  • Tracking the flow of calls through various technologies in the call center
  • Call center technology tools and how tools are being used within the call center structure
  • Current trends in call center technology
  • Best practices for creating IVR scripts
  • The pros and cons of virtual call centers
    • Benefits and risks of virtual call center reps
    • Business considerations before adding virtual reps
    • What to include in your Telecommuting Standard Operating Procedures manual
  • Workforce management software

Chapter 4 - Forecasting and Scheduling

  • Forecasting future call center volume and demands
    • Key forecasting principles
    • Metrics that effect forecasting
    • Forecasting limitations
    • Volume variation patterns that can facilitate forecasting
    • Planning for the forecasting process
      • Time intervals that correspond to variations in call volume
      • Selecting a forecasting time horizon
      • Planning for unanticipated changes or events
      • Assessing forecasting risks and hazards
      • Performing analyses
      • How and when judgment and intuition play a role in forecasting
  • Forecasting call center agent workload
    • How to collect workload metrics
    • Analyzing historic call volumes and predicting variations and trends
    • How to calculate and forecast future workload
  • Forecasting required staffing levels
    • Calculating staffing requirements using the Erlang C formula
    • Shrinkage and how it impacts call center productivity
      • Causes
      • How to correctly calculate shrinkage
      • Opportunities for controlling shrinkage
      • Developing a plan for controlling shrinkage
    • Adherence to schedule and how it impacts the call center
      • Schedule adherence variances
      • Calculating schedule adherence
      • Tactics for improving agents' adherence to scheduled
  • Creating optimal staffing schedules
    • Schedule optimization techniques
    • Using workforce management software
  • Developing an action plan for improving forecasting and scheduling in your call center

Chapter 5 - Staffing the Call Center

  • Building your call center staff using the RCCSP 10-Step Staffing Model
  • Assessing current call center staffing conditions
    • The current staff hiring process review
    • Skill gaps
    • Current attrition and its impact
      • Calculate the cost of attrition
      • Examine causes of attrition
      • Develop a plan to reduce attrition
    • The exit interview process
    • Working forecasted staffing requirements and workforce management practices into the process
  • Prepare a business case
  • Perform an Agent Skills Analysis
  • Perform an Agent Skills Gap Analysis
  • Call center job descriptions
  • Conducting an agent search
    • Methods of searching for qualified candidates
    • HR Operating Level Agreements and the value of establishing parameters of support
    • Techniques for developing an employee referral program
  • Pre-screening processes
  • Correct use of candidate testing and assessments
    • Developing a testing process
    • Types of pre-employments skills tests and other assessments
  • Simulation and observation techniques in hiring
    • Developing the process
    • How to select appropriate simulations
    • Methods of observation
    • Observation planning steps
  • Face to face interviewing
    • Behavioral-based interviewing techniques
    • How to align the interviewing process with the job skills analysis
  • The job offer
    • Verifying criteria for employment
    • How to draft effective offer and rejection letters

Chapter 6 - Training and Retention

  • The impact of an effective training program
  • Preparing the business case
    • Appropriate budget allocation for call center training
    • How to evaluate the current call center training plan and its effectiveness
  • The continuous improvement call center agent training cycle
    • New hire training
    • Nested transitional training
    • Up training
    • Refresher training
  • How to develop and communicate standard operation procedures
  • A training program development design methodology
  • Analysis of call center training needs
    • How to conduct a training needs analysis
    • Identifying training program stakeholders
    • Prepare a Stakeholder Impact Analysis
  • Training program design
  • How to establish training goals and objectives

Day 3

Chapter 7 - Coaching for Improved Performance

  • Fundamentals of coaching
    • The special role of a coach
    • Your coaching role within the call center
    • Differences between coaching, critiquing, feedback and performance reviews
    • How to create a coaching culture
    • Qualities of an effective coach
    • Perform a coaching self-assessment
    • Assess your coaching fears and learn how to overcome them
    • Common coaching mistakes and strategies for avoiding mistakes
  • How to define and prepare for a coaching session
    • Pre-coaching phase preparation
    • The coaching situation statement
    • Determining a person's disposition based on motivation and performance levels
      • The four dispositions
    • Selecting a coaching method and preparing for responses
      • Different types of coaching conversations and how to correctly conduct each for maximum effect
        • Performance Improvement
        • Counseling
        • Teaching
        • Motivating
        • Investigative
      • The five types of employee responses and how to address them
    • Establishing a coaching plan for team leads and supervisors
      • The 11-step coaching self-assessment
      • The coaching session Action Checklist
      • The 10-step coaching discussion planner
    • Practice coaching sessions
  • Conducting the coaching session
    • Coaching techniques; how and when to utilize them
      • Active listening
      • Proactive questioning
      • Positive tone, words and body language
    • Notes, review, and good summarization technique
  • Post-coaching follow-up action planning
  • Fine-tuning your communication skills
    • Learn how to communicate effectively with different communication styles
    • Assess your communication style in class using the "Classic" (i.e. non-abbreviated) DISC Communication Style assessment
    • Strategies you can use to better communicate and adapt to others' communication styles

Chapter 8 - The Quality Monitoring Process

  • Establish the quality requirements for your call center
    • Quality management defined
    • Defining the organization's concept of quality
    • Developing a quality monitoring program mission statement
    • How to define quality monitoring standards
    • Aligning quality objectives with customer satisfaction
    • How to communicate quality monitoring goals and value to agents, customers, and management
  • Designing a quality monitoring form
    • Build a new monitoring form based on seven best practices
    • How to determine and categorize characteristics of a call that lead to quality
    • Guidelines to be used in evaluating call quality
    • Monitoring forms that incorporate the key service categories and call components
    • Creating a quality monitoring scoring system
    • How to define agent scoring objectives
  • Establishing quality team responsibilities and parameters
    • Who monitors
    • How often should calls be monitored
    • Who provides post-monitoring coaching
    • The volume of calls to monitor
    • Methods by which call can be monitored
    • Determining the frequency and timing of call monitoring activities
  • Performance evaluation standards
    • Performance measures for the quality monitoring process
    • Performance measures for the quality monitoring team
  • Implementing a coaching and feedback loop for continuous improvement
    • The who, how, and when of providing effective monitoring feedback
  • The calibration process
    • Standard deviation and uniformity of scoring -- how they relate
    • How to compute and use standard deviation to improve quality in monitoring
  • Quality monitoring software and capabilities
  • How to document the quality program and manage changes in the process
  • How to use quality scores as a marketing tool with key stakeholders

Chapter 9 - Performance Improvement Project Planning

  • Selecting and prioritizing performance improvement projects
  • How to identify high-impact, affordable, worthwhile improvement projects
    • Financing criteria
    • Staffing requirements
    • Impact criteria
  • Creating a business plan
  • Proposing plans to management for approval
  • Selecting, planning, and implementing your CCMC certification project

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 three parts:

  • Class attendance
  • Achieving a passing score on the online certification exam
  • Completion of a certification project

Demonstration of Learned Skills: Participants will complete a three-day instructor-led training course, where they will participate in hands-on learning and group exercises and demonstrate compentencies 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 knowledge-assessment certification exam.

Certification 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 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:

  • A call center Service Level Agreement
  • A marketing plan
  • A metrics report using a balanced scorecard approach
  • A coaching discussion planner
  • A staffing or hiring business case
  • A quality monitoring form or calibration process
  • A call center team skills gap analysis
  • A customer satisfaction survey
  • Quality monitoring standard operating procedure manual
  • Agent standard operating procedures manual
  • And many other options

To increase the likelihood of every participant successfully completing the certification project, feedback will be provided by the Certification Project Review Committee 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.

5-Day Accelerated Boot Camp Option

Want to get more done in less time?  The accelerated 5-day Call Center Management Boot Camp includes all days of the Call Center Manager Training and Certification, plus two additional days of hands-on workshop with one-on-one guidance.  Over the course of the 2-day extended workshop, you will:

  • Assess your center's capabilities in each process area
  • Take a deeper dive into the call center management areas of greatest interest to you
  • Prepare strategic plans for improving your center
  • Select a work project that will benefit your center
  • Start work on your project immediately
  • Get forms, templates, software, and the one-on-one guidance you need, in the classroom, from RCCSP industry leaders
  • Complete work on your call center improvement project of choice.

Learn more about the extended 5-day Call Center Management Boot Camp and maximize the return on your training investment.

The most recently certified CCCMs are listed here.

Registration Fees

The per student registration fee for this training and certification program is $2,795 and includes:

  • 3-day instructor-led training
  • All training materials
  • Course certificate of completion
  • Certification exam fees
  • Breakfast, lunch and refreshments each day.

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.

Seminar Schedule

July 21-23, 2014 Chicago, IL   Marriott Oakbrook
Aug 4-6, 2014 Cleveland, OH   Wyndham Cleveland
Aug 25-27, 2014 Seattle, WA Washington Information Network Offices
Aug 25-27, 2014 Los Angeles, CA To Be Determined
Sept 8-10, 2014 Atlanta, GA Embassy Suites Buckhead
Sept 29-Oct 1, 2014 Clearwater, FL   JWB Council Pinellas County near Holiday Inn Express
Oct 20-22, 2014 Las Vegas, NV   Platinum Hotel
Dec 1-3, 2014 Tampa, FL Doubletree Suites by Hilton Tampa Bay
December 2014 Cancun, QR Mexico To be Determined
Feb 11-13, 2015 Lansing, MI Michigan Association of United Ways
Feb 18-20, 2015 Phoenix, AZ Embassy Suites Phoenix Airport
Feb 25-27, 2015 Washington, DC Embassy Suites Washington DC
Apr 8-10, 2015 St Louis, MO Embassy Suites St. Louis-Downtown
Apr 27-29, 2015 Nashville, TN Double Tree Suites by Hilton Hotel Nashville Airport

Maximize Your Training Investment - Attend Courses Back-to-Back

This course immediately follows related courses in select locations:

In-House Training Option

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 five attendees, and a per person fee for each attendee thereafter.  On-site fees are all inclusive:

  • Base Fee for up to 5 participants - $13,995 includes:
    • 3-day instructor-led training course
    • All training materials
    • Includes all instructor's travel and lodging expenses (for onsite presentations of 18 or less participants, in the continental US)
    • Certification exam fees and certificates of completion
    • E-mail and phone support to provide post-course certification project guidance
  • Additional participants - $995 each

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:

  • A flipchart easel with self-stick flipchart paper and markers
  • Projection screen

Language Options

In-house private instruction and the CCCM certification examination is available in:

  • English

Request In-House Training

Call Center Manager On-site Training and Certification, up to 5 participants, $13,995
Additional Attendees, $995 per person

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.

 No travel budget?  No problem. We'll pay your airfare. Click here.

Dates, Locations and Registration

What some past attendees say...

"This course completely covers the range of topics needed to begin a call center or develop an existing one. The instructor was phenomenal. This class should be the bar that others need to meet."
-- Nick Qualman, Customer Support Manager, International Allied Systems

"Absolutely fantastic. As a new manager, attending this event made me feel so much more prepared for my new responsibilities, and I honestly feel like my managerial skills have jumped ahead by about 4 years. I've already returned to the manual and tool kit several times since I got back. In particular, I found the coaching section to be most helpful and the KPI and Metrics framework really simplified a daunting task for me."
-- Manager of End-User Services, Planned Parenthood Federation of America

"Excellent. This education could be, for now, the main ROI driver for my business."
-- President & General Manager, Mundi Networks, Honduras

"The training met all my expectations and more. Materials are very useful and thorough. RCCSP is very professional and educated. I would attend another RCCSP training or certification program, because the education provided is priceless."
-- Linda Lindan, Public Works Customer Service Advocate, City of Bryan, TX

"Very professional -- impressive! This is honestly the first call center training course I have taken where the subject matter was taught in a way that could be applied to our existing call center. EXCELLENT!"
-- Kasey Drake, Manager of Customer Service, Intervet/Schering-Plough Animal Health

"The course covered everything needed to run an effective call center. Also, I liked the fact that there was no wasted time. This was well worth the cost. This course rates higher than most of the courses I have attended. I wish I could have attended sooner." -- Carresqual Dixon, Department of the Navy

"The size of the class allowed for great input, and feedback was customized to each of our needs. Excellent tools and resources were provided. This training will decrease any confusion about how procedures and tasks should be done." -- Support Desk Manager, Texas Department of Family Services

"Excellent tools and resources. The materials are comprehensive and there's no need to go elsewhere."
-- Valerie Williams, Call Center Manager, DRS Tactical Systems

"I would rate the course as excellent. I gained a lot of useful information that I could immediately apply to my call center. The organization has already realized a return on this investment in education by using several of the templates on the resource CD."
-- Supervisor, Defense Finance and Accounting Service

"The class was great!!! This course will benefit anyone who works in a call center whether they are a novice or a veteran. Not only did I learn additional call center lingo, it further equipped me with the necessary tools to effectively run a call center."
-- Adrienne Daniels, Call Center Supervisor, New York City Employees Retirement System

"This was a very worthwhile class. As one who manages a call center manager, this was extremely valuable as a survey course, and it was helpful to get the perspectives of call center managers that were in the course. I will be able to use this knowledge to begin to make immediate positive changes."
-- Tim Robison, Senior Vice President, Prison Fellowship Ministry

"I selected the RCCSP Call Center Manager Certification course because I needed a "One Stop Shop" with all the topics, due to my inability to be away from the call center for long periods of time.  After this class, I realize how much we have been missing by not looking at all the necessary data.  I learned so much, I cannot wait to start implementing what I have learned.  Excellent."
-- Christy Morris, Director of Operations, Marlowe's Telecommunications

"Excellent. Great instructor, great manual and information provided. Lots of resource material. RCCSP is specialized, professional, and has qualified staff and trainers. This was my first experience in terms of call center training -- but it's the best training experience I've had in my entire professional career."
-- Melissa Vondrasek, Contact Center Manager, Conney Safety

"Very good study materials. The instructor was on-point and the material and recommendations provided were relevant to the subject matter. The overall experience was informative, inspiring and rewarding. Very professional organization. Very innovative material. Very knowledgeable instructor. I rate the course as excellent."
-- Benny Dreher, First Call Express Manager, Maryland Automobile Insurance Fund

"Other call center training courses seem to have been more of a hodge podge of information, both relative and disconnected from the real topic.  This course was very well planned and outlined.  I look forward to experiencing more of the RCCSP Alliance's classes in the future, particularly Workforce Management."
-- Business Analyst, Virtual Hold Technology

"Interesting, educational, and fun.  Not a combination you find too often in the 'seminar' world.  Truly the best seminar I have ever attended.  By the way, I was not sponsored by any company. I did this on my own, and I wouldn't hesitate to do it again."
-- L. Knox, Springfield, VA

"I really thought the course was great, very valuable, and I'm sure the ROI will reap benefits. I definitely would recommend it to others. I actually already have."
-- Leah Deason, Call Center Manager, DOC Maintenance, Inc.

"It was an excellent experience, and on a scale of 1 to 10, a 10. RCCSP is the best career resource I have dealt with so far for call center training.  This will be a big return on our investment."
-- Jamilatou Saidy, Consumer Affairs Officer, Public Utilities Regulatory Authority, The Gambia

"Thank you so much for this overall learning opportunity, as it certainly has made a difference in the performance of my center."
-- Manager of Customer Service and Order Management, Oreck Corporation

"As a trainer, a coach, and a courseware writer, I must say this is one of the best courses I have attended in years.  I would attend another RCCSP course, because of the quality of content and the trainers I've seen here."
-- Christine Simard, President, Pro Coach Training, Canada

"Compared to other call center training courses, there is a lot of group interaction and group exercises.  The instructor was the best I have seen of the courses I've attended. The RCCSP Professional Education Alliance is a valuable asset to any organization dealing with customer service.  Excellent training experience."
-- Supervisory Analyst, Defense Finance and Accounting Services

"The instructors are great and  they gave excellent feedback and suggestions.  The class was much more than I expected.  Very personalized.  I would definitely recommend it to others."
-- Tumani Burton, Supervisor, Delta Air Lines, Inc.

"It's a great course, something that our company should have taken a long time ago and something that I will be recommending."
-- Len Hughes, Support Systems Manager, Eastern Municipal Water District

"A very complete and worthwhile investment to improve corporate effectiveness."
-- Asirio Santana, President, Contacto Directo, Dominican Republic

"I would recommend this program because it covers all aspects that are involved in the operation of a call center. It provides the knowledge base for a successful operation, and it has personal value to the participants because of the certification aspect.
-- Arlene Harvey, Customer Care Manager, Oceanic Digital Jamaica

"Excellent, excellent job! This far outweighs any course I've attended.  I HIGHLY recommend it."
-- Cynthia Stevko, Coordinated Transportation Solutions

"Knowledge gained from my experience with RCCSP has improved our center's ability to cope with the demands of the work responsibilities. The certification and training class met and surpassed my expectations by giving me the tools to better oversee my operations and a deeper understanding of why actions in the call center impact the overall water utility operations in the ways that they do. The  positive impacts of the certification project on our contact center were both economic and operationally based."
-- David Jacobs, Project Manager, City of Garland Texas Water Utilities

"My initial thought was to verify if the Alliance certification carried any weight. But, after surfing the web for alternatives, I was referred back to RCCSP. By far the best!!"
-- Eric Johnson, Associate Call Center Manager, ICF International

"I chose this course based on the content, the exam, and project requirements, and also to be certified as a 'plus' for our clients. The course is excellent!  Very high ratings from me."
-- Manager of Reservation Operations, Wyndham Jade

"After considering other courses I selected the RCCSP Call Center Manager Certification because of the project requirement. This is real life working knowledge.  It doesn't get better than that.  I am very satisfied with the training.  Wonderful!"
-- Jennifer Williams, Customer Care Manager, 2Checkout.com

"Excellent, well sequenced material presented by a very knowledgeable expert in the field.  We expect to realize a return on this education.  Certification improves our ability to support our business case.  It gives us more credibility and expands our knowledge."
-- Scott Solomon, Business Analyst, Virtual Hold Technology

Recommended Follow-on Courses:
Contact Center Metrics, Data Analytics and Reporting

Call Center Engineering 5-day Boot Camp

Call Center Workforce Management: Hands-on Boot Camp

Call Center Director Training and Certification
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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.

Become a certified callcenter manager