Call Center Recruiting, Selection, Training, and
Orientation
2-day training class
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Overview
Contact center representatives are the human capital of contact centers—the operation’s principal source of value creation and financial leverage. Since the principal responsibility of all managers is to safeguard capital and maximize its rate-of-return, then contact center management must make a serious effort to optimize retention and productivity.
This course outlines the design and underlying science of an innovative managerial system that maximizes a contact center’s overall financial performance through systemic management of recruiting, selection, learning, and the first 90 days of on-the-job experience.
By attending this seminar, course participants will attain:
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A New appreciation for the potential of contact center representatives to create financial value
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Insight into the financial impact of retention and productivity
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An understanding of the negative financial impact of many approaches to recruiting, selection, training and supervision
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A systematic approach for maximizing the retention and productivity of new reps
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Science-based knowledge on more effective methods for managing all reps
This program is intended for contact center executives, managers and staff professionals, plus CRM executives and consultants.
Managers of contact centers will learn how to bring their operations into alignment with corporate CRM strategy, and how to make their work easier and more effective.
CRM executives will learn how to harness the real potential of contact centers and move them beyond today’s uninspired performance levels.
Individuals wanting to boost their CRM or Contact Center careers will acquire a fresh perspective and learn a systemic approach to service operations management.
Leadership teams will find this program particularly valuable to attend as a unit, as group participation creates common perspective, vocabulary and tools, and accelerates the development of action plans and achievement of improved results.
Look at this agenda!
What Makes the Difference
- Human capital management
- Optimizing retention and productivity
- Systemic approach to management
- Hiring the right people
- Getting their best work
Process, Principles and Concepts
- Process design fundamentals, Principles and concepts
- Management team implications
- Leadership and support
Defining Rep Attributes
- Contact center strategy and process
- Work design
- Work environment
- Role competence and qualifications
- Specifying attributes that matter
Recruiting, Assessing and Selecting
- Attracting qualified candidates
- Sharing the reality
- Assessing the right things accurately
- Making the decision to hire
- From offer to commitment
- Internal communication and feedback
Starting, Orienting and Training
- Begin with the end in mind
- Getting settled, fitting in and becoming productive
- Approaches to new-hire training
- Minimizing backspin with topspin
Coaching, Leading and Developing
- Focus on the customer
- Guiding to peak performance
- Appreciative QA
- Their part of the plan
- Maintaining a supportive environment
- Sustaining continuous improvement
Special bonuses for on-line registration!
Register from this web site and receive a complimentary customer service book from the Resource Center*. To learn more about these books, click on the open book icons to the left of each title. Choose from:
Smile Training Isn't Enough
Revolutionizing Support Staff Training
Coaching for Improved Work Performance
Coaching Knock Your Socks Off
Service
Coaching for World Class Customer Support
* Normal shipping and handling fees apply
Seminar Schedule
| This class is not currently offered. |
Registration Fees
The per student registration fee for this 2-day seminar is $950, and includes the seminar, course materials, refreshments, and lunch. Dress is business casual.
Instruction begins at 8:30 AM and concludes at 4:30 PM each day. Course materials and continental breakfast will be available at 7:30AM. There will be a reception at 5:30 PM on the first day of class.
To register, call (708) 246-0320 or click on the "Register" button below.
Payment is due prior to the seminar, including payment on purchase orders. If payment is not received, a credit card hold will be required for participation. This card will only be processed if payment has not been received within two weeks following the conference.
Cancellation Policy. Registrants may cancel up to ten business days in advance of the seminar start date for a full refund, less administrative fees of $300. 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 $300, toward any other Resource Center seminar. In the unlikely event that a seminar must be cancelled, you will be notified at least one week prior to the seminar date. Seminar provider is not responsible for losses due to cancellation including losses on advanced purchase airfares.
Agenda, course dates, and locations are subject to change.