In-person Seminar. 2-day instructor-led training and certification
This is the contact center industry's most up-to-date course on essential supervisory
job skills and techniques. It is indispensable training for serious contact center
supervisors and help desk team leads.
Overview
Attendees of the Contact Center Supervisor Certification training program
will learn techniques for leading the call center's most important resources: the
professionals and analysts that interact directly with customers. This newly updated,
expanded and enhanced training course provides call center and help desk team leads
and supervisors 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 the best tactics and practices for agent training
and development, motivation and retention, team collaboration, performance measurement
and management, and self-assessment.
"The class was much more than I expected. I would definitely recommend it to others."
-- T. Burton, Supervisor, Delta Air Lines, Inc.
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.
"Because this was a quality training program with sufficient handouts, presentations
and real world examples and experiences, our supervisors have a better understanding
of their jobs. This training will assist us in becoming a 'Best in Class' call center."
-- P. Robinson, Supervisor, Employee Development, Memphis Light Gas and Water
What You Will Learn
Participants of the 2-day Contact Center Supervisor Certification program
will learn:
- Key dimensions of supervisory leadership in the support center
- How to communicate effectively across all job levels
- How to adjudicate conflict between team members
- The most effective elements of supervisory communication
- How contact center business strategy impacts front-line performance
- How to manage front-line professionals' performance based on service level agreements
- How to manage and report contact center and agent key performance indicators
- The impact of first contact resolution on the contact center
- How to manage front-line absenteeism and adherence to schedule
- How to create an agent performance scorecard
- The cost and causes of attrition and how they impact the contact center
- How to use DISC communication styles to improve representative-supervisor interactions
- How to effectively lead a coaching session using a formal coaching process and
coaching discussion planner
- The most common coaching fears and mistakes and how to avoid them
- Common reactions to feedback and coaching, and how to respond
- How to create a Standard Operating Procedures manual that includes best practices
for call handling, documentation and customer service skills
- How to manage each stage of the training cycle for continuous performance improvement
- Keys to building successful motivation and retention plans
- Employment laws that apply to the contact center and the supervisor's role in protecting
the contact center from legal complications
"I found the course very informative and engaging, and one of the better training
courses that I have attended, with real-world ideas and suggestions. By implementing
the knowledge gained, the organization should see improvement in the call center's
performance and customer satisfaction." - E. Bishop, Supervisor Customer Service,
Metropolitan Atlanta Rapid Transit Authority
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.
"This course is an excellent source for how to manage and run a better call center.
It will provide you with the tools to improve the level of quality for the contacts
and the agents." -- Alonzo Smith, Workgroup Team Leader, Konica Minolta Business
Solutions
Who Needs to Attend
- Team leads, supervisors and managers that lead, inspire and develop front-line
contact center and help desk service professionals
- Recently promoted front-line professionals 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.
Attendees with no exposure to a contact center environment may attend Introduction
to Contact Centers, a 2-day course that provides foundation information
and prepares industry newcomers for higher level contact center training courses.
Follow-on Courses
"The course rated highly ("A"). The instructor was clear, the class was interactive,
and the materials were thorough. Supervisors taking this course will be more prepared
and educated in methods to assist front-line staff to become better employees."
-- Supervisor, Metropolitan Atlanta Rapid Transit Authority
Course Deliverables and Take-Home Tools
In-class materials and take-home tools include:
- DISC communication styles assessment tool
- DISC implementation guidelines
- Cost per Contact calculation worksheet
- SWOT analysis template for assessing strengths, weaknesses, opportunities, and
threats to your contact center
- Templates for creating Service Level Agreements (SLA) and Operating Level Agreements
(OLA)
- Template for creating a Standard Operating Procedures (SOP) manual
- Agent scorecard template
- Skill needs analysis template
- Phone screening interview template
- Behavioral based interviewing questions based on agent skills needs
- Skills gap analysis template
- Coaching discussion planner tool for planning and scripting a coaching discussion
based on the the professional's motivational disposition
"Excellent! I learned a lot. This will definitely benefit me and my company." --
Jimmy Moore, Team Lead / Supervisor, Konica Minolta Business Solutions
Course Agenda
The Contact Center Supervisor Certification training program is a two-day,
four-module, non-customized course.
Introduction and Self-Assessment
- Introductions and Overview of the CCSC Training and Certification Program
- Goals and Learning Objectives of the CCSC Training Course
- Assess the State of Your Contact Center and Team
Chapter 1 - Essential Leadership Skills
- The Supervisor's Role and Responsibilities
- The Complete Supervisor Skill Set
- Leadership Skills Assessment
- Strategies for Improving Leadership Skills
- The Positive Role Model
- Practices for Developing Working Relationships With and Within the Team
- How to Align Decisions and Actions with the Contact Center's Mission and Vision
Statements
- How to Channel Constructive Team Member Input
- Conflict Management
- Conflict Resolution Skills Assessment
- Strategies for Improving Conflict Resolution Skills
- Causes of Conflict
- Available Resolution Resources
- Your Own Conflict Management Style
- Collaboration, Competition, Compromise, Accommodation, and Avoidance
- Using a Conflict Resolution Planning Process
- Developing Good Time Management Practices
- Time Management Skills Assessment
- Strategies for Improving Time Management
- Prioritizing Tasks
- Identifying Time-Wasters and Distractions
- E-mail Management
- Best Practices
- Employment Laws Supervisors Should Know
- Employment Law Self-Assessment
- Compliance Guidelines That Affect Representatives and Supervisors
- Interviewing Guidelines
- Family and Medical Time Off
- Wage, Overtime, and Scheduling Guidelines
- Record-keeping Requirements and Practices
- Joking, Banter, or Harassment?
- Building Positive Working Relationships With Managers
- Contributing Solutions
- Power Styles
- Consistency
- How to Say No
Chapter 2 - Metrics and Key Performance Indicators
- The Tactical Values of Metrics, KPIs, and SLAs
- Performance Management Self-Assessment
- Key Performance Indicators and Metrics Differentiated
- Service Level Agreements
- Why Service Level Agreements Are Drafted
- Components of Service Level Agreements
- How Service Level Agreements Impact Contact Center and Front-Line Professional
Performance
- Strategies for Managing Service Level Performance
- The Top Supervisory Contact Center Metrics
- Each Metric Defined, Why it's Measured, How it's Measured or Computed, and What
it Means to You as a Supervisor:
- Average Talk Time
- After Contact Work
- Hold Time
- Average Handle Time
- Available Time
- Auxiliary Time
- Staff Shrinkage
- Occupancy Rate
- Schedule Adherence
- Average Speed of Answer
- Service Level
- Employee Satisfaction
- Calls in Queue
- Contacts per Agent
- Conversion Rate
- Error Rate
- Transfer Rate
- Attrition Rate
- In Depth: The Contact Center Top Six Key Performance Indicators
- Customer Satisfaction
- Abandonment Rate
- Cost per Contact
- Quality
- Utilization & Shrinkage
- First Contact Resolution
- Managing Attrition
- Attrition Defined
- The Impact of Attrition
- Evaluating the Costs of Attrition
- Examining the Causes of Attrition
- Developing a Plan to Reduce Attrition Rates
- Performance Management Tools
- Creating the Agent Scorecard
- Design Your Metrics and Key Performance Indicators Task Plan
Chapter 3 - Communications and Coaching for Continuous Performance Improvement
- Fundamentals of Coaching
- The Role of Coach
- The Differences Between Coaching, Critiquing, Feedback, and Performance Reviews
- How to Implement Steps to Create a Coaching Culture
- The Coaching Role from a Management Perspective
- Performing a Coaching Self-Assessment
- Determining Areas of Opportunity
- Assessing Your Coaching Fears
- Strategies for Overcoming Coaching Anxiety
- Common Coaching Shortcomings
- How to Implement Strategies to Avoid Common Coaching Mistakes
- Pre-Coaching Preparation Tasks
- Investigating and Documenting
- Preparing the Coaching Situation Statement
- Assessing Motivation and Performance Levels
- The Four Agent Pre-Disposition Profiles
- Predicting Agents' Pre-Dispositions
- Motivation Level Factors
- Performance Levels Factors
- Choosing the Correct Type of Coaching Session
- The Five Types of Coaching Sessions
- Preparing Responses
- Five Common Reactions to Coaching
- How to Manage and Coach a Friend
- Practice Exercise: Planning for a Coaching Discussion
- Perform a Coaching Self-Assessment
- Review Your Action Checklist in Preparation for a Coaching Session
- Prepare a 10-step RCCSP™ Coaching Discussion Planner
- Coaching
- Conducting the Coaching Session
- Effective Coaching Skills and Techniques
- Active Listening
- Proactive Questioning
- Positive Tone
- Word Choices
- Body Language
- Post-Coaching Best Practices
- Reviewing and Summarizing Notes of Discussion
- Documenting the Coaching Session
- Follow-Up Activities
- Coaching Communication Styles
- Assessing Your Own Coaching Style
- DISC Assessment and How it is Utilized
- Determine Your Communication Style
- Adapting Your Communication Style to Enhance Understanding and Persuasiveness
- How to Use Communication Style to Maximize Coaching Discussion Effectiveness
- Coaching Tools
- Perform a Coaching SWOT Analysis
- Design the Communication and Coaching Task Plan
- Timelines
- Deadlines
- Resources
- Threats
- Progress Benchmarks
- Goals
Chapter 4 - Agent Training, Motivation and Retention Best Tactics and Processes
- Assessing the Contact Center's Training Practices
- Evaluating the Existing Contact Center Professional Training Program
- Practices and Shortcomings That Can Reduce the Effectiveness of Training Programs
- The Supervisor's Roles and Responsibilities in the Agent Training Cycle
- Evaluating the Effectiveness of Each Phase of the Contact Center's Agent Training
Cycle
- How to Create and Maintain an Effective Front-Line Professional Training Program
- Successful New Hire Training Strategies
- Nesting Transitional Training
- Recommendations for Successful Nesting Transitional Training
- Up Training
- Recommendations for Successful Up Training
- Refresher Training
- Agent Mentoring Programs and Program Recommendations
- Building a Front-Line Representative Retention and Motivation Program
- Motivation and Retention Program Benefits and Outcomes
- Motivation Methods and Rewards
- Personal Motivation Profiles, their Creation and Uses
- Preparing a Training, Motivation, & Retention Task Plan
- Developing and Communicating Contact Center Standard Operating Procedures
- Contents of a SOP Manual
- How to Structure a Standard Operating Procedure
"This course was excellent. The information shared and industry knowledge was very
valuable." - D. DeJesus, Manager Customer Care, Metropolitan Atlanta Rapid Transit
Authority
Certification Process
This certification is officially recognized by the RCCSP Professional Education
Alliance and its members.
The CCSC examination process consists of two parts:
- Class attendance
- An online certification exam
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.
Instructors For This Course
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.
Registration Fees
The per student registration fee for this training and certification is $1,795 and
includes:
- 2-day instructor-led training
- All training materials
- Certificate of Completion
- Contact Center Supervisor CD-based Toolkit
- Certification exam fees
- Continental breakfast, lunch and refreshment break
Class begins at 9:00 AM and ends at 5:00 PM each day. Business casual attire is
appropriate.
To register, click the "Add to Cart" button or call 443-909-6951.
