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.
Who Should Participate
The Call Center Manager Certification training course is ideal for managers transferred into the call center from other departments, those who wish to earn an internationally recognized call center manager certification, and is ideal for:
- Call center managers, 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
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.
What You Will Learn
Participants will learn:
- To assess the current state of their call center
- Key call center metrics and the relationship between key 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 use of contact 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 levels commitments
- How to create a call center Standard Operating Procedures manual that includes best practices for call handling, documentation and customer service
- To establish a training budget and training plans for new hire, 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 for the call center
- 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 projects identified in class
"Excellent. This education could be, for now, the main ROI driver for my business."—President & General Manager, Mundi Networks, Honduras
- Chapter 1 - Strategy and Assessment
- Chapter 2 - Metrics and Key Performance Indicators
- Chapter 3 - Call Center Technology
- Chapter 4 - Forecasting and Scheduling
- Chapter 5 - Call Center 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
"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
Chapter 1 - Introduction and Call Center Assessment
Chapter 2 - Metrics and Key Performance Indicators
Chapter 3 - Call Center Technology
Chapter 4 - Forecasting and Scheduling
Chapter 5 - Staffing the Call Center
Chapter 6 - Training and Retention
Chapter 7 - Coaching for Improved Performance
Chapter 8 - The Quality Monitoring Process
Chapter 9 - Performance Improvement Project Planning
"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
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.
The per student registration fee for this training and certification program is $2,995 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.
For more information, including dates, and to register:
Call us: (443) 909-6951
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