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Call Center Manager Certification Training

In-person Seminar. 3-day instructor-led training course, includes certification exam.

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.

"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
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
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 - 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
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
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.

"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
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
"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.

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 instructor 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.

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, click the "Add to Cart" button or call 443-909-6951.


Date Location Venue Price (US Dollars) Order
Jan 26-28, 2016 Los Angeles, California DoubleTree Ontario Airport
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Sep 19-21, 2016 Ottawa, ON Canada Hilton Garden Inn Ottawa Airport
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Seminar Payment Policy
Payment is due prior to the seminar

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 the week following seminar delivery date.

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 $500. Or, you may transfer your registration to another member of your company at no additional charge. Registrants canceling within fourteen days of the seminar will receive credit, less administrative fees of $500, toward any other Resource Center seminar. As seminars can be cancelled for under-enrollment from time to time, we strongly recommend that registrants traveling by air purchase only refundable tickets.

Refunds

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.

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.

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.