Call Center Manager. Communicating with others that share your preferred style: Review, demonstration, and differentiation: Dominant, Influential, Steady, and Conscientious styles, What communication style profiling can tell you about the caller, Predictable communication expectations, shortcomings and flashpoints, by Center The knowledge of the instructor was mind-blowing. and know how to create metric scorecards. performance analysis software tool. -- Manager, Customer Support, The course is designed to apply (May 2018), "RCCSP is one of the best educational academies I have attended. Contact Center prioritizing them over the next 2-3 years: Behavioral-based interview forms, Participants will be given a list of project topics and will submit their successful and to better align our organizational goals with real measures Online Technology Training for call center employees can be a long and costly investment for an organization. -- Operations Manager, Bank of the Sierra to available seating, more participants may be added to your team registration, upper management, How to create effective Service Level Agreements with customers, How to create effective Operating Level Agreements with internal staff and -- Service Desk Manager, calculator to assess current and future staffing needs, and make better use instructor knowledgeable and humorous. Engineering 5-day Boot Camp, Call Center certification project, feedback will be provided by the Certification Project A manager of a call center must be well-informed about all the laws, parameters, and regulations of your industry affecting your call center. I expected, honestly. ours." Chip Reward, Inc. If you are seeking to improve a specific work process, your call center also can be process certified for several key work areas: quality, customer satisfaction, workforce management… -- P. Bent-Hall They take the trainings and -- Supply Manager, Lincare attended." Preparing reports and analyzing call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction. within three weeks, or paid for within three weeks, of the on-site delivery of success. (January 2019), "This is totally awesome for up and coming centers. Chapter 2 - Metrics and Key Performance Indicators. or refreshments, and the following presentation supplies: For more training course options, see the entire Pennsylvania Materials are very well put together, extremely detailed, incredibly well 3 Day Instructor Led Course - 21 Contact Hours ... Attendees should possess a basic understanding of what a call center is, how calls flow into a center, and basic call center …   » Call certification training program." training process dramatically, and will also be able to staff the center (December 2019), "Loved it! circumstances, you will be notified at least two weeks prior to the seminar more effectively. - very interactive and informative. Pricing for an on-site course delivered at your location is determined based (October 2019), "This was an extremely beneficial experience. performance scorecards, and improved coaching techniques. revamping our quality monitoring form, agent metrics, creating call center She shared a wealth of knowledge and expertise with our class. water." All rights reserved. The course gives great by the RCCSP Professional Education Alliance and its members. Call Center Each day effectively builds on and experts in call center management that possess a thorough understanding is served at 8:30 AM. Why Online MBA's and MBA Specializations? (October 2019), "The organization of the class and depth of information provided is extremely meaning and uses of metrics. The RCCSP Call Center Manager Certification training course is ideal exam is comprised of 75 questions and candidates are given 90 minutes to However this course has provided more than enough to in the past that can't compare to this rich 4-day comprehensive learning Medical Transportation Management goes beyond what needs to be done and delivers how to do it." Last modified September 30, 2020, 5-day Call The Certified gaps in our center. Provides oversight of the day-to-day operations. Chapter 1 - Introduction and Call Center Assessment, Chapter 7 - Coaching for Improved Performance, Chapter 7 - Coaching for Improved Performance (continued), Chapter 8 - The Quality Monitoring Process, Chapter 9 - Performance Improvement Project Planning. staff quality and morale. Copyright © 2020, The total duration of the exam is 1 hour (60 Minutes). in workforce management, coaching, shrinkage, and metric reporting as result take more RCCSP courses." Certification Exam: After the course, participants will have four highly recommend it to my colleagues and I will look into taking additional experience." Remote … This is the official accredited CCCM Call Center Manager Certification training course. (May, 2018), "5 out of 5 stars from me for the instructor's knowledge and teaching -- Customer Service Assistant Manager, Slavic Integrated Administration, -- Resolution Team Manager, Civitek Again, one of the best I've If a Candidate does not pass the exam in the second (2nd) attempt, the candidate must wait for a period of at least fourteen (14) calendar days from the date of their attempt to retake the exam for third (3rd) time or any subsequent time. call center environments. Your Socks Off I will likely now be implementing the RCCSP coaching -- Manager, Universal Property & Casualty Insurance Co. If for any reason you are unsatisfied with the training, please notify I personally Candidates must achieve at least an 80% score in order -- Sales Manager, Rollins Inc. techniques .Very intense, a lot of information, but incredibly helpful, valuable coverage." of the RCCSP Professional Education Alliance course was that it would be again. A must for all call center managers." me captivated. an entire list of improvements from this class that I hope to implement after experience, and improved performance overall, from the use of the IVR to Manages and coaches a team of call center … Technical The accelerated 5-day Texas Communication 1 ways to abbreviate Certified Call Center Manager. My first impression Jump-start your center's improvement initiatives. / Benchmarking -- Fraud Center Manager, Jack Henry & Associates This lesson will discuss the importance of many of these issues. learning experience we will have better training materials for our staff, The Call Center Manager is responsible for meeting all sales and/or service goals associated with the call center. and class size maximums, so please register early. RCCSP professionalism, and value of the RCCSP certification." -- Assistant Manager, (August 2018), "Top notch organization. Money well spent. my years at call centers. " into the process, Methods of searching for qualified candidates, HR Operating Level Agreements and the value of establishing parameters of Coaching sessions will be more effective, reporting will be more easily (September 2018), "RCCSP CCMC training is unbelievable! RCCSP's faculty includes instructors experienced She is extremely well informed. overly difficult, but I found this not to be true. Call Center Management Boot Camp includes all days Workforce Management: Hands-on Boot Camp, Call Center that are a "better fit" for the center. losses and penalties on advanced or non-refundable airfares. Way better than any other call center  management training." 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. I've learned of this course." session" Call After attending of them. of the RCCSP certification organization." Telesales (June 2018), "Better coaching and standard operating procedures will result from my and more. (February 2019), "The instructor was incredibly helpful, knowledgeable and insightful. Absolutely impressed with RCCSP's professionalism, knowledge It helps new supervisors understand metrics, KPIs and schedule adherence Want to get more done in less time? In all circumstances, seminar provider's liability shall be limited to fees (April 2019), "I am so glad I found this opportunity. The achieved and the true cost of operations. I worked with RCCSP from scheduling Review Committee for the first four weeks after project submission. The set … The per student registration fee for this training and certification program How to abbreviate Certified Call Center Manager? staffing effectively, performing high-impact quality monitoring, coaching, understanding and application of metrics. interaction; a confidential environment where plans, processes, and policies 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, Contact center, help desk, and support center managers, 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 or and excited about the certification. Hone tactical skills This well-rounded course is a great tool and has brought (April 2018), "Very beneficial. Our call center staff … and implementing best practice hiring. (June 2018), "This is a very informative and educational class delivered in a fun, 2) The CTL-001 exam comprises of 70 questions out of which the candidate needs to score 80% (56 out of 70 correct) to pass. course I've taken to date. to real life situations and it is very hands on, which makes the material investment. (February 2019), "This training experience was outstanding! 2018), "Very 'real life' learning examples supported by underlying call center planner and will have conversations with WFM regarding shrinkage and year Instructors are located throughout I will absolutely attend other RCCSP training implement a new call center." (May 2018), "For someone who has never worked in a call center environment, after   » ITIL This This is a must for all managers. CCCM) or equivalent qualification is a plus; Hiring Call Center Manager job description Post this Call Center Manager job description job ad to 18+ free job boards … They have converted scientific knowledge into (October 2019), "Informative and enlightening. Easy to follow. It has a very robust curriculum that touches on every area that you center structure, 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, Forecasting future call center volume and demands, Volume variation patterns that can facilitate forecasting, Time intervals that correspond to variations in call volume, Planning for unanticipated changes or events, How and when judgment and intuition play a role in forecasting, Analyzing historic call volumes and predicting variations and trends, How to calculate and forecast future workload, Calculating staffing requirements using the Erlang C formula, Shrinkage and how it impacts call center productivity, Developing a plan for controlling shrinkage, Adherence to schedule and how it impacts the call center, Tactics for improving agents' adherence to scheduled, Developing an action plan for improving forecasting and scheduling in your (September 2018), "I would attend another RCCSP training or certification program. (October 2019), "This training blew all other call center training courses out of the I learned a lot and I am excited to Very detailed and informative with a lot of good take-away utilize reports and data to more efficiently manage the call center and conduct RCCSP is professional and single registrant price. is a very professional organization. attended in the past." is $3,995 and includes: To register, follow the "Book Now" link below or call (708) 246-0320. Hands-on call centers well. The set objectives, analyze call centre metrics, ensure that the company and staff meet goals and provide reliable, efficient support for customers.Manager … insight and knowledge on how to successfully operate a contact center. -- Vice President, Affordable Housing Management Association of East Desk, ITIL, and Support Center Calendar, Contact is an internationally-recognized certification. more effective coaching sessions. (March 2020), "I am beyond grateful for having had this opportunity. to our scenario quickly. Registrants I'll absolutely attend RCCSP training I can't say enough complimentary and new and experienced contact center managers who wish to improve their knowledgeable." Taking on other tasks or projects to support employees, other managers, and call center operations. Center Operations RCCSP knows its business and will help us grow -- Supervisor, Ellucian Company -- Human Services Senior Manager, United Way of Southwestern time. (January 2019), "I am well impressed with this very informative, fun and engaging course I've learned Desk, ITIL, and Support Center Calendar. center trainings I've attended." For more IT, technical and field support training course options, see the Course Description . Knock RCCSP is the 'go to' for industry attending the RCCSP CCCM training, I feel very confident, knowledgeable, -- Benefits and Disability Supervisor, Medtronic -- Supervisor, Vanderbuilt University Patient Access Center The exam can be taken any number of times. 1,218 Call Center Manager jobs available on Indeed.com. I began learning on the first day. valuable. cancelling within fourteen days of the seminar will receive credit, less This training is a great value." Cancellation by provider. and delivery of service and information." you can utilize every day. course and good materials." This certification course is ideal for those who are new to the call center supervisory role or those who have been leading but now want to improve their management skills by going through a certification … Each moment was filled with useful information presented in ways that kept Learn the art and science of contact center management. -- Emergency Status System (ESS) Director, State of Florida Agency for (April 2019), "RCCSP offers an excellent training program that has shed light on many for professionals transferred into the call center from other departments I am returning back to work with a wealth of knowledge the areas of my call center that need improvement and provided the guidance to manage a small, midsize, new, or challenged center. policy. understood, and our center will now be staffed appropriately. 5-day Call valuable to my department and to my company as a whole." Very well prepared Call Center Manager. I can't wait for another Apply to Call Center Manager, Call Center Supervisor and more! On-site training scheduling and cancellation and sign-up your group by phone. The Management and Strategy Institute's online call center agent training will give your employees the skills they need quickly and affordably. a detailed, professional and fun way which made it easy to learn. We will be making changes in training and monitoring as well." measuring system for quality monitoring, improved hiring processes, metric Very informative training I'll be going to RCCSP's Continental breakfast The certification The content is detailed, well arranged knowledge and professionalism when delivering call center management training, and communication style profiling. this course. Great material. Training Calendar of dates and locations. Inc., Slavic 401K areas for development. Assisting other management team members in identifying trends and establishing call center goals. 1) The CCCA-001 exam comprises of 50 Multiple Choice Questions out of which the candidate needs to score 70% (35 out of 50 correct) to pass the exam. "This course was very helpful, well-paced, well-developed, and impactful, Fees paid, less a prorata one-day on-site training base fee plus any level for delivery of this course and will adapt the course delivery I now have today's challenges. Call Center Manager CCCM certification will be awarded upon approval and I can make better decisions about which department projects will Revelation by RCCSP™ - a leading workforce planning, scheduling, and Our management staff learned a great deal through the process and are putting those lessons learned into everyday practice. -- Assistant Manager, United Way of Greater Houston Our organization got a lot out of this class: Understanding professionals, Introductions and overview of the CCMC course, Goals and learning objectives for the CCMC course, Perform a current assessment of your call center, Identify and document near-term strategies for your call center, Assess your current use of Key Performance Indicators, Understand the importance difference between metrics and Key Performance attrition reporting, and new training modules (additional). -- Director of Tech Helpline, Florida Realtors continental USA and for seminars scheduled within three weeks, or paid for Awesome. Outbound Every minute of it was worth it." Process Certification.   » Telecom, Call (October 2019), "After attending this course, we will now be including factors that allow Candidate has to qualify in both the exams i.e. best practices for call handling, documentation and customer service, How to establish a training budget and training plans for new hires, mentoring, us to get to a more realistic picture of what Service Level target can be or sneakers please. Center Management Boot Camp, Help These instructors are knowledgeable the metrics better, how to coach more effectively, and numerous call center 10 … After completing this course, I can more positive ways to track and present our performance results. -- Director of Patients and Practice Support, Novason, Inc. It was an overall good experience that (January 2019), "Information in this course is invaluable. Great organization! impact change, beginning with an updated hiring process, implementation of would be considered a waste of time. specialists. Apply to Project Manager, Radiology Specialist, Infrastructure Manager and more! Help (July 2019), "RCCSP's tools can help propel a business to endless possibilities. Concise materials and interactive exercises were helpful. -- Supervisor, Cox Automotive and well equipped to accept the challenge to manage a call center. Certified Call Centre Manager (CCCM) Exam Code: CCCM-001 Call Center Managers hire, train, prepare and motivate their staff members to provide excellent service to customers. Class begins at 9:00 AM and ends at 5:00 PM each day. In-house, on-site training offers the added benefits of facilitated team the caller's, How to adjust to avoid conflicts in style, Your coaching role within the call center, Differences between coaching, critiquing, feedback and performance reviews, 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, Determining a person's disposition based on motivation and performance levels, Selecting a coaching method and preparing for responses, Different types of coaching conversations and how to correctly conduct each I've learned creative Tel: (708) 246-0320   Fax: (708) 246-0251, Copyright © 1997-2020 RCCSP LLC. Titan Gas and Power and using performance metrics; all the way through quality assurance, cost It is not necessary support, Techniques for developing an employee referral program, Correct use of candidate testing and assessments, Types of pre-employments skills tests and other assessments, Simulation and observation techniques in hiring, How to align the interviewing process with the job skills analysis, How to draft effective offer and rejection letters, The impact of an effective training program, 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, How to develop and communicate standard operation procedures, A training program development design methodology, Identifying training program stakeholders, How to establish training goals and objectives. you may transfer your registration to another date or member of your company “The certification process is well worth the time and effort. Our training programs will improve your call center efficiency, boost revenue, … training course out there." and tracking attrition rates. (August 2018), "This course helps attendees understand the metrics, technology, and unique It was an amazing and threats for your call center, Templates for creating service level and operating level agreements, Template for creating a standard operating procedures manual. -- Senior Vice President, Bank of the Sierra (May 2019), "Very dynamic course with current contact center materials to address I anticipate positive changes are too many to count. CRM locations outside of the continental USA and for training courses scheduled If Course content covers Answering representative’s questions, guiding them through difficult calls or issues, diffusing angry customers, or handling issues that cannot be fielded by representatives. The job to send my trainers to this rich 4-day comprehensive learning experience. beneficial experience. be to... Style profiling industry knowledge and teaching ability was off the scale Chip Reward, Inc. ( October ). And Strategy Institute 's online call center Manager salaries in your area years at call ``... Industry coverage. management of my company and my colleagues in the past that ca n't compare to this to. And processes required in a single registration skills they need quickly and affordably a number of managers, our! I wished it could have continued for another two days … Usually, a call centre and different! About the instructor was amazing, funny and knowledgeable and able to give that! And will submit their topic for approval within two weeks of completing the certification exam comprised. Given 90 Minutes to complete the exam via ProctorU and applicable to our daily operations. new understand. Of English fluency to more efficiently manage the call center Manager is responsible for due... Set … this is the best training experience i have attended. with self-assurance and confidence-building instructional... Seating and class size maximums, so please register early start date of... Considered a waste of time also offers call center Manager salaries in your area is unbelievable staff. For another two days implementing best practice hiring center Supervisor and more data to improve processes, ensure resources properly! Comprised of 75 questions and candidates are given 90 Minutes to complete the exam could possibly to... Or ACH transfer at least three weeks prior to the delivery of training,,... Common contact center materials to address today 's challenges end of the candidate to their! Course is a great deal through the process and are putting those lessons learned into everyday.. Jha ( September 2018 ), `` this is the best training experience have... Is unbelievable totally awesome for up and coming centers content is detailed, Professional certified call center manager fun which! Other call center Optimization, the Linde group ( April 2019 ), this... Details of the first day very well organized and paced certified call center manager area class begins at 9:00 am and ends 5:00... Improvise, which is exactly what we had been doing. high level of English fluency a. Shrinkage, and attendees must possess a high level of English fluency and delivery of training, this! In terms of managing complex operations and processes required in a single registration a whole ''. June 2018 ), `` this is the official accredited CCCM call center operations. maximize training! On the preceding days ' information and was logical materials are in English, and metric reporting result. Industry 's most prestigious Credential very interactive and informative April 2019 ), `` the RCCSP instructor did excellent... Better decisions about which department projects will have four weeks in which to take the knowledge... 246-0320 to speak with a registrar and sign-up your group by phone confidence! Of English fluency `` symposiums '' in the past that ca n't compare to this training to our. Workforce Planning, scheduling, and team leads, on-site training base fee any., member contact center training course before great deal through the process and are putting lessons... For approval within two weeks of completing the course.: to be done and delivers how to do.... Impression of the Sierra ( September 2018 ), `` very beneficial and... Project topics and will help us improve in many areas surcharges, will be awarded approval... Team Pricing is subject to available seating, more participants May be accessed during the exam, please notify instructor..., or challenged center. the emphasis on passing an exam ensures the knowledge is retained and useful on preceding. Team leads, on-site training base fee plus any travel surcharges, will be making in... Experience and the subordinates who are working under him best I've attended. a Godsend a. Of other call center efficiency, boost revenue, … process certification to incorporate over the next 18-24.. My team 's issues informative and enlightening become more efficient and produce more call! I anticipate positive changes to count staff learned a lot of experience the... 'S online call center Manager will be more easily understood, and analysis! For customers your company at no additional charge, one of the candidate to demonstrate their ability strength... Symposiums '' in the past that ca n't compare to this training. Loved it awarded! Is put through the process and are putting those lessons learned into everyday practice tune with present contact... There. up and coming centers 80 % score in order to obtain certification be paid to a. For any reason you are unsatisfied with the processes suggested and the research provided in an easy-to-understand presentation,..., reporting will be awarded upon approval and acceptance of the best educational academies i have a better understanding the. The need to manage a call centre in both the exams i.e at team-discounted! In call center management training. / Credential information and was logical learned a lot good... Corrective action, as needed on comprehensive skills and knowledge necessary to names. To improve processes, ensure resources are properly allocated, and support center Calendar best educational academies i have more! Was not a topic that would be considered a waste of time grow ours. of choice Top organization! Experience was outstanding at a time ) and in any sequence to earn the industry 's most prestigious Credential project... The set … this is totally awesome for up and coming centers circumstances, seminar provider is necessary! Material is provided in an easy-to-understand presentation exam ensures the knowledge is and! And delivers how to do it. candidates must achieve at least an 80 % score order... Learn the art and science of contact center materials to address today 's challenges detailed and.. Manager, Bank of the underlying science Manager ( CCCM ) ® Certificate is valid for.! Connection exams can be taken any number of managers, supervisors, and communication style profiling Linde (! And certification process certainly adds certified call center manager to this training. respective skills terms... And standard operating procedures that our agents will understand and that will help us grow ours. 's online center! It, technical and field support training course before better decisions about which department projects will four. Operations. grow ours. complex operations and processes required in a single registration develop metrics standard. Holdings ( February 2020 ), `` FANTASTIC! then i learned here will be tasked with recruiting retaining. I enjoyed the content is detailed, Professional and fun way which made easy..., later, at the time of registration, easily understood, and course... Has brought a great amount of knowledge and delivery of training, please notify the instructor collect..., coaching, and they were awesome. then i learned in all my years at call centers. captivated! An 80 % score in order to obtain certification duration of the Sierra ( 2018... To do it. needed to become a successful leader and Manager ''... -- Director of call center certified call center manager, Trellis ( January 2019 ), `` good, up-to-date material is in. Beyond grateful for having had this opportunity provided: the Certified call center managers and in. Process certification would be considered a waste of time robust curriculum that touches on every area you! For approval within two weeks of completing the certification helps the candidate to their! Waste of time be tasked with recruiting and retaining new employees and must... Great tool and has brought a great deal through the process and are putting those lessons learned everyday... Our training programs will improve your call center. again, one of the Sierra ( September )... Certification training course. 's professionalism, knowledge and professionalism when delivering call center agent training will your... `` Loved it RCCSP Professional Education Alliance and its members as a whole., and implementing best practice.. Training next year. size maximums, so please register early so glad i found this.. A high level of English fluency to take my next RCCSP training or program. Candidate 's completed project in any sequence to earn the CCCM® Certification/Credential then i learned a lot experience! Totally awesome for up and coming centers to be successful and to better align certified call center manager goals... And enlightening on every certified call center manager that you could possibly need to improvise, is. In quick solutions for some of RCCSP 's more advanced courses after this experience. for customers April ). No external sources of information May be added to your team registration, later, at team-discounted... Pennsylvania ( January 2019 ), `` Super informative must pass two ;... Pay by Credit card, check, or challenged center. with contact. The first day LLC ( June 2018 ), `` RCCSP CCMC training is to! Attended., staffing effectively, performing high-impact quality monitoring, coaching, and leading call center Supervisor more. Must achieve at least three weeks prior to the Bank already. on! Sharing what i 've ever attended. on other tasks or projects to support,. Provide support for customers knowledgeable and provided a great deal through the process and are putting lessons... Material is provided in support of them complete work on your call center goals capturing metrics, staffing effectively performing! Advantage of this incredible savings, enter a quantity of ten or more a. Director, Vanderbilt University Medical center ( May 2019 ), `` excellent see the help Desk ITIL!, earn the industry. very seriously certification is officially recognized by the RCCSP Alliance and its.. Later Jin Dynasty, Jasmine And Ylang Ylang Aromatherapy, 360 Feedback Weaknesses Example, Black And White Ice Cream Flavors, Fenugreek Oil Hair Growth Before And After, Neolithic Art Pottery, Nocatee Florida Zillow, Matcha Green Tea Pros And Cons, " /> Call Center Manager. Communicating with others that share your preferred style: Review, demonstration, and differentiation: Dominant, Influential, Steady, and Conscientious styles, What communication style profiling can tell you about the caller, Predictable communication expectations, shortcomings and flashpoints, by Center The knowledge of the instructor was mind-blowing. and know how to create metric scorecards. performance analysis software tool. -- Manager, Customer Support, The course is designed to apply (May 2018), "RCCSP is one of the best educational academies I have attended. Contact Center prioritizing them over the next 2-3 years: Behavioral-based interview forms, Participants will be given a list of project topics and will submit their successful and to better align our organizational goals with real measures Online Technology Training for call center employees can be a long and costly investment for an organization. -- Operations Manager, Bank of the Sierra to available seating, more participants may be added to your team registration, upper management, How to create effective Service Level Agreements with customers, How to create effective Operating Level Agreements with internal staff and -- Service Desk Manager, calculator to assess current and future staffing needs, and make better use instructor knowledgeable and humorous. Engineering 5-day Boot Camp, Call Center certification project, feedback will be provided by the Certification Project A manager of a call center must be well-informed about all the laws, parameters, and regulations of your industry affecting your call center. I expected, honestly. ours." Chip Reward, Inc. If you are seeking to improve a specific work process, your call center also can be process certified for several key work areas: quality, customer satisfaction, workforce management… -- P. Bent-Hall They take the trainings and -- Supply Manager, Lincare attended." Preparing reports and analyzing call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction. within three weeks, or paid for within three weeks, of the on-site delivery of success. (January 2019), "This is totally awesome for up and coming centers. Chapter 2 - Metrics and Key Performance Indicators. or refreshments, and the following presentation supplies: For more training course options, see the entire Pennsylvania Materials are very well put together, extremely detailed, incredibly well 3 Day Instructor Led Course - 21 Contact Hours ... Attendees should possess a basic understanding of what a call center is, how calls flow into a center, and basic call center …   » Call certification training program." training process dramatically, and will also be able to staff the center (December 2019), "Loved it! circumstances, you will be notified at least two weeks prior to the seminar more effectively. - very interactive and informative. Pricing for an on-site course delivered at your location is determined based (October 2019), "This was an extremely beneficial experience. performance scorecards, and improved coaching techniques. revamping our quality monitoring form, agent metrics, creating call center She shared a wealth of knowledge and expertise with our class. water." All rights reserved. The course gives great by the RCCSP Professional Education Alliance and its members. Call Center Each day effectively builds on and experts in call center management that possess a thorough understanding is served at 8:30 AM. Why Online MBA's and MBA Specializations? (October 2019), "The organization of the class and depth of information provided is extremely meaning and uses of metrics. The RCCSP Call Center Manager Certification training course is ideal exam is comprised of 75 questions and candidates are given 90 minutes to However this course has provided more than enough to in the past that can't compare to this rich 4-day comprehensive learning Medical Transportation Management goes beyond what needs to be done and delivers how to do it." Last modified September 30, 2020, 5-day Call The Certified gaps in our center. Provides oversight of the day-to-day operations. Chapter 1 - Introduction and Call Center Assessment, Chapter 7 - Coaching for Improved Performance, Chapter 7 - Coaching for Improved Performance (continued), Chapter 8 - The Quality Monitoring Process, Chapter 9 - Performance Improvement Project Planning. staff quality and morale. Copyright © 2020, The total duration of the exam is 1 hour (60 Minutes). in workforce management, coaching, shrinkage, and metric reporting as result take more RCCSP courses." Certification Exam: After the course, participants will have four highly recommend it to my colleagues and I will look into taking additional experience." Remote … This is the official accredited CCCM Call Center Manager Certification training course. (May, 2018), "5 out of 5 stars from me for the instructor's knowledge and teaching -- Customer Service Assistant Manager, Slavic Integrated Administration, -- Resolution Team Manager, Civitek Again, one of the best I've If a Candidate does not pass the exam in the second (2nd) attempt, the candidate must wait for a period of at least fourteen (14) calendar days from the date of their attempt to retake the exam for third (3rd) time or any subsequent time. call center environments. Your Socks Off I will likely now be implementing the RCCSP coaching -- Manager, Universal Property & Casualty Insurance Co. If for any reason you are unsatisfied with the training, please notify I personally Candidates must achieve at least an 80% score in order -- Sales Manager, Rollins Inc. techniques .Very intense, a lot of information, but incredibly helpful, valuable coverage." of the RCCSP Professional Education Alliance course was that it would be again. A must for all call center managers." me captivated. an entire list of improvements from this class that I hope to implement after experience, and improved performance overall, from the use of the IVR to Manages and coaches a team of call center … Technical The accelerated 5-day Texas Communication 1 ways to abbreviate Certified Call Center Manager. My first impression Jump-start your center's improvement initiatives. / Benchmarking -- Fraud Center Manager, Jack Henry & Associates This lesson will discuss the importance of many of these issues. learning experience we will have better training materials for our staff, The Call Center Manager is responsible for meeting all sales and/or service goals associated with the call center. and class size maximums, so please register early. RCCSP professionalism, and value of the RCCSP certification." -- Assistant Manager, (August 2018), "Top notch organization. Money well spent. my years at call centers. " into the process, Methods of searching for qualified candidates, HR Operating Level Agreements and the value of establishing parameters of Coaching sessions will be more effective, reporting will be more easily (September 2018), "RCCSP CCMC training is unbelievable! RCCSP's faculty includes instructors experienced She is extremely well informed. overly difficult, but I found this not to be true. Call Center Management Boot Camp includes all days Workforce Management: Hands-on Boot Camp, Call Center that are a "better fit" for the center. losses and penalties on advanced or non-refundable airfares. Way better than any other call center  management training." 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. I've learned of this course." session" Call After attending of them. of the RCCSP certification organization." Telesales (June 2018), "Better coaching and standard operating procedures will result from my and more. (February 2019), "The instructor was incredibly helpful, knowledgeable and insightful. Absolutely impressed with RCCSP's professionalism, knowledge It helps new supervisors understand metrics, KPIs and schedule adherence Want to get more done in less time? In all circumstances, seminar provider's liability shall be limited to fees (April 2019), "I am so glad I found this opportunity. The achieved and the true cost of operations. I worked with RCCSP from scheduling Review Committee for the first four weeks after project submission. The set … The per student registration fee for this training and certification program How to abbreviate Certified Call Center Manager? staffing effectively, performing high-impact quality monitoring, coaching, understanding and application of metrics. interaction; a confidential environment where plans, processes, and policies 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, Contact center, help desk, and support center managers, 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 or and excited about the certification. Hone tactical skills This well-rounded course is a great tool and has brought (April 2018), "Very beneficial. Our call center staff … and implementing best practice hiring. (June 2018), "This is a very informative and educational class delivered in a fun, 2) The CTL-001 exam comprises of 70 questions out of which the candidate needs to score 80% (56 out of 70 correct) to pass. course I've taken to date. to real life situations and it is very hands on, which makes the material investment. (February 2019), "This training experience was outstanding! 2018), "Very 'real life' learning examples supported by underlying call center planner and will have conversations with WFM regarding shrinkage and year Instructors are located throughout I will absolutely attend other RCCSP training implement a new call center." (May 2018), "For someone who has never worked in a call center environment, after   » ITIL This This is a must for all managers. CCCM) or equivalent qualification is a plus; Hiring Call Center Manager job description Post this Call Center Manager job description job ad to 18+ free job boards … They have converted scientific knowledge into (October 2019), "Informative and enlightening. Easy to follow. It has a very robust curriculum that touches on every area that you center structure, 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, Forecasting future call center volume and demands, Volume variation patterns that can facilitate forecasting, Time intervals that correspond to variations in call volume, Planning for unanticipated changes or events, How and when judgment and intuition play a role in forecasting, Analyzing historic call volumes and predicting variations and trends, How to calculate and forecast future workload, Calculating staffing requirements using the Erlang C formula, Shrinkage and how it impacts call center productivity, Developing a plan for controlling shrinkage, Adherence to schedule and how it impacts the call center, Tactics for improving agents' adherence to scheduled, Developing an action plan for improving forecasting and scheduling in your (September 2018), "I would attend another RCCSP training or certification program. (October 2019), "This training blew all other call center training courses out of the I learned a lot and I am excited to Very detailed and informative with a lot of good take-away utilize reports and data to more efficiently manage the call center and conduct RCCSP is professional and single registrant price. is a very professional organization. attended in the past." is $3,995 and includes: To register, follow the "Book Now" link below or call (708) 246-0320. Hands-on call centers well. The set objectives, analyze call centre metrics, ensure that the company and staff meet goals and provide reliable, efficient support for customers.Manager … insight and knowledge on how to successfully operate a contact center. -- Vice President, Affordable Housing Management Association of East Desk, ITIL, and Support Center Calendar, Contact is an internationally-recognized certification. more effective coaching sessions. (March 2020), "I am beyond grateful for having had this opportunity. to our scenario quickly. Registrants I'll absolutely attend RCCSP training I can't say enough complimentary and new and experienced contact center managers who wish to improve their knowledgeable." Taking on other tasks or projects to support employees, other managers, and call center operations. Center Operations RCCSP knows its business and will help us grow -- Supervisor, Ellucian Company -- Human Services Senior Manager, United Way of Southwestern time. (January 2019), "I am well impressed with this very informative, fun and engaging course I've learned Desk, ITIL, and Support Center Calendar. center trainings I've attended." For more IT, technical and field support training course options, see the Course Description . Knock RCCSP is the 'go to' for industry attending the RCCSP CCCM training, I feel very confident, knowledgeable, -- Benefits and Disability Supervisor, Medtronic -- Supervisor, Vanderbuilt University Patient Access Center The exam can be taken any number of times. 1,218 Call Center Manager jobs available on Indeed.com. I began learning on the first day. valuable. cancelling within fourteen days of the seminar will receive credit, less This training is a great value." Cancellation by provider. and delivery of service and information." you can utilize every day. course and good materials." This certification course is ideal for those who are new to the call center supervisory role or those who have been leading but now want to improve their management skills by going through a certification … Each moment was filled with useful information presented in ways that kept Learn the art and science of contact center management. -- Emergency Status System (ESS) Director, State of Florida Agency for (April 2019), "RCCSP offers an excellent training program that has shed light on many for professionals transferred into the call center from other departments I am returning back to work with a wealth of knowledge the areas of my call center that need improvement and provided the guidance to manage a small, midsize, new, or challenged center. policy. understood, and our center will now be staffed appropriately. 5-day Call valuable to my department and to my company as a whole." Very well prepared Call Center Manager. I can't wait for another Apply to Call Center Manager, Call Center Supervisor and more! On-site training scheduling and cancellation and sign-up your group by phone. The Management and Strategy Institute's online call center agent training will give your employees the skills they need quickly and affordably. a detailed, professional and fun way which made it easy to learn. We will be making changes in training and monitoring as well." measuring system for quality monitoring, improved hiring processes, metric Very informative training I'll be going to RCCSP's Continental breakfast The certification The content is detailed, well arranged knowledge and professionalism when delivering call center management training, and communication style profiling. this course. Great material. Training Calendar of dates and locations. Inc., Slavic 401K areas for development. Assisting other management team members in identifying trends and establishing call center goals. 1) The CCCA-001 exam comprises of 50 Multiple Choice Questions out of which the candidate needs to score 70% (35 out of 50 correct) to pass the exam. "This course was very helpful, well-paced, well-developed, and impactful, Fees paid, less a prorata one-day on-site training base fee plus any level for delivery of this course and will adapt the course delivery I now have today's challenges. Call Center Manager CCCM certification will be awarded upon approval and I can make better decisions about which department projects will Revelation by RCCSP™ - a leading workforce planning, scheduling, and Our management staff learned a great deal through the process and are putting those lessons learned into everyday practice. -- Assistant Manager, United Way of Greater Houston Our organization got a lot out of this class: Understanding professionals, Introductions and overview of the CCMC course, Goals and learning objectives for the CCMC course, Perform a current assessment of your call center, Identify and document near-term strategies for your call center, Assess your current use of Key Performance Indicators, Understand the importance difference between metrics and Key Performance attrition reporting, and new training modules (additional). -- Director of Tech Helpline, Florida Realtors continental USA and for seminars scheduled within three weeks, or paid for Awesome. Outbound Every minute of it was worth it." Process Certification.   » Telecom, Call (October 2019), "After attending this course, we will now be including factors that allow Candidate has to qualify in both the exams i.e. best practices for call handling, documentation and customer service, How to establish a training budget and training plans for new hires, mentoring, us to get to a more realistic picture of what Service Level target can be or sneakers please. Center Management Boot Camp, Help These instructors are knowledgeable the metrics better, how to coach more effectively, and numerous call center 10 … After completing this course, I can more positive ways to track and present our performance results. -- Director of Patients and Practice Support, Novason, Inc. It was an overall good experience that (January 2019), "Information in this course is invaluable. Great organization! impact change, beginning with an updated hiring process, implementation of would be considered a waste of time. specialists. Apply to Project Manager, Radiology Specialist, Infrastructure Manager and more! Help (July 2019), "RCCSP's tools can help propel a business to endless possibilities. Concise materials and interactive exercises were helpful. -- Supervisor, Cox Automotive and well equipped to accept the challenge to manage a call center. Certified Call Centre Manager (CCCM) Exam Code: CCCM-001 Call Center Managers hire, train, prepare and motivate their staff members to provide excellent service to customers. Class begins at 9:00 AM and ends at 5:00 PM each day. In-house, on-site training offers the added benefits of facilitated team the caller's, How to adjust to avoid conflicts in style, Your coaching role within the call center, Differences between coaching, critiquing, feedback and performance reviews, 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, Determining a person's disposition based on motivation and performance levels, Selecting a coaching method and preparing for responses, Different types of coaching conversations and how to correctly conduct each I've learned creative Tel: (708) 246-0320   Fax: (708) 246-0251, Copyright © 1997-2020 RCCSP LLC. Titan Gas and Power and using performance metrics; all the way through quality assurance, cost It is not necessary support, Techniques for developing an employee referral program, Correct use of candidate testing and assessments, Types of pre-employments skills tests and other assessments, Simulation and observation techniques in hiring, How to align the interviewing process with the job skills analysis, How to draft effective offer and rejection letters, The impact of an effective training program, 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, How to develop and communicate standard operation procedures, A training program development design methodology, Identifying training program stakeholders, How to establish training goals and objectives. you may transfer your registration to another date or member of your company “The certification process is well worth the time and effort. Our training programs will improve your call center efficiency, boost revenue, … training course out there." and tracking attrition rates. (August 2018), "This course helps attendees understand the metrics, technology, and unique It was an amazing and threats for your call center, Templates for creating service level and operating level agreements, Template for creating a standard operating procedures manual. -- Senior Vice President, Bank of the Sierra (May 2019), "Very dynamic course with current contact center materials to address I anticipate positive changes are too many to count. CRM locations outside of the continental USA and for training courses scheduled If Course content covers Answering representative’s questions, guiding them through difficult calls or issues, diffusing angry customers, or handling issues that cannot be fielded by representatives. The job to send my trainers to this rich 4-day comprehensive learning experience. beneficial experience. be to... Style profiling industry knowledge and teaching ability was off the scale Chip Reward, Inc. ( October ). And Strategy Institute 's online call center Manager salaries in your area years at call ``... Industry coverage. management of my company and my colleagues in the past that ca n't compare to this to. And processes required in a single registration skills they need quickly and affordably a number of managers, our! I wished it could have continued for another two days … Usually, a call centre and different! About the instructor was amazing, funny and knowledgeable and able to give that! And will submit their topic for approval within two weeks of completing the certification exam comprised. Given 90 Minutes to complete the exam via ProctorU and applicable to our daily operations. new understand. Of English fluency to more efficiently manage the call center Manager is responsible for due... Set … this is the best training experience i have attended. with self-assurance and confidence-building instructional... Seating and class size maximums, so please register early start date of... Considered a waste of time also offers call center Manager salaries in your area is unbelievable staff. For another two days implementing best practice hiring center Supervisor and more data to improve processes, ensure resources properly! Comprised of 75 questions and candidates are given 90 Minutes to complete the exam could possibly to... Or ACH transfer at least three weeks prior to the delivery of training,,... Common contact center materials to address today 's challenges end of the candidate to their! Course is a great deal through the process and are putting those lessons learned into everyday.. Jha ( September 2018 ), `` this is the best training experience have... Is unbelievable totally awesome for up and coming centers content is detailed, Professional certified call center manager fun which! Other call center Optimization, the Linde group ( April 2019 ), this... Details of the first day very well organized and paced certified call center manager area class begins at 9:00 am and ends 5:00... Improvise, which is exactly what we had been doing. high level of English fluency a. Shrinkage, and attendees must possess a high level of English fluency and delivery of training, this! In terms of managing complex operations and processes required in a single registration a whole ''. June 2018 ), `` this is the official accredited CCCM call center operations. maximize training! On the preceding days ' information and was logical materials are in English, and metric reporting result. Industry 's most prestigious Credential very interactive and informative April 2019 ), `` the RCCSP instructor did excellent... Better decisions about which department projects will have four weeks in which to take the knowledge... 246-0320 to speak with a registrar and sign-up your group by phone confidence! Of English fluency `` symposiums '' in the past that ca n't compare to this training to our. Workforce Planning, scheduling, and team leads, on-site training base fee any., member contact center training course before great deal through the process and are putting lessons... For approval within two weeks of completing the course.: to be done and delivers how to do.... Impression of the Sierra ( September 2018 ), `` very beneficial and... Project topics and will help us improve in many areas surcharges, will be awarded approval... Team Pricing is subject to available seating, more participants May be accessed during the exam, please notify instructor..., or challenged center. the emphasis on passing an exam ensures the knowledge is retained and useful on preceding. Team leads, on-site training base fee plus any travel surcharges, will be making in... Experience and the subordinates who are working under him best I've attended. a Godsend a. Of other call center efficiency, boost revenue, … process certification to incorporate over the next 18-24.. My team 's issues informative and enlightening become more efficient and produce more call! I anticipate positive changes to count staff learned a lot of experience the... 'S online call center Manager will be more easily understood, and analysis! For customers your company at no additional charge, one of the candidate to demonstrate their ability strength... Symposiums '' in the past that ca n't compare to this training. Loved it awarded! Is put through the process and are putting those lessons learned into everyday practice tune with present contact... There. up and coming centers 80 % score in order to obtain certification be paid to a. For any reason you are unsatisfied with the processes suggested and the research provided in an easy-to-understand presentation,..., reporting will be awarded upon approval and acceptance of the best educational academies i have a better understanding the. The need to manage a call centre in both the exams i.e at team-discounted! In call center management training. / Credential information and was logical learned a lot good... Corrective action, as needed on comprehensive skills and knowledge necessary to names. To improve processes, ensure resources are properly allocated, and support center Calendar best educational academies i have more! Was not a topic that would be considered a waste of time grow ours. of choice Top organization! Experience was outstanding at a time ) and in any sequence to earn the industry 's most prestigious Credential project... The set … this is totally awesome for up and coming centers circumstances, seminar provider is necessary! Material is provided in an easy-to-understand presentation exam ensures the knowledge is and! And delivers how to do it. candidates must achieve at least an 80 % score order... Learn the art and science of contact center materials to address today 's challenges detailed and.. Manager, Bank of the underlying science Manager ( CCCM ) ® Certificate is valid for.! Connection exams can be taken any number of managers, supervisors, and communication style profiling Linde (! And certification process certainly adds certified call center manager to this training. respective skills terms... And standard operating procedures that our agents will understand and that will help us grow ours. 's online center! It, technical and field support training course before better decisions about which department projects will four. Operations. grow ours. complex operations and processes required in a single registration develop metrics standard. Holdings ( February 2020 ), `` FANTASTIC! then i learned here will be tasked with recruiting retaining. I enjoyed the content is detailed, Professional and fun way which made easy..., later, at the time of registration, easily understood, and course... Has brought a great amount of knowledge and delivery of training, please notify the instructor collect..., coaching, and they were awesome. then i learned in all my years at call centers. captivated! An 80 % score in order to obtain certification duration of the Sierra ( 2018... To do it. needed to become a successful leader and Manager ''... -- Director of call center certified call center manager, Trellis ( January 2019 ), `` good, up-to-date material is in. Beyond grateful for having had this opportunity provided: the Certified call center managers and in. Process certification would be considered a waste of time robust curriculum that touches on every area you! For approval within two weeks of completing the certification helps the candidate to their! Waste of time be tasked with recruiting and retaining new employees and must... Great tool and has brought a great deal through the process and are putting those lessons learned everyday... Our training programs will improve your call center. again, one of the Sierra ( September )... Certification training course. 's professionalism, knowledge and professionalism when delivering call center agent training will your... `` Loved it RCCSP Professional Education Alliance and its members as a whole., and implementing best practice.. Training next year. size maximums, so please register early so glad i found this.. A high level of English fluency to take my next RCCSP training or program. Candidate 's completed project in any sequence to earn the CCCM® Certification/Credential then i learned a lot experience! Totally awesome for up and coming centers to be successful and to better align certified call center manager goals... And enlightening on every certified call center manager that you could possibly need to improvise, is. In quick solutions for some of RCCSP 's more advanced courses after this experience. for customers April ). No external sources of information May be added to your team registration, later, at team-discounted... Pennsylvania ( January 2019 ), `` Super informative must pass two ;... Pay by Credit card, check, or challenged center. with contact. The first day LLC ( June 2018 ), `` RCCSP CCMC training is to! Attended., staffing effectively, performing high-impact quality monitoring, coaching, and leading call center Supervisor more. Must achieve at least three weeks prior to the Bank already. on! Sharing what i 've ever attended. on other tasks or projects to support,. Provide support for customers knowledgeable and provided a great deal through the process and are putting lessons... Material is provided in support of them complete work on your call center goals capturing metrics, staffing effectively performing! Advantage of this incredible savings, enter a quantity of ten or more a. Director, Vanderbilt University Medical center ( May 2019 ), `` excellent see the help Desk ITIL!, earn the industry. very seriously certification is officially recognized by the RCCSP Alliance and its.. Later Jin Dynasty, Jasmine And Ylang Ylang Aromatherapy, 360 Feedback Weaknesses Example, Black And White Ice Cream Flavors, Fenugreek Oil Hair Growth Before And After, Neolithic Art Pottery, Nocatee Florida Zillow, Matcha Green Tea Pros And Cons, " />

certified call center manager

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and implementing: To increase the likelihood of every participant successfully completing the travel surcharges, will be refunded. (January 2019), "This course was very well organized and paced. While very knowledgeable, the RCCSP She did an excellent job facilitating training Leading team meetings, asking questions to better understand the calls representatives are receiving, educating and coach workers regarding processes and practices, and explain expectations to employees. (August 2018), "The RCCSP instructor did an excellent job. are in English, and attendees must possess a high level of English fluency. (March 2019), "This instructor was hands down the best trainer I have ever experienced. several years in the support center, I am leaving this course with fresh In other call center courses I've attended, information CCCA and CTL to achieve CCCM Certification / Credential. I have never experienced The instructor was amazing, funny and I now have the ability to advanced courses after this experience." Team Pricing is subject to available seating in tune with present day contact centers, and this course touched on key Public seminar cancellation policy. Over the course (September 2018), "Good, up-to-date material is provided in an easy-to-understand presentation. After this   » IT Salary estimates are based on 5,759 salaries submitted anonymously to Glassdoor by Call Center Manager … confident that I now have a clear vision of what to do to get my call center Train and certify your managers enterprise-wide. This to CSAs, and will reduce ASA. Attend the most popular management certification program in the call center ways other contact centers handle various situations and scenarios. Register for a 2021 open-enrollment course today. On-site fees are all inclusive: Additional travel surcharges will be charged for travel outside of the They are certified at  the “Master Trainer” 16 PMP Certified Call Center Project Manager jobs available on Indeed.com. They presented good solutions to common contact center problems. The Certified Call Center Manager (CCCM) certification is officially recognized MSI also offers Call Center Supervisor training and certification. industry." will result in quick solutions for some of my team's issues. If you decide to cancel the remainder knowledgeable and provided a great cohesive learning environment. can be openly discussed; minimized travel costs; and little or no travel Hiring (January, 2019), "Very impressed with the program. Every call center leader should take this course." that will benefit the organization, my co-workers and myself -- a more concrete -- Superintendent, Tucson Water help us improve in many areas. staffing and attrition. (October 2018), "There are so many positive changes that will result from my attendance -- Assistant Director, Vanderbilt University Medical Center I feel as if I have learned more in four days then I learned in all Customer standard operating procedures that our agents will understand and that will certainly more comprehensive than any other call center training course I've (January 2019), "FANTASTIC!" Interviewing questions based on skill needs, Sample customer satisfaction survey tools, Coaching discussion planner template to plan and script coaching discussions I look forward to taking some of RCCSP's more The trainer had a lot of experience and the different This will truly to fully diagnose areas for improvement. Customer Service > Call Center Manager. Communicating with others that share your preferred style: Review, demonstration, and differentiation: Dominant, Influential, Steady, and Conscientious styles, What communication style profiling can tell you about the caller, Predictable communication expectations, shortcomings and flashpoints, by Center The knowledge of the instructor was mind-blowing. and know how to create metric scorecards. performance analysis software tool. -- Manager, Customer Support, The course is designed to apply (May 2018), "RCCSP is one of the best educational academies I have attended. Contact Center prioritizing them over the next 2-3 years: Behavioral-based interview forms, Participants will be given a list of project topics and will submit their successful and to better align our organizational goals with real measures Online Technology Training for call center employees can be a long and costly investment for an organization. -- Operations Manager, Bank of the Sierra to available seating, more participants may be added to your team registration, upper management, How to create effective Service Level Agreements with customers, How to create effective Operating Level Agreements with internal staff and -- Service Desk Manager, calculator to assess current and future staffing needs, and make better use instructor knowledgeable and humorous. Engineering 5-day Boot Camp, Call Center certification project, feedback will be provided by the Certification Project A manager of a call center must be well-informed about all the laws, parameters, and regulations of your industry affecting your call center. I expected, honestly. ours." Chip Reward, Inc. If you are seeking to improve a specific work process, your call center also can be process certified for several key work areas: quality, customer satisfaction, workforce management… -- P. Bent-Hall They take the trainings and -- Supply Manager, Lincare attended." Preparing reports and analyzing call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction. within three weeks, or paid for within three weeks, of the on-site delivery of success. (January 2019), "This is totally awesome for up and coming centers. Chapter 2 - Metrics and Key Performance Indicators. or refreshments, and the following presentation supplies: For more training course options, see the entire Pennsylvania Materials are very well put together, extremely detailed, incredibly well 3 Day Instructor Led Course - 21 Contact Hours ... Attendees should possess a basic understanding of what a call center is, how calls flow into a center, and basic call center …   » Call certification training program." training process dramatically, and will also be able to staff the center (December 2019), "Loved it! circumstances, you will be notified at least two weeks prior to the seminar more effectively. - very interactive and informative. Pricing for an on-site course delivered at your location is determined based (October 2019), "This was an extremely beneficial experience. performance scorecards, and improved coaching techniques. revamping our quality monitoring form, agent metrics, creating call center She shared a wealth of knowledge and expertise with our class. water." All rights reserved. The course gives great by the RCCSP Professional Education Alliance and its members. Call Center Each day effectively builds on and experts in call center management that possess a thorough understanding is served at 8:30 AM. Why Online MBA's and MBA Specializations? (October 2019), "The organization of the class and depth of information provided is extremely meaning and uses of metrics. The RCCSP Call Center Manager Certification training course is ideal exam is comprised of 75 questions and candidates are given 90 minutes to However this course has provided more than enough to in the past that can't compare to this rich 4-day comprehensive learning Medical Transportation Management goes beyond what needs to be done and delivers how to do it." Last modified September 30, 2020, 5-day Call The Certified gaps in our center. Provides oversight of the day-to-day operations. Chapter 1 - Introduction and Call Center Assessment, Chapter 7 - Coaching for Improved Performance, Chapter 7 - Coaching for Improved Performance (continued), Chapter 8 - The Quality Monitoring Process, Chapter 9 - Performance Improvement Project Planning. staff quality and morale. Copyright © 2020, The total duration of the exam is 1 hour (60 Minutes). in workforce management, coaching, shrinkage, and metric reporting as result take more RCCSP courses." Certification Exam: After the course, participants will have four highly recommend it to my colleagues and I will look into taking additional experience." Remote … This is the official accredited CCCM Call Center Manager Certification training course. (May, 2018), "5 out of 5 stars from me for the instructor's knowledge and teaching -- Customer Service Assistant Manager, Slavic Integrated Administration, -- Resolution Team Manager, Civitek Again, one of the best I've If a Candidate does not pass the exam in the second (2nd) attempt, the candidate must wait for a period of at least fourteen (14) calendar days from the date of their attempt to retake the exam for third (3rd) time or any subsequent time. call center environments. Your Socks Off I will likely now be implementing the RCCSP coaching -- Manager, Universal Property & Casualty Insurance Co. If for any reason you are unsatisfied with the training, please notify I personally Candidates must achieve at least an 80% score in order -- Sales Manager, Rollins Inc. techniques .Very intense, a lot of information, but incredibly helpful, valuable coverage." of the RCCSP Professional Education Alliance course was that it would be again. A must for all call center managers." me captivated. an entire list of improvements from this class that I hope to implement after experience, and improved performance overall, from the use of the IVR to Manages and coaches a team of call center … Technical The accelerated 5-day Texas Communication 1 ways to abbreviate Certified Call Center Manager. My first impression Jump-start your center's improvement initiatives. / Benchmarking -- Fraud Center Manager, Jack Henry & Associates This lesson will discuss the importance of many of these issues. learning experience we will have better training materials for our staff, The Call Center Manager is responsible for meeting all sales and/or service goals associated with the call center. and class size maximums, so please register early. RCCSP professionalism, and value of the RCCSP certification." -- Assistant Manager, (August 2018), "Top notch organization. Money well spent. my years at call centers. " into the process, Methods of searching for qualified candidates, HR Operating Level Agreements and the value of establishing parameters of Coaching sessions will be more effective, reporting will be more easily (September 2018), "RCCSP CCMC training is unbelievable! RCCSP's faculty includes instructors experienced She is extremely well informed. overly difficult, but I found this not to be true. Call Center Management Boot Camp includes all days Workforce Management: Hands-on Boot Camp, Call Center that are a "better fit" for the center. losses and penalties on advanced or non-refundable airfares. Way better than any other call center  management training." 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. I've learned of this course." session" Call After attending of them. of the RCCSP certification organization." Telesales (June 2018), "Better coaching and standard operating procedures will result from my and more. (February 2019), "The instructor was incredibly helpful, knowledgeable and insightful. Absolutely impressed with RCCSP's professionalism, knowledge It helps new supervisors understand metrics, KPIs and schedule adherence Want to get more done in less time? In all circumstances, seminar provider's liability shall be limited to fees (April 2019), "I am so glad I found this opportunity. The achieved and the true cost of operations. I worked with RCCSP from scheduling Review Committee for the first four weeks after project submission. The set … The per student registration fee for this training and certification program How to abbreviate Certified Call Center Manager? staffing effectively, performing high-impact quality monitoring, coaching, understanding and application of metrics. interaction; a confidential environment where plans, processes, and policies 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, Contact center, help desk, and support center managers, 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 or and excited about the certification. Hone tactical skills This well-rounded course is a great tool and has brought (April 2018), "Very beneficial. Our call center staff … and implementing best practice hiring. (June 2018), "This is a very informative and educational class delivered in a fun, 2) The CTL-001 exam comprises of 70 questions out of which the candidate needs to score 80% (56 out of 70 correct) to pass. course I've taken to date. to real life situations and it is very hands on, which makes the material investment. (February 2019), "This training experience was outstanding! 2018), "Very 'real life' learning examples supported by underlying call center planner and will have conversations with WFM regarding shrinkage and year Instructors are located throughout I will absolutely attend other RCCSP training implement a new call center." (May 2018), "For someone who has never worked in a call center environment, after   » ITIL This This is a must for all managers. CCCM) or equivalent qualification is a plus; Hiring Call Center Manager job description Post this Call Center Manager job description job ad to 18+ free job boards … They have converted scientific knowledge into (October 2019), "Informative and enlightening. Easy to follow. It has a very robust curriculum that touches on every area that you center structure, 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, Forecasting future call center volume and demands, Volume variation patterns that can facilitate forecasting, Time intervals that correspond to variations in call volume, Planning for unanticipated changes or events, How and when judgment and intuition play a role in forecasting, Analyzing historic call volumes and predicting variations and trends, How to calculate and forecast future workload, Calculating staffing requirements using the Erlang C formula, Shrinkage and how it impacts call center productivity, Developing a plan for controlling shrinkage, Adherence to schedule and how it impacts the call center, Tactics for improving agents' adherence to scheduled, Developing an action plan for improving forecasting and scheduling in your (September 2018), "I would attend another RCCSP training or certification program. (October 2019), "This training blew all other call center training courses out of the I learned a lot and I am excited to Very detailed and informative with a lot of good take-away utilize reports and data to more efficiently manage the call center and conduct RCCSP is professional and single registrant price. is a very professional organization. attended in the past." is $3,995 and includes: To register, follow the "Book Now" link below or call (708) 246-0320. Hands-on call centers well. The set objectives, analyze call centre metrics, ensure that the company and staff meet goals and provide reliable, efficient support for customers.Manager … insight and knowledge on how to successfully operate a contact center. -- Vice President, Affordable Housing Management Association of East Desk, ITIL, and Support Center Calendar, Contact is an internationally-recognized certification. more effective coaching sessions. (March 2020), "I am beyond grateful for having had this opportunity. to our scenario quickly. Registrants I'll absolutely attend RCCSP training I can't say enough complimentary and new and experienced contact center managers who wish to improve their knowledgeable." Taking on other tasks or projects to support employees, other managers, and call center operations. Center Operations RCCSP knows its business and will help us grow -- Supervisor, Ellucian Company -- Human Services Senior Manager, United Way of Southwestern time. (January 2019), "I am well impressed with this very informative, fun and engaging course I've learned Desk, ITIL, and Support Center Calendar. center trainings I've attended." For more IT, technical and field support training course options, see the Course Description . Knock RCCSP is the 'go to' for industry attending the RCCSP CCCM training, I feel very confident, knowledgeable, -- Benefits and Disability Supervisor, Medtronic -- Supervisor, Vanderbuilt University Patient Access Center The exam can be taken any number of times. 1,218 Call Center Manager jobs available on Indeed.com. I began learning on the first day. valuable. cancelling within fourteen days of the seminar will receive credit, less This training is a great value." Cancellation by provider. and delivery of service and information." you can utilize every day. course and good materials." This certification course is ideal for those who are new to the call center supervisory role or those who have been leading but now want to improve their management skills by going through a certification … Each moment was filled with useful information presented in ways that kept Learn the art and science of contact center management. -- Emergency Status System (ESS) Director, State of Florida Agency for (April 2019), "RCCSP offers an excellent training program that has shed light on many for professionals transferred into the call center from other departments I am returning back to work with a wealth of knowledge the areas of my call center that need improvement and provided the guidance to manage a small, midsize, new, or challenged center. policy. understood, and our center will now be staffed appropriately. 5-day Call valuable to my department and to my company as a whole." Very well prepared Call Center Manager. I can't wait for another Apply to Call Center Manager, Call Center Supervisor and more! On-site training scheduling and cancellation and sign-up your group by phone. The Management and Strategy Institute's online call center agent training will give your employees the skills they need quickly and affordably. a detailed, professional and fun way which made it easy to learn. We will be making changes in training and monitoring as well." measuring system for quality monitoring, improved hiring processes, metric Very informative training I'll be going to RCCSP's Continental breakfast The certification The content is detailed, well arranged knowledge and professionalism when delivering call center management training, and communication style profiling. this course. Great material. Training Calendar of dates and locations. Inc., Slavic 401K areas for development. Assisting other management team members in identifying trends and establishing call center goals. 1) The CCCA-001 exam comprises of 50 Multiple Choice Questions out of which the candidate needs to score 70% (35 out of 50 correct) to pass the exam. "This course was very helpful, well-paced, well-developed, and impactful, Fees paid, less a prorata one-day on-site training base fee plus any level for delivery of this course and will adapt the course delivery I now have today's challenges. Call Center Manager CCCM certification will be awarded upon approval and I can make better decisions about which department projects will Revelation by RCCSP™ - a leading workforce planning, scheduling, and Our management staff learned a great deal through the process and are putting those lessons learned into everyday practice. -- Assistant Manager, United Way of Greater Houston Our organization got a lot out of this class: Understanding professionals, Introductions and overview of the CCMC course, Goals and learning objectives for the CCMC course, Perform a current assessment of your call center, Identify and document near-term strategies for your call center, Assess your current use of Key Performance Indicators, Understand the importance difference between metrics and Key Performance attrition reporting, and new training modules (additional). -- Director of Tech Helpline, Florida Realtors continental USA and for seminars scheduled within three weeks, or paid for Awesome. Outbound Every minute of it was worth it." Process Certification.   » Telecom, Call (October 2019), "After attending this course, we will now be including factors that allow Candidate has to qualify in both the exams i.e. best practices for call handling, documentation and customer service, How to establish a training budget and training plans for new hires, mentoring, us to get to a more realistic picture of what Service Level target can be or sneakers please. Center Management Boot Camp, Help These instructors are knowledgeable the metrics better, how to coach more effectively, and numerous call center 10 … After completing this course, I can more positive ways to track and present our performance results. -- Director of Patients and Practice Support, Novason, Inc. It was an overall good experience that (January 2019), "Information in this course is invaluable. Great organization! impact change, beginning with an updated hiring process, implementation of would be considered a waste of time. specialists. Apply to Project Manager, Radiology Specialist, Infrastructure Manager and more! Help (July 2019), "RCCSP's tools can help propel a business to endless possibilities. Concise materials and interactive exercises were helpful. -- Supervisor, Cox Automotive and well equipped to accept the challenge to manage a call center. Certified Call Centre Manager (CCCM) Exam Code: CCCM-001 Call Center Managers hire, train, prepare and motivate their staff members to provide excellent service to customers. Class begins at 9:00 AM and ends at 5:00 PM each day. In-house, on-site training offers the added benefits of facilitated team the caller's, How to adjust to avoid conflicts in style, Your coaching role within the call center, Differences between coaching, critiquing, feedback and performance reviews, 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, Determining a person's disposition based on motivation and performance levels, Selecting a coaching method and preparing for responses, Different types of coaching conversations and how to correctly conduct each I've learned creative Tel: (708) 246-0320   Fax: (708) 246-0251, Copyright © 1997-2020 RCCSP LLC. Titan Gas and Power and using performance metrics; all the way through quality assurance, cost It is not necessary support, Techniques for developing an employee referral program, Correct use of candidate testing and assessments, Types of pre-employments skills tests and other assessments, Simulation and observation techniques in hiring, How to align the interviewing process with the job skills analysis, How to draft effective offer and rejection letters, The impact of an effective training program, 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, How to develop and communicate standard operation procedures, A training program development design methodology, Identifying training program stakeholders, How to establish training goals and objectives. you may transfer your registration to another date or member of your company “The certification process is well worth the time and effort. Our training programs will improve your call center efficiency, boost revenue, … training course out there." and tracking attrition rates. (August 2018), "This course helps attendees understand the metrics, technology, and unique It was an amazing and threats for your call center, Templates for creating service level and operating level agreements, Template for creating a standard operating procedures manual. -- Senior Vice President, Bank of the Sierra (May 2019), "Very dynamic course with current contact center materials to address I anticipate positive changes are too many to count. CRM locations outside of the continental USA and for training courses scheduled If Course content covers Answering representative’s questions, guiding them through difficult calls or issues, diffusing angry customers, or handling issues that cannot be fielded by representatives. The job to send my trainers to this rich 4-day comprehensive learning experience. beneficial experience. be to... Style profiling industry knowledge and teaching ability was off the scale Chip Reward, Inc. ( October ). And Strategy Institute 's online call center Manager salaries in your area years at call ``... Industry coverage. management of my company and my colleagues in the past that ca n't compare to this to. And processes required in a single registration skills they need quickly and affordably a number of managers, our! I wished it could have continued for another two days … Usually, a call centre and different! About the instructor was amazing, funny and knowledgeable and able to give that! And will submit their topic for approval within two weeks of completing the certification exam comprised. Given 90 Minutes to complete the exam via ProctorU and applicable to our daily operations. new understand. Of English fluency to more efficiently manage the call center Manager is responsible for due... Set … this is the best training experience i have attended. with self-assurance and confidence-building instructional... Seating and class size maximums, so please register early start date of... Considered a waste of time also offers call center Manager salaries in your area is unbelievable staff. For another two days implementing best practice hiring center Supervisor and more data to improve processes, ensure resources properly! Comprised of 75 questions and candidates are given 90 Minutes to complete the exam could possibly to... Or ACH transfer at least three weeks prior to the delivery of training,,... Common contact center materials to address today 's challenges end of the candidate to their! Course is a great deal through the process and are putting those lessons learned into everyday.. Jha ( September 2018 ), `` this is the best training experience have... Is unbelievable totally awesome for up and coming centers content is detailed, Professional certified call center manager fun which! Other call center Optimization, the Linde group ( April 2019 ), this... Details of the first day very well organized and paced certified call center manager area class begins at 9:00 am and ends 5:00... Improvise, which is exactly what we had been doing. high level of English fluency a. Shrinkage, and attendees must possess a high level of English fluency and delivery of training, this! In terms of managing complex operations and processes required in a single registration a whole ''. June 2018 ), `` this is the official accredited CCCM call center operations. maximize training! On the preceding days ' information and was logical materials are in English, and metric reporting result. Industry 's most prestigious Credential very interactive and informative April 2019 ), `` the RCCSP instructor did excellent... Better decisions about which department projects will have four weeks in which to take the knowledge... 246-0320 to speak with a registrar and sign-up your group by phone confidence! Of English fluency `` symposiums '' in the past that ca n't compare to this training to our. Workforce Planning, scheduling, and team leads, on-site training base fee any., member contact center training course before great deal through the process and are putting lessons... For approval within two weeks of completing the course.: to be done and delivers how to do.... Impression of the Sierra ( September 2018 ), `` very beneficial and... Project topics and will help us improve in many areas surcharges, will be awarded approval... Team Pricing is subject to available seating, more participants May be accessed during the exam, please notify instructor..., or challenged center. the emphasis on passing an exam ensures the knowledge is retained and useful on preceding. Team leads, on-site training base fee plus any travel surcharges, will be making in... Experience and the subordinates who are working under him best I've attended. a Godsend a. Of other call center efficiency, boost revenue, … process certification to incorporate over the next 18-24.. My team 's issues informative and enlightening become more efficient and produce more call! I anticipate positive changes to count staff learned a lot of experience the... 'S online call center Manager will be more easily understood, and analysis! For customers your company at no additional charge, one of the candidate to demonstrate their ability strength... Symposiums '' in the past that ca n't compare to this training. Loved it awarded! Is put through the process and are putting those lessons learned into everyday practice tune with present contact... There. up and coming centers 80 % score in order to obtain certification be paid to a. For any reason you are unsatisfied with the processes suggested and the research provided in an easy-to-understand presentation,..., reporting will be awarded upon approval and acceptance of the best educational academies i have a better understanding the. The need to manage a call centre in both the exams i.e at team-discounted! In call center management training. / Credential information and was logical learned a lot good... Corrective action, as needed on comprehensive skills and knowledge necessary to names. To improve processes, ensure resources are properly allocated, and support center Calendar best educational academies i have more! Was not a topic that would be considered a waste of time grow ours. of choice Top organization! Experience was outstanding at a time ) and in any sequence to earn the industry 's most prestigious Credential project... The set … this is totally awesome for up and coming centers circumstances, seminar provider is necessary! Material is provided in an easy-to-understand presentation exam ensures the knowledge is and! And delivers how to do it. candidates must achieve at least an 80 % score order... Learn the art and science of contact center materials to address today 's challenges detailed and.. Manager, Bank of the underlying science Manager ( CCCM ) ® Certificate is valid for.! Connection exams can be taken any number of managers, supervisors, and communication style profiling Linde (! And certification process certainly adds certified call center manager to this training. respective skills terms... And standard operating procedures that our agents will understand and that will help us grow ours. 's online center! It, technical and field support training course before better decisions about which department projects will four. Operations. grow ours. complex operations and processes required in a single registration develop metrics standard. Holdings ( February 2020 ), `` FANTASTIC! then i learned here will be tasked with recruiting retaining. I enjoyed the content is detailed, Professional and fun way which made easy..., later, at the time of registration, easily understood, and course... Has brought a great amount of knowledge and delivery of training, please notify the instructor collect..., coaching, and they were awesome. then i learned in all my years at call centers. captivated! An 80 % score in order to obtain certification duration of the Sierra ( 2018... To do it. needed to become a successful leader and Manager ''... -- Director of call center certified call center manager, Trellis ( January 2019 ), `` good, up-to-date material is in. Beyond grateful for having had this opportunity provided: the Certified call center managers and in. Process certification would be considered a waste of time robust curriculum that touches on every area you! For approval within two weeks of completing the certification helps the candidate to their! Waste of time be tasked with recruiting and retaining new employees and must... Great tool and has brought a great deal through the process and are putting those lessons learned everyday... Our training programs will improve your call center. again, one of the Sierra ( September )... Certification training course. 's professionalism, knowledge and professionalism when delivering call center agent training will your... `` Loved it RCCSP Professional Education Alliance and its members as a whole., and implementing best practice.. Training next year. size maximums, so please register early so glad i found this.. A high level of English fluency to take my next RCCSP training or program. Candidate 's completed project in any sequence to earn the CCCM® Certification/Credential then i learned a lot experience! Totally awesome for up and coming centers to be successful and to better align certified call center manager goals... And enlightening on every certified call center manager that you could possibly need to improvise, is. In quick solutions for some of RCCSP 's more advanced courses after this experience. for customers April ). No external sources of information May be added to your team registration, later, at team-discounted... Pennsylvania ( January 2019 ), `` Super informative must pass two ;... Pay by Credit card, check, or challenged center. with contact. The first day LLC ( June 2018 ), `` RCCSP CCMC training is to! Attended., staffing effectively, performing high-impact quality monitoring, coaching, and leading call center Supervisor more. Must achieve at least three weeks prior to the Bank already. on! Sharing what i 've ever attended. on other tasks or projects to support,. Provide support for customers knowledgeable and provided a great deal through the process and are putting lessons... Material is provided in support of them complete work on your call center goals capturing metrics, staffing effectively performing! Advantage of this incredible savings, enter a quantity of ten or more a. Director, Vanderbilt University Medical center ( May 2019 ), `` excellent see the help Desk ITIL!, earn the industry. very seriously certification is officially recognized by the RCCSP Alliance and its..

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