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RCCSP: Are Today's Call Center Managers Ready for Tomorrow?


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April 24, 2012

RCCSP: Are Today's Call Center Managers Ready for Tomorrow?

By Erik Linask, Group Editorial Director

In today’s challenging fiscal environment, which is certainly not new, but is being exacerbated by the economic downturn across the nation, ensuring your employees are well equipped to perform their job function is as critical as ever. This holds for call center managers perhaps even more than others, as the call center is the customer service hub for any organization.Given that, it behooves any call center leadership to ensure its managers have the tools and knowledge to effectively run their centers, to gain or retain a competitive edge on competitors. After all, it has been well documented that providing a premium level of customer service is the one sure way to increase customer satisfaction and grow customer loyalty.

Certainly, there are a number of approaches that can help in this endeavor, but there may be none better than returning to the same environment in which managers began their learning process — that is, immersing them in an educational curriculum with the singular goal of developing their management skills.

Such a call center certification program is precisely what the Resource Center for Customer Service Professionals (RCCSP)has developed, with its Call Center Manager Certification courses, which not only provide a proven curriculum for developing talent, but upon completion, managers receive a call center certification as proof of expertise in the field. 

RCCSP’s next call center certification course will be offered in Los Angeles, October 6-8, at the Ayres Hotel Hawthorne. These sessions feature a newly updated curriculum, based on the latest trends, resources, and technologies, and are geared towards managers of small, mid-sized, new, or challenged call centers.

From the very basic managerial tasks, like hiring, training, monitoring, coaching, and building and maintaining morale, to advance skills, including quality assurance, technology selection and use, strategy, leadership, and cost analysis and management, managers will leave this course with a complete skill set for returning to their centers and creating the most effective work environment possible.

The benefit of RCCSP’s courses over many other online or remote programs is its hands-on training environment, where each participant experiences first hand what it takes to build a successful call center. The interactive, personalized experience is designed to build the self-assurance and confidence it takes to manage a staff of agents in an often trying environment.

In fact, managers return to their centers with the very tools, software, forms library, benchmarks, and action plans that are used in the training sessions, enabling them to immediately put the skills they have gleaned to use.

Importantly, RCCSP’s courses are not a partial educational experience. Rather, they are designed to breed and understanding of the complete call center experience. Upon completion of the three-day course, participants will be well versed in:

*Assessing the current state of their call centers;
*Budgeting (including training and hiring) and calculating cost per contact;
*Establishing a mission focus for their call centers;
*Key call center metrics and the relationship between those metrics;
*The Balanced Scorecard approach for reporting key metrics to upper management;
*Creating effective Service Level Agreements and Operating Level Agreements;
*Identifying and using best practices for technology tools, including IVR, VoIP, and CTI (News - Alert);
*Create a business case to justify staffing needs;
*How to forecast call volume, work load, and scheduling;
*Erlang formulas and workforce management tools used to calculating staffing requirements;
*Developing a Standard Operating Procedures manual;
*Effective training, coaching, motivation, and retention methods;
*Establishing quality monitoring requirements and practices;
*HR laws and guidelines;Leveraging industry resources; and
*How to maximize return on their RCCSP call center certification.

Adding to the experience is the location: The Ayres Hotel Hawthorne is the newest of the Ayres European style boutique hotels, offering a first-class experience at not only the training sessions, but for the duration of the stay — including a fine dining experience at the on-premises Matisse Restaurant, featuring steaks, seafood, and, for dessert, its signature molten chocolate soufflé or white chocolate crème brulee. All call center managers, regardless of how successful they have been to date, should give serious consideration to attending this RCCSP course to further build their skills and ensure continued growth and success in a financially demanding and competitively challenging environment.

To register for the courses, or for more information, click here.

In addition to this Call Center Manager Certification course, RCCSP is also hosted a series of other educational classes for call center managers in California in the coming months, including:

*Additional Call Center Manager Certification courses in San Francisco (February 2-4, 2009) and Los Angeles (May 25-27, 2009).
*Call Center Metrics Data, Analytics and Reporting in San Francisco (February 2-4, 2009).
*Call Center Engineering Certification 5-day Bootcamp in San Francisco (February 2-6, 2009), which fulfills the first two of four prerequisites for the Call Center Six Sigma Black Belt series Six Sigma Black Belt program in San Francisco (February 5-6, 2009).
*Development, is designed to help call center decision makers develop the expertise to use the service engineering principles to enhance their operations.
*Designing Six Sigma Support Centers).
*The new Virtual Support Center Management Certification at a location to be determined.,

Edited by Stefanie Mosca

Technology Marketing Corporation

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