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RCCSP Hosts Call Center Manager Training and Certification Course in Boston


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July 31, 2012

RCCSP Hosts Call Center Manager Training and Certification Course in Boston

By Mae Kowalke, TMCnet Contributor

The RCCSP Professional Education Alliance will be hosting its three-day Call Center Manager Training and Certification course in Boston this August 20 through August 22.

“Learn the art and science of contact center management,” promotes the course’s website. “Hone tactical skills you can utilize every day. Jump-start your center's improvement initiatives. And, earn the industry's most prestigious credential.”

The course focuses on “comprehensive skills and knowledge necessary to manage a small, midsize, new, or challenged center,” according to the course website. Content includes fundamental tasks such as hiring, training, coaching, maintaining morale, forecasting, scheduling, and using performance metrics, as well as more advanced topics such as quality assurance, cost management, strategy, and leadership.

The internationally recognized Certified Call Center Manager (CCCM) certification test is administered at the end of the course. CCCM certification consists of class attendance, a passing score on the online certification exam, and completion of a certification project. The certification project must be completed within six weeks of attending the course.

RCCSP Call Center Manager Certification training course is key for managers transferred into a call center from other departments or those who want certification credentials, including help desk managers, supervisors, experienced team leaders, recently promoted supervisors and those starting a call center, notes the course website. Contact center recruiters, coaches, trainers, mentors and quality assurance professionals also are encouraged to consider the course.

Attendees need a basic understanding of call centers, how calls flow into the center, and basic call center terminology in addition to speaking fluent English, the site says.

“This course completely covers the range of topics needed to begin a call center or develop an existing one,” notes customer support manager for International Allied Systems, Nick Qualman, on the course web site. “The instructor was phenomenal. This class should be the bar that others need to meet.”

Day one of the three-day course covers call center assessment, metrics and key performance indicators.

On the second day, students learn call center technology, forecasting and scheduling, staffing the call center, and training and retention.

During the third and final day, students go over coaching for improved performance, the quality monitoring process, and performance improvement project planning.

The instructor-led course costs $2,795 including certification exam. Those interested can register on the course’s website.

Edited by Juliana Kenny

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