Effective Training for Call Center Certification
January 12, 2011
By Susan J. Campbell
, TMCnet Contributing Editor
How do you make sure your call center can reach a high level of excellence in customer service delivery? One of the best ways is to be certified for excellence through Benchmark Portal. Courses offered through this company ensure that your call center agents are ready to handle customers with ease and your overall operation will be able to perform according to your expectations. Susan J. Campbell is a contributing editor for TMCnet and has also written for eastbiz.com. To read more of Susan’s articles, please visit her columnist page.
The courses offered by Benchmark Portal demand quality performance by all participants in order to receive call center certification. All participants are expected to complete a test at the end of the course, and a score of 70 percent or higher is necessary to pass the course. Each participant can take the test three times per course.Call center employees can take the On Demand Course or the On Demand package and once complete, will receive a Certification certificate.
Once the employee registers for a certification course, he or she has three months to complete the course. This certification is internationally recognized through the Center for Customer Driven Quality at Purdue Research Foundation.Each course will consist of a series of modules and at the end of each module, there is a quiz. The final examine is provided at the end of the course.
Certification is earned after all 10 courses and the final online exam have been passed. To participate in the online courses, students need to have an Internet speed of at least 512 KB for download, although 2MB is recommended for optimal performance. The online courses cover the entire workforce process involved in the running of the quality call center.
Lessons are provided to benefit attendees from any-sized organizations with real-world examples of solutions that not only work in theory – but also in practice. When this learning is expanded to workforce management, the focus extends to forecasts, schedules and budgets. Participants will come to understand the processes that make up the foundation of an effective workforce management practice; the proper ways to gather the right data at the right time; results reporting for effective decisions and actions; how to build forecasting models that work; options for building staff plans to meet budget and scheduling needs; and a change management approach to overcome the “Big Brother” syndrome.
True quality call centers exist as a result of quality training. Benchmark Portal helps your employees get the training they need, so your call center performs at the levels you expect.
Edited by Juliana Kenny