BenchmarkPortal Offers Call Center Certification Courses for Management
January 27, 2011
By Susan J. Campbell
, TMCnet Contributing Editor
Call center certification is an important focus for any call center and its agents and supervisors if they want to be able to achieve a competitive advantage in the marketplace. Call centers that are distinguished as “excellent” not only make it a priority for their call center agents to receive call center certification, they enable their agents to make it happen.
This latest BenchmarkPortal (News - Alert) piece highlights the importance of call center certification for call center managers and the courses that are available to achieve this ranking. The course available on this page is composed of an information-rich module that offers lectures, discussions and learning activities in the form of case studies that examine practical problem solving and current best practices.
Originally developed by Dr. Jon Anton of Purdue University (News - Alert), the curriculum has been expanded and updated by Bruce Belfiore, Dean of the College, Dayne Petersen, Lead Instructor, and their selected staff of industry experts. The size of the classes allow for one-to-one interaction with the instructors, as well as networking opportunities with colleagues and industry peers.
Participants in call center certification sessions typically include Call Center Managers, Directors and Vice Presidents. The courses are designed to enable these leaders to better manage the call center and strengthen relationships with other departments. Complete course documentation is available for every attendee, including a comprehensive workbook and a sample case study.
Participants also leave with “take aways” that are meant to enable them to make a real difference in their centers. The call center management certification course has drawn praise from its attendees and the alumni network is one of the best sources of referrals and testimonials. Once a professional completes the program, he or she becomes a part of the BenchmarkPortal on-line community.
This includes access to a complimentary Benchmarking Report and webex-style "read-out" of the individual’s benchmarking results with their College instructor, following the course.Managers report that they love the combination of interactive classroom work along with personalized focus on individual needs and challenges. This approach is considered to be quite unique to BenchmarkPortal's College of Call Center Excellence.The 3 ½ day solution is designed to immediately improve the individual’s overall call center management skills.
The course focuses on specific areas of call center management, including organizational leadership, human resources, quality monitoring, customer satisfaction, the basics of WFM forecasting and scheduling, call center technologies, technology enabled processes, knowledge management, caller self-service, analytics and reporting, benchmarking and a tour of the host center.
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.
Edited by Juliana Kenny