Call Center Certification Course Focuses on Management Excellence
February 25, 2011
By Susan J. Campbell
, TMCnet Contributing Editor
The call center is an important part of any organization as it represents the interaction point between the customer and the company. Call center certification helps to ensure that those running the call center and serving customers are trained to do so effectively and according to specific quality standards.
BenchmarkPortal (News - Alert) is one company focused on empowering the call center to achieve these quality standards with specific courses focused on call center certification. Later this year, the company plans to offer specific courses aimed at improving call center performance to enable participants to improve their own approach to call center operations, as well as those they are responsible for training.
Composed of 10 information-rich modules, this course offers lecture, discussion and learning activity case studies designed to focus on practical problem solving and current best practices. Dr. Jon Anton of Purdue University (News - Alert) developed the original curriculum, which has recently been expanded and updated by Bruce Belfiore, Dean of the College, Dayne Petersen, Lead Instructor, and their staff of industry experts.
The class size for the call center certification sessions allows for one-on-one interaction with instructors and also enables participants to network effectively with colleagues and industry peers. Participants taking part in this training often include call center managers, directors and even vice presidents who are seeking focused training to better manage their call centers and strengthen relationships with other departments.
Complete course documentation is provided for each attendee in this call center certification training. All participants will receive a workbook and sample case study. This document will serve as easy reference when applying new skills back at the call center. Participants also return to work with specific take-aways that will make a real difference for them and their call centers.
This call center certification is focused on management individuals and continues to draw praise from attendees. In fact, BenchmarkPortal considers its alumni network its best source of referrals and testimonials. Once a participant becomes an alumnus, he or she becomes part of the BenchmarkPortal on-line community, which entitles them to a complimentary Benchmarking report and webex-style read-out of benchmarking results with their college instructor after the course.
Call center managers seeking call center certification seek this course as they report that they like the combination of the interactive classroom worth and the personalized focus on individual needs and challenges. This approach is one that is unique to BenchmarkPortal’s College of Call Center Excellence.