Call Center Certification Courses Focus on WFM and Quality Assurance
January 27, 2012
By Susan J. Campbell
, TMCnet Contributing Editor
Individuals charged will ensuring the performance of the call center must be adequately trained and certified for specific tasks. BenchmarkPortal (News - Alert) has created a successful business by offering key call center certification courses and enabling leading organizations to maintain a competitive edge with a clear focus on continued improvements.
BenchmarkPortal recently announced the release of its call center certification and training schedule. Most notably, the company is offering more workforce management and quality assurance courses this year through both in-person and live online sessions. Efficiency and quality care are essential for the call center seeking that competitive edge, creating high demand for such certification sources.
With BenchmarkPortal’s workforce management call center certification training, participants are provided with a focus on the entire workforce management process, from the data gathering stage to production and forecasts, schedules and budgets. Lessons are included in this training to benefit participants from any sized organization with real-world scenarios that work in practice.
Participants in this call center certification course are assured the opportunity to learn what processes make up the foundation of a workforce management practice that is effective, as well as how to gather the right data at the right time to maximize efforts in terms of call center scheduling and staffing.
The course will also cover the practice of reporting on results to help drive effective actions and decisions. Participants will learn how to build effective forecasting models, time series modeling and Erlang C based staffing models. They will also examine the options for building staff plans that effectively meet the budgeting and scheduling needs of the organization.
Perhaps most importantly, this call center certification course will also focus on a change management approach that will help participants to overcome the “Big Brother” syndrome that tends to be associated with workforce management.
Quality assurance courses from BenchmarkPortal are designed to address the needs of the individual responsible for the monitoring and coaching program. The company promises its call center certification course will provide these leaders with the necessary framework for direct implementation within their own environments.
Those participating in the QA & Monitoring Workshop will gain a clear understanding of the elements considered crucial in building a well-planned program that meets the organization’s strategic needs. They will also learn how to identify the specific requirements essential to the building of a “best-in-class” quality monitoring and assessment process, and how to design a unique program for their own environment.
This call center certification course will also focus on identifying agent behaviors that provide the excellent customer experience. From there, participants can develop assessment processes and scoring metrics to measure overall results. Included in this learning is a focus on calibration of the assessment and scoring processes, as well as the delivery of an effective recognition and reward program.
Call center certification programs such as those offered by BenchmarkPortal take the guess work out of the overall strategic approach of the call center, ensuring all key players can focus their efforts on a more successful environment.
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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 Jennifer Russell