BenchmarkPortal Call Center Management Certification Courses to Take Place Soon
August 02, 2012
By Steve Anderson
, Contributing TMCnet Writer
Keeping a call center up and running to its fullest is no small or simple task. To that end, the folks at BenchmarkPortal (News - Alert) have put together a series of training courses designed to get users in a better position, with the end result of a certification in call center management. The courses look very complete, and will be available in a selection of dates and locations to best correspond with those of the individuals seeking the certification.
The courses themselves are geared toward improving the call center environment in general, and making it operate to its optimal level. Issues facing the call center are addressed from the operational level--the day-to-day management issues that come up in any organization involving people--to the tactical and strategic overview, including setting goals and determining how to reach those goals extending out to even the five year mark. Leadership styles and organizational design issues will also be discussed, as well as points of human resource management--especially those geared toward the care and feeding of the best agents, like reward, retention and differences in generational mindsets--will have a place at the table as well.
Beyond the issues of dealing with agents, various call center technologies will also come into play in the training curriculum, like issues of call recording--when to, which ones to, and how long to keep the recordings around--agent coaching (with even a bit of a sidebar on listening to the customers' voices for clues about their mood and the like), and even a bit about outsourcing. There's even a portion on allowing customers to serve as their own call center agents with self-serve issues.
There are two such courses coming up in the near term, with one at the San Francisco Business Center in San Francisco, California to take place August 21 through 23, and another to take place in Hamilton, New Jersey running September 18 through 20. The Hamilton event also includes a site tour for more of a hands-on approach. Both events cost $1995 to attend, and other events will follow throughout the rest of the year. There's even an on-site program for those unable to attend any of the events yet who still want the certification training.
BenchmarkPortal's certification programs are well-regarded throughout the industry, and given the nature of the training classes, are especially valuable in this particular sector. Keeping a call center running at its best ensures the best possible chance of keeping customers happy and returning, as well as protecting against potential lawsuits--one of the main reasons to use a call recording system in the first place--and in general making the best possible contribution to the bottom line.
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Edited by Stefanie Mosca