January 3, 2014

Kick-Start 2014 With Quality Assurance & Management Training Workshops

January Call Center Training
Happy New Year! Kick-start 2014 with workshops that help attendees Increase Customer Service & Performance at their center.

Quality Assurance Certification: Live Online
JQuality Assurance Live Online Traininganuary 29-31, 2014
2 1/2 Hours Each Day
11am PT / 2pm ET
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The quality assurance workshop will provide participants with an understanding of the crucial elements in building an effective and efficient program that meets the strategic needs of the organization. Those needs may be focused on Cost, Service, Sales or Marketing.
Participants will gain an understanding of the specific requirements necessary to build a "best-in-class" quality monitoring and assessment process. Participants will identify those agent behaviors that provide an excellent customer experience, i.e., reduce the customer effort to resolve issues and drive loyalty. From this knowledge comes the development of the assessment processes, form for assessment and the scoring metrics that will measure the result.
Participants will explore the issues relating to calibration of the assessment and scoring processes, and how to deliver appropriate recognition and rewards for those involved in the process. This workshop will provide real-life examples and exercises that will allow participants to assess their current programs, make adjustments, or develop an entirely new program that meets the needs of all stakeholders.
  • Creating a Quality Assurance Strategy
  • Positive Culture, Behaviors and Definitions
  • Quality Assessment Forms
  • Service vs. Compliance
  • Call Monitoring Process
  • Evaluation Frequency
  • Art of Coaching
  • Time Management
  • Reward & Recognition Methods
  • Technology

January 21-23, 2014
Only 1 Seat Left -- Register Today!
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In today’s highly competitive marketing world, the reasons for a call center to be “customer-centric” are compelling. It is critical for a call center to have the competitive advantage of delivering what their customers want and require. Your call center needs to be better than that of your competition. This is especially true when it comes to “satisfying” your customers. Not having the best practices or proper procedures in place can be the differentiator between you and your competitors from your customers’ perspective.
Management Certification at McKessonBenchmarkPortal offers one of the most highly regarded call center management certification programs in the country. The program is led by the industry's top-rated instructors, who have over 150 years combined experience. In this workshop, they will equip you with the tools and skill set you need to improve your center's performance.
The curriculum, which was originally developed by Dr. Jon Anton of Purdue University, has been expanded and updated by Bruce Belfiore, Chancellor of the College, Jose Perez, Dean of the College, and BenchmarkPortal’s staff of industry experts. Participants typically include Call Center Managers, Directors and Vice Presidents.
Ten modules include: Organizational Leadership, Human Resource Management, Call Quality Monitoring and Coaching, Caller Satisfaction Measurement, Workforce Management, Technology, Tech Enabled Processes, Caller Self-Service, Analytics and Reporting, Performance Benchmarking.
  • Review the role, responsibilities, and characteristics of an “ideal” coach.
  • Match management expectations of using call center metrics and the impact on agent performance.
  • Perform a gap analysis to identify what you have versus what you want in terms of agent performance.
  • Examine successful verbal communication techniques.
  • Compare and contrast the needs of new stars, rising stars, super stars, and falling stars.
  • Create a strategic plan for all levels of performers to include team building, retention, and motivation.
  • Practice and Application: Review the performance for five agents.
  • Practice and Application: Create a coaching plan to sustain and/or improve performance for each agent.

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