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
J
anuary 29-31, 2014
2 1/2 Hours Each Day
11am PT / 2pm ET
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.
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Creating a Quality Assurance Strategy
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Positive Culture, Behaviors and Definitions
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Quality Assessment Forms
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Service vs. Compliance
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Call Monitoring Process
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Evaluation Frequency
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Art of Coaching
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Time Management
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Reward & Recognition Methods
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Technology
January 21-23, 2014
Only 1 Seat Left -- Register Today!
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.
BenchmarkPortal
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.
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Review the role, responsibilities, and characteristics of an “ideal” coach.
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Match management expectations of using call center metrics and the impact on agent performance.
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Perform a gap analysis to identify what you have versus what you want in terms of agent performance.
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Examine successful verbal communication techniques.
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Compare and contrast the needs of new stars, rising stars, super stars, and falling stars.
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Create a strategic plan for all levels of performers to include team building, retention, and motivation.
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Practice and Application: Review the performance for five agents.
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Practice and Application: Create a coaching plan to sustain and/or improve performance for each agent.
Tech-Enabled Processes
