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Your Resource for Call Center Training & Certification Courses
The RCCSP Professional Education Alliance is the accreditation, examination, and certification body for the call center industry's most comprehensive suite of professional certifications for individuals. Recognized internationally by government agencies across the Western Hemisphere, RCCSP's progressive call center training curriculum has been a catalyst for furthering 21st Century management methods and the application of contact center science.The Alliance, comprised of subject matter experts, call center training organizations, private sector professionals and industry advisors, has produced an industry-supported contact center business framework and comprehensive professional qualification schema. This combined effort, with training courses contributed from over thirty leading vendor-neutral providers, has resulted in the most comprehensive array of state-of-the-art call center training and certification opportunities available anywhere.
Call center training and call center certification tracks are offered for front-line professionals, supervisors, managers, directors, operations engineers, quality professionals, management specialists, and six sigma practitioners.
Call Center Training Feature Articles
The Philippines Call Center Industry Booms, Thanks to Multiple Factors
In the last decade or so, the Philippines have built an army. Not a military army, but an army of call center workers. The Philippines has rapidly overtaken India as North America and the UK's favorite call center outsourcing destination. The reason being, many companies find that - at least in North America - customers find Filipino accents more comprehensible than Indian accents (since the Philippines was once a U.S. colony), Spanish is widely spoken for the benefit of Hispanic Americans (an advantage India does not possess) and the government in the Philippines has built an attractive package of perks to draw call center business.
In the last decade or so, the Philippines have built an army. Not a military army, but an army of call center workers. The Philippines has rapidly overtaken India as North America and the UK's favorite call center outsourcing destination. The reason being, many companies find that - at least in North America - customers find Filipino accents more comprehensible than Indian accents (since the Philippines was once a U.S. colony), Spanish is widely spoken for the benefit of Hispanic Americans (an advantage India does not possess) and the government in the Philippines has built an attractive package of perks to draw call center business.
Keeping the Customer Satisfied
In a cutthroat market, what really persuades customers to move or stay with a telecommunications service provider? Instinctively, we believe that the range of innovative products available to the customer, the technical quality of delivered service or QoS and competitive pricing are the key factors in ensuring customer retention and extending the service contract. But we should challenge these assumptions - not least because they are often so costly to act upon.
In a cutthroat market, what really persuades customers to move or stay with a telecommunications service provider? Instinctively, we believe that the range of innovative products available to the customer, the technical quality of delivered service or QoS and competitive pricing are the key factors in ensuring customer retention and extending the service contract. But we should challenge these assumptions - not least because they are often so costly to act upon.
To Train or Not to Train
According to a recent survey recently conducted by Tealeaf, a leading customer experience management company, one key element to surviving an economic downturn is excellent customer service. This is a huge opportunity for companies (like yours) willing to significantly improve their customer service, as this enables you to stand out among your competition.
According to a recent survey recently conducted by Tealeaf, a leading customer experience management company, one key element to surviving an economic downturn is excellent customer service. This is a huge opportunity for companies (like yours) willing to significantly improve their customer service, as this enables you to stand out among your competition.
Struggling Economy Requires Smart Management
With a struggling economy, nearly all businesses are faced with cutting budgets even more than they had planned. Decisions on where to cut costs are not easy, and management forced to make these changes must be as well informed as possible in order to make effective decisions.The only way to make effective business decisions - and this is true under any circumstances, but is highlighted during economic crises - is to have the fundamental knowledge of how your business works, and which aspects are most efficient, and which require improvement.
With a struggling economy, nearly all businesses are faced with cutting budgets even more than they had planned. Decisions on where to cut costs are not easy, and management forced to make these changes must be as well informed as possible in order to make effective decisions.The only way to make effective business decisions - and this is true under any circumstances, but is highlighted during economic crises - is to have the fundamental knowledge of how your business works, and which aspects are most efficient, and which require improvement.
Call Center Costs a Mystery for Many IT Service Desks
The survey reveals that 78 percent of IT service desks don't know how much each call they handle actually costs, and worse yet, only eight percent of surveyed respondents even measure the cost of calls transferred to second line support. Even Pink Elephant, who in part conducted the survey of 10,000 IT service management professionals, was astonished at the results, saying they may well even be higher than indicated due to the expense of bringing in the necessary expertise to measure such costs.
The survey reveals that 78 percent of IT service desks don't know how much each call they handle actually costs, and worse yet, only eight percent of surveyed respondents even measure the cost of calls transferred to second line support. Even Pink Elephant, who in part conducted the survey of 10,000 IT service management professionals, was astonished at the results, saying they may well even be higher than indicated due to the expense of bringing in the necessary expertise to measure such costs.
Call Center Training Breaking News
New NetSupport Assist 1.10 - Mac® and Linux classroom monitoring and instruction software - introduces optimised File Transfer and Power Management capabilities
5/25/2012 10:14:04 AM
5/25/2012 10:14:04 AM
Kramer Middle School in Washington, D.C. Selects Adaptive Curriculum as Key Provider of Math and Science Courses for New Blended Learning Model in School Year 2012-13
5/25/2012 5:59:21 AM
5/25/2012 5:59:21 AM
Memory Training Software, Ultimate Memory(TM), Announces New Ways for Families to Learn Together.
5/25/2012 4:14:08 AM
5/25/2012 4:14:08 AM
SEN Offers Membership Guarantee to Kitchen & Bath Designers
5/24/2012 10:44:01 AM
5/24/2012 10:44:01 AM
NYSE Euronext To Acquire Corpedia Corporation
5/24/2012 9:01:22 AM
5/24/2012 9:01:22 AM
Sales Performance International Forms Partnership with VisualizeROI
5/24/2012 1:13:22 AM
5/24/2012 1:13:22 AM
Sales Coaching Video Gives Bankers Four Tools to Improve Coaching Quickly, Accelerate Sales Results
5/24/2012 12:12:08 AM
5/24/2012 12:12:08 AM
Michael Kushner, VP Digital Media Strategy, UBM Studios, to Discuss Digital Events as Part of a Successful Communications Strategy at a UBM Conferences Three Part Webinar Series
5/23/2012 11:12:38 AM
5/23/2012 11:12:38 AM
Social Learning Management System, TOPYX, Recognized as Top in 'Innovention'
5/23/2012 9:13:25 AM
5/23/2012 9:13:25 AM
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