RCCSP Offers Call Center Training on Service Engineering Techniques
The saying “if you cannot measure it you cannot act on it” literally rings true in call centers. Every facet they touch, from call volume to call center training has become quantifiable and actionable.
And as call centers become more important to organizations as customer retention/attraction tools as new channels such as wireless, social media and video pour in more and challenging customer contacts and as accountability and ROI pressures grow the amount of information being handled by centers is growing. The same goes in turn for the metrics used to make sense of this data to enable topnotch performance in these areas.
Yet there is so much of this data that arrives in and is generated by call centers that managers are often overwhelmed. The reporting from ACDs alone is so thick that there is scarcely time to digest it all. How can one make sure they are tracking the right data-measuring metrics? How should they best use all this knowledge?
Nina Kawalek, CEO, the RCCSP Professional Education Alliance points out that by using scientific and mathematical call center engineering techniques, call center managers can use metrics to make proactive decisions that lead to improved performance. The challenge of creating what she calls “the optimal call center” can be met using principles of service engineering: combining scientifically-based design principles and operational metrics to reach the end goal, namely value.
To help call centers reach that goal, the RCCSP Professional Education Alliance is offering three intensive-learning call center certification tracks on service engineering. They have been created especially for supervisors, managers and directors responsible for call center performance management, operations and strategies implementation.
The three courses, which are part of the RCCSP Service Engineering Series, are taught by recognized industrial and service engineer James Abbott. They include:
Abbott has spent considerable time adapting proven industrial engineering efficiency and quality concepts to the call center and help desk environments. He has authored books on call center measurement, design, and quality including, Preparing Call Center Metrics, Designing Effective Call Centers, and The Executive Guide to Call Center Metrics.
“Service engineering is the application of science, mathematics and engineering to take call centers and help desks to levels that we can’t imagine today,” says Abbott.
The three service engineering classes will be in Los Angeles, Calif. in 2011 on the following dates:
* Mar. 7-11 Call Center Engineering Boot Camp
* Mar. 10-11 Designing Six Sigma Call centers
Other select locations throughout the U.S. have already been added to the RCCSP Alliance’s National Training Schedule.
Call center managers who have already taken the call center training course are impressed.
“I learned so much about our center and things I never thought about that would make such great improvements,” recalls Shamayne Gerlach, workforce analyst at Take Care Systems, and a recent attendee of the Call Center Engineering Boot Camp.
Brendan B. Read is TMCnet’s Senior Contributing Editor. To read more of Brendan’s articles, please visit his columnist page.
Edited by Patrick Barnard