In this new and more volatile economy, organizations seeking the ability to deliver an experience for the customer that is consistent with their brand are considering a move to call center outsourcing. The challenge here is these transitions can quickly turn to failure when relationships are not properly managed. Before the move is made, call center training is necessary to facilitate the nurturing of important relationships.

When outsourcing transitions fail, it is often due to insufficient relationship and program governance, according to the KPMG 3Q11 Sourcing Advisory Pulse (News - Alert) Survey. The individuals responsible for driving an effective migration lack the necessary call center training to ensure success. Fortunately, a new outsourcing industry certification has been released targeting the optimal governance of outsourcing activities. 

“Outsourcing is becoming increasingly specialized," said IAOP Chairman Michael Corbett, in a statement. "Individuals who can validate their expertise in specific areas of outsourcing through professional certifications can command greater compensation and professional recognition in their organizations.”

This new focus on call center training is the Certified Outsourcing Professional in Outsourcing Governance (COP-GOV), a credential that was recently announced by the International Association of Outsourcing Professionals (IAOP). A new certification, it is available to Certified Outsourcing Professionals able to demonstrate the experience and knowledge to design, implement and manage outsourcing relationships.

"The release of the IAOP governance certification couldn't be more timely," said Nina Kawalek, CEO of the RCCSP Professional Education Alliance, an organization focused on call center training. "Call center outsourcing providers and buyers both need people who can plan and execute practices that lead to strong governance programs." 

The RCCSP welcomed the IAOP into its Alliance of call center training and certification organizations in June of 2011. The new COP-GOV is considered a significant addition to the RCCSP Alliance’s comprehensive portfolio of call center training and certifications. Both organizations have built reputable positions in the industry by basing their certifications on process frameworks. The RCCSP and the IAOP both employ rigorous assessment processes to evaluate the competencies, performance and real-world experience of all candidates.

Before earning the new COP-GOV certification within a call center training environment, candidates must first earn the COP status and possess three or more years experience in governance. Candidates are also required to complete an outsourcing governance training course and pass a certification exam.

"We are pleased to partner with the RCCSP Professional Education Alliance to offer this comprehensive training curriculum to a growing audience of outsourcing professionals," said Corbett.