The exciting world of the call center is not for the faint of heart, nor is it for the untrained rookie unable to handle multiple interaction channels, or happy customers who can turn into frustrated and demanding individuals in the blink of an eye. Fortunately, the Resource Center for Customer Service Professionals (RCCSP) offers the necessary call center training to keep everyone in your environment on their toes.

The organization’s latest offering in call center training, Global Best Practices for Customer Service Providers, has a simple premise: “keep your customers happy and your company profitable”. This simple goal offers customer service providers (CSPs) a vriety of complex challenges as they attempt to satisfy both the client and their client.

As a third party or internal provider, the best way to meet customer expectations is to clearly define operational best practices and ensure full call center training of all your staff. With a clear strategy in place and a priority placed on training, you and your staff will be well on your way to a more satisfying and profitable experience.

The objectives in RCCSP’s latest call center training offering are clear:

·         Optimize total performance of the operation by balancing service, quality and cost

·         Improve all capabilities within the operation to drive higher satisfaction levels among clients and end-users while also reducing costs

·         Enable demonstrated competency among participants with the content of the COPC (News - Alert)-2000 CSP Gold Standard

·         Increase knowledge of operational practices used in Best in Class customer call centers

·         Learn common pitfalls to avoid in call center operations

·         Gain knowledge of benchmarks in high performance and how to set targets for quality objectives, service levels and unit costs based on these objectives.

Participation in this call center training is designed for first line management teams through Director and VP levels and can help your organization to drive higher performance as you improve service, revenue, quality and cost. You’ll also be able to increase profitability and customer satisfaction while you reduce cost, time and risks associated with driving operational excellence.

Sending your key call center management players to this call center training will also ensure they learn consistent, scalable and repeatable methods to drive measurable performance improvement through more than 400 metrics, best practices and benchmarks. They’ll achieve COPC CSP (News - Alert) Registered Coordinator status, which ensures access to a dynamic knowledge base and peer networking forum to continue to promote quality development.