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RCCSP Brings Call Center Training and Certification Class to Your Front Door

TMCnews


TMCnews Featured Article


March 13, 2012

RCCSP Brings Call Center Training and Certification Class to Your Front Door

By Tammy Wolf, TMCnet Web Editor


Our day-to-day lives are filled with conversations. As family members, partners, friends, colleagues and peers, we are expected to offer our thoughts and opinions on subjects presented, and in exchange, listen intently on what others have to say.


The innate human ability to communicate may be second nature, but for contact center agents, it’s a different story. Not only are these agents required to converse and listen, but they have to do so in order to meet set expectations, resolve conflict and contribute to the effectiveness of a brand. It’s pretty safe to say that the ultimate success of a business may come down to how well these support professionals can recognize customers’ needs and adapt strategies to meet those needs.

Luckily, there are call center training experts like the Resource Center for Customer Service Professionals (RCCSP) to lead the way in training and certification for call center, help desk, customer service and technical support professionals. Since 1997, RCCSP has been focusing on forming strategic alliances with the world's largest and best training providers – from certification bodies to affiliate member consulting firms to associations – in order to bring nationwide professionals certification programs to enterprise organizations and contact center industry professionals.

Bringing these programs directly to these professionals is exactly what RCCSP’s Professional Education Alliance is aiming for with its on-site Contact Center Professional Training and Certification course. Conducted as either a two-day or three-day event, this Alliance Certification program teaches best practices, skills and techniques for effective, high-quality front-line customer support and presents the opportunity to learn and practice skills that build customer relationships and generate a positive company image. RCCSP promises that graduates of the program will leave with the ability to easily recognize customers’ needs, create strategies to meet them, and apply call center skills and problem resolution techniques to everyday communications within a team.

Ideal for front-line contact center and help desk agents and representatives, as well as front-line leaders and coaches, the Contact Center Professional Training and Certification program will enable attendees to explore the personal paradigms, attitudes and motivators that influence caller behavior, assess customers’ preferred communications styles, practice steps in the contact resolution process, and apply these newly acquired skills to real-life customer interactions.

Within eight chapter offerings, attendees will learn basic, but intrinsic, skills that include how to assess callers’ service expectations; develop question skills to elicit critical information; apply proven communications processes and methods; move calls forward to resolution; properly document techniques; execute follow-up activities; effectively communicate with customers through e-mail and Web chat; diffuse conflict and create a positive experience for the customer; maximize team productivity; and direct personal contributions toward team synergy and success.

Participants have the option to take part in a third day of training, in which chat and e-mail writing skills, as well as conflict management and team building best practices, will be taught on-site at the company’s location.

Following training, participants have the option to take a post-course CCCP certification exam, which is built to ensure the information has been absorbed and that each member of every contact center team uses consistent terminology and best practices.

As Liane Marcum, financial analyst and a past course participant, once said, “This is one of the best classes I have experienced in six-and-a-half years. 100 percent.”

To learn more about the Contact Center Professional Training and Certification program offered by RCCSP, or to register, click here.








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