TMCnews Featured Article

November 20, 2012

RCCSP's Call Center Management Boot Camp - aTraining Course for the Best

By Susan J. Campbell, TMCnet Contributing Editor

Earlier this month, RCCSP hosted its touted call center training course – Call Center Management Boot Camp, which took place from November 5-9 in Phoenix. The seminar spanned five days; the first three days encompassed rigorous training for members of management; and the last two days were structured as workshops so leaders could put their newly acquired skills to the test before having to apply them at work.

Those present walked away with invaluable resources and tools designed to augment productivity such as helpful templates, ready-made checklists, valuable software, and an extensive manual for future reference. Upon successful completion, participants also received the acclaimed Certified Call Center Manager (CCCM) certification.

One of the main benefits of the call center training was that coursework was customized for each participant based on specific business needs. According to this information found at The Resource Center online, each attendee had the opportunity to sit down and work with experts and consultants in the fields of IT and customer care one-on-one. The weeklong immersion also presented a great opportunity for key business leaders and professionals in the call center industry to network, discuss common issues, and share solutions.

Call Center Management Bootcamp was designed with the interests of several individuals in mind. Supervisors making a lateral transition into the call center, professionals building a new call center or revamping one already in place, and executives responsible for enhancing call center performance all benefited from the call center training course.

To get the most out of the seminar, those attending were asked to bring their laptops, and to come prepared with access to business metrics, scorecards, workflow processes, best practices, and reports. This allowed consultants to form a unique and tailored call center training plan for each member’s need.

Some of the modules dissected during the week included topics like quality monitoring, forecasting and scheduling, new technology, strategic performance indicators, assessment and analysis of core capabilities, and how to present a strong business case. Additionally, management was equipped with information on how to acquire, train, and keep a great team as well as how to effectively coach and deliver performance management.

Those leaving the call center training seminar didn’t return home empty handed. Leaders gained a better sense of their business competencies and received resources to help them succeed into the future, including tools like how to complete an in-depth SWOT analysis and software like Revelation by RCCSP, which was designed to improve the process of workforce management.

Other templates such as phone screening paperwork and sample form letters for accepting and rejecting applications were also supplied. Perhaps the best take-away, however, was that provided by the post-course mentor who offered help with actual implementation and support.

If your company is considering call center training for its management, RCCSP provides a toolkit for success that is accessible via one-stop shop. The next boot camp will kick off December 3-7 in Orlando, Florida.

Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO Miami 2013, Jan 29- Feb. 1 in Miami, Florida. Stay in touch with everything happening at ITEXPO (News - Alert). Follow us on Twitter.

Edited by Stefanie Mosca

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