When the public thinks of call centers, they usually are given the image of a big office with a bunch of agents lined up answering phones all day, which is true. However, what people may not know is that for agents to master such a skill, they must receive education and training just like any other job.

Think about it like this: if there was an emergency and you were to call 911, wouldn’t you want to speak to an operator who was educated and trained? The answer is yes, and when you call 911, you are calling a call center, which means that such training courses are vital as in some instances it could mean life or death.

Although most call centers do not carry such a heavy weight, it is important that agents received the proper training in order to provide the utmost customer care support. For those interested in such courses RCCSP, a professional education alliance for the call center, has developed a variety of training and certification programs, two of which will be happening next week that will include the Call Center Manager Certification Training and Call Center Management Certification Boot Camp.

At the management certification program, users have the potential to earn one the industry’s most prestigious credentials that will not only give them the skill sets needed to create a productive environment, but will also help them stand out against others. In this hands-on, intensive course participants will learn a variety of skill sets such as:

• Assessing the current state of their call center
• Key metrics and the relationship between metrics
• The scorecard approach for monitoring key metrics and reporting results to upper management
• How to create a call center Standard Operating Procedures manual that includes best practices for call handling, documentation and customer service
• How to establish a training budget and training plans for new hires, mentoring and on-going training
• How to create a call center Standard Operating Procedures manual that includes best practices for call handling, documentation and customer service
• How to establish a training budget and training plans for new hires, mentoring and on-going training

The second course is one of RCCSP’s most popular. In this two-day boot camp, your management training is put to the test in a hands-on workshop where participants are guaranteed to learn how to improve their call centers. Here are the skills they will leave with:

• A toolkit of forms, templates, checklists, sample documents, software, a 300-page reference manual and more, to increase productivity
• Your accelerated path to Certified Call Center Manager (CCCM) certification
• Comprehensive contact center management training, tailored and personalized to each participant
• Instruction by RCCSP Professional Education Alliance operations consultants with expert qualifications and decades of field experience in both customer care and IT service desk operations

These types of courses are ideal for supervisors, managers and executives of an organization who want to set an example of how education and training can help them successfully move forward and increase their center’s performance levels. With the call center industry growing at such rapid rates, it is vital that they take educational levels higher in order to remain on top.