“Successful Coach” – A Call Center Manager Certification Program

Greetings!

As a call center manager, you are faced with many challenges, which could cost your business thousands, even millions, of dollars. Most call center managers are promoted from the agent talent pool. Little, if any, manager training is provided to these newly appointed call center managers. Was this the case for you? Do you know someone who experienced this type of promotion? Would you like to improve your coaching effectiveness? Do you need to reduce your attrition, improve your employee engagement, increase your customer satisfaction, or drive revenue results more effectively? If any of these apply to you, then you need to attend “Successful Coach” – a call center manager certification program.

What would be the impact to your company’s bottom line if you reduce attrition by 30%, improved employee engagement by 25%, increased your customer satisfaction scores by 20%, and increased revenue by 15% in just the first three months following your completion of the certification program for “Successful Coach?” Would these results add $50,000 to your company’s coffers? How about $75,000 or $100,000 in improved results? How would those returns impact your paycheck? Does this sound too good to be true? How about a guarantee you will improve results! That’s right, if you don’t improve your results within three months of receiving your “Successful Coach” certification, then we will refund your tuition.

“Successful Coach” call center manager certification isn’t for everyone. This very intensive five-day curriculum requires participants to examine their coaching or manager motives, challenge their current processes, actively participate in the curriculum including completing pre-work assignments, homework assignments, coaching sessions, and complete a business case presentation. Still interested?

This call center manager certification program will be offered in Fort Lauderdale, FLfrom January 16 to 20, 2012, and Orlando, FLfrom January 30 to February 3, 2012. Classes will start promptly at 8 am and adjourn by 5 pm (Monday through Friday.)  The class is limited to 15 participants. Participants will be registered as soon as payment is received. The tuition investment is $3,750 OR SAVE 20% (Tuition investment $2,999) with the Early Bird registration by December 31, 2011. In addition, you may be able to deduct the tuition expense in 2011. Please check with your tax advisor for the appropriate deduction process. To register for the class, e-mail:

Dave.Gregory@inspiredperformancesolutions.com

with your preferred dates and location and you will receive a Paypal invoice for the course tuition.

Here’s a summary of the curriculum:

“Successful Coach” – ACallCenterManager Certification Program
 Prerequisites

Attendees should possess a basic understanding of what a call center is, how calls flow into a center, and basic call center terminology. Course materials are in English, and attendees must possess a high level of English fluency.

CURRICULUM
Pre-Work
·         Complete ADVanced Insights Profile (link will be sent following registration)
·         CompleteCallCenterManager Survey (link will be sent following registration)

Day 1

Chapter 1 – Introduction and Pre-work Review

  • Introductions and overview of Successful Coach
  • Review Advanced Insights Profile (AIP)
  • ReviewCallCenterManager Survey (CCMS)
  • Perform a current assessment of your call center
  • Define a call center vision statement
  • Establishing brand attributes
  • Identify and document near-term strategies for your call center

Chapter 2 – Metrics and Key Performance Indicators

  • Assess your current use of Key Performance Indicators
  • Understand the importance difference between metrics and Key Performance Indicators
  • How to classify metrics for a performance management scorecard
  • Understand each of the top call center metrics and performance indicators
    • A definition of the measure
    • Useful scorecard classifications
    • How to calculate the measure
    • How to use the metric or KPI in managing the call center
    • The relationships between key metrics
    • Establishing call center metric target values
    • Evaluating results
  • How to use metrics and KPIs to achieve call center success
    • Verify selected KPI’s are valid performance measures for your call center
    • Align key metrics with customer expectations and satisfaction
    • Create your KPI Scorecard

Day 2

Chapter 3 – Managing versus Leading

  • The role of Managing versus Leading
  • Motivation – Understanding Why Agents are Motivated and Using Values to Drive Results
  • Wearing Many Hats
  • Changing Roles from Peer to Manager

Chapter 4 – Creating Two-Way Communications

  • Describe the components necessary to clearly communicate
  • Use the two-way communication process with employees, peers, and leaders
  • Practice two-way communication
  • Formal Channels and Vehicles
  • Active listening – verbal and non-verbal
  • Questioning Techniques – open-ended v. closed-ended
  • Listening practice
  • Fine-tuning your communication skills

Chapter 5 – Feedback Process

  • Defining Feedback
  • Understanding the feedback process
  • Providing effective feedback
  • Applying the feedback process

Day 3

Chapter 6 – Coaching for Improved Performance

  • Fundamentals of coaching
  • Metrics v. Behaviors
  • How to define and prepare for a coaching session
  • Conducting the coaching session
  • Post-coaching follow-up action planning
  • Documentation
  • Performance management
  • Conducting the performance management meeting
Chapter 7 – Conflict Management
·         Understand nature of conflict and its types
·         Develop appreciation for how perspective colors conflict management
·         Identify your conflict style
·         Create tools to manage yourself in conflict
·         Using structured problem solving to resolve conflict

Day 4

Chapter 8 – Understanding Change
·         Understand the nature of change
·         Become familiar with William Bridges’ “Transition During Change” model
·         Identify and manage the four stages of transitioning during change
·         Learn and practice techniques to overcome resistance to change
·         Applying the principles and practice

Chapter 9 – The Quality Monitoring Process

  • Establish the quality requirements for your call center
  • Designing a quality monitoring form
  • Establishing quality team responsibilities and parameters
  • Performance evaluation standards
  • Implementing a coaching and feedback loop for continuous improvement
  • The calibration process
Day 5

Chapter 10 – Performance Improvement Project Planning

  • Selecting and prioritizing performance improvement projects
  • Creating a business plan
  • Proposing plans to management for approval
  • Selecting, planning, and implementing your Goal Planning Sheet
MANDATORY ACTIVITY: CERTIFICATION EXAM
MANDATORY ACTIVITY: COACHING SESSION CERTIFICATION (Observations)
 The certification process consists of four parts:
  1. Pre-course preparatory assignments completed
  2. Class attendance
  3. Achieving a passing score on the certification exam
  4. Successful completion of coaching session observation

Class Attendance: Participants will complete a five-day instructor-led course, where they will participate in hands-on learning and group exercises under the observation of an Inspired Performance Solutions, Inc. Certified instructor. Upon successful completion of the course, the facilitator will provide the certification exam.

Registration Fees

The per student registration fee for this training and certification program is $3,750 (OR $2,999 with the 20% Early Bird Discount) and includes:

  • 5-day instructor-led training
  • All training materials
  • Course certificate of completion
  • Certification exam fees
  • Feedback following Coaching Session Certification
  • Refreshments each day

Class begins at 8:00 AM and ends at 5:00 PM each day. Business casual attire is appropriate. No jeans or sneakers please.

Any questions may be directed to Dave.Gregory@inspiredperformancesolutions.com or via phone at 402 707-4868.

Dave Gregory

Chief Learning Officer

Inspired Performance Solutions, Inc.

Cell 402 707-4868

www.inspiredperformancesolutions.com

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About davegregory

Dave Gregory, Chief Learning Officer for Inspired Performance Solutions, Inc., believes in the power of the strengths movement. During the past 15 years, Dave managed the Learning Solutions activities of Qwest’s Mass Markets Group, including call centers, retail stores, indirect retail, e-business, collections, alternative markets and the small business teams. Mr. Gregory graduated from Creighton University’s School of Law in 1993 earning a Juris Doctor. He completed his undergraduate education receiving a BSBA with an emphasis in marketing from the University of Nebraska-Omaha in 1990. Mr. Gregory has more than 25 years experience in business development and consulting.

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