3 Day Training - Located in San Antonio, TX @ FirstMark Credit Union
| Date: | October 16-18, 2012 |
| Location: |
San Antonio, TX @ The FirstMark Credit Union Center 2023 Gold Canyon Dr, San Antonio, Texas 78232 Link to Map |
| Hours: |
8am - Meet & Greet Continental Breakfast 8:30am - 5pm, Tuesday, October 16th 8:30am - 5pm, Wednesday, October 17th 8:30am - 5pm, Thursday, October 18th |
| Price: |
$1995 - Includes course, breakfast and snacks (lunch is open), course handbook and a call center benchmarking survey/report with a follow-up web-ex style presentation of your benchmarking results. |
BenchmarkPortal offers one of the most highly regarded Certification programs in the country, led by the industry's top-rated instructors, with over 150 years combined experience. These courses will equip you with the skill set you need to improve your center's performance. You will be able to return to your business and drive effective change for your contact center and use best practice methods validated by BenchmarkPortal.
Our Call Center Management Certification course is composed of ten information-rich modules that include learning activity "case studies" that focus on practical problem solving and current call center best practices. The curriculum, which was originally developed by Dr. Jon Anton of Purdue University, has been expanded and updated by Bruce Belfiore, Dean of the College, Dayne Petersen, Lead Instructor, and their staff of industry experts. Typically participants include Call Center Managers, Directors and Vice Presidents. These courses will help you better manage your call center and strengthen relationships with other departments (for example: Marketing, MIS and telecommunications).
Return to Management Certification Homepage »
Best Call Center Training in the Industry »
Testimonials and Video Testimonials »
Download Management Certification Brochure »
Call Center Management Certification Training Workshop Agenda:
- Organizational Leadership
- Human Resources
- Quality Monitoring and Coaching
- Customer Satisfaction
- The Basics of Call Center Workforce Management
- Call Center IT Management
- Knowledge Management
- Caller Self-Service
- Analytics & Reporting
- Benchmarking
To begin, we focus on the importance of Leadership and sharing the mission and vision of the call center. We review all aspects of agent management from best practices in screening, on-boarding, training and ongoing management of our most important resource.
Next, we concentrate on all of the day-to-day management issues. What are the high performing call centers doing to improve their quality assessment processes to drive customer satisfaction? In the Customer Satisfaction module, we discuss the multiple ways to measure, analyze and use the caller satisfaction finding. Then, our favorite topic: What do we do with forecasts, adherence and schedules? How do we find the solutions that meet the needs of the business and the work-life balance of our agents while still being able to meet our service goals?
Next, we discuss the support tools and technologies we use in the call center and that our customers are using to access us and information in the way and at the time they want.
Finally we discuss: "How do we measure and report our successes, progress and failures?" So how do we know if we are succeeding or failing? One part of the answer is to develop a benchmarking process. How do we decide which type of benchmarking is right for our organization?
Benchmarking Separates us From the Competition
One of the main things that separates our call center training from others is that we use benchmarking to demonstrate our best practices and training. BenchmarkPortal has the world’s largest database of call center metrics and all of our students participate in our call center benchmarking survey as part of this course. This Complimentary Call Center Benchmarking Report and Web-ex Style Presentation of Your Benchmarking Results provides your company with a snapshot of your call center vs. industry peers.
- Benchmarking measures how well your organization is currently performing compared to your competitors and other top organizations in North America.
- Identify the KPI's in your call center and learn how you can improve the company's bottom line.
- Comparisons indicate competitive strengths and weaknesses, and help to overcome the typical barriers to change.
- You can further magnify performance gaps by calculating the dollar value of poor performance and create a higher ROI.
Previous Attendees & Testimonials:
Sample of companies who have attended our courses »
Testimonials and Video Testimonials »
Lodging
You will be responsible for confirming your own lodging needs. Please note that there are many hotels in the surrounding area, we have provided a few of the closest hotels for your convenience. When making reservations mention you are attending a meeting at FirstMark Credit Union and they might be able to offer you a corporate rate (varies with hotel).
Nearby Lodging:
Comfort Suites Stone Oak
1754 N. Loop 1604 East
San Antonio, TX 78232
(210) 495-5559
comfortsuites.com
Distance to Meeting: 0.5 miles, 3 min. drive, 8 min. walk - Link to Map
Fairfield Inn & Suite North Stone Oak
80 Trailcrest Street
San Antonio, TX 78232
(210) 491-9595
marriott.com
Distance to Meeting: 1.4 miles, 5 min. drive - Link to Map
Attractions & Shopping:
- The River Walk
- Palmer Course at La Cantera
- Mission Trail
- San Antonio Missions National Historical Park
- Alamo IMAX Theatre
- Mission San Jose
- San Antonio Museum of Art
- San Antonio Botanical Garden
Discounts:
Preferred Partner Discount: Center of Excellence Members 15% off.
Group Discounts: If you have 2 or more individuals that would like to take the call center training course please contact us for a group discount!
Online Contact Form | 800.214.8929 Ext. 1
Cannot be combined with other offers or discounts.
