Competencies
Disciplinary Need for Ciac Certification. Know the right way.
Call Center Management Certification
Domains focused on People Management
HUMAN RESCUES
Workload: 16 hours
MODULE I – Human Rescues Planning
Design of the Workforce
Organizational Planning and Strategies versus Organizational Structure
Static and Variable Call Load versus Workforce
Professional Profile versus Costumer Profile
How to attract, recruit, select and integrate Call Center Professionals
The best patterns on Hiring and Selection.
Types of Hiring and Legislation
How to Retain and Terminate Call Center professionals
Performance and Turnover Goals
Definition of Payment and Career Path.
Syndicates and Associations
HR Planning Success Factors
MODULE II – Training and Development
Ongoing Learning Environment
Wanted performance assessment versus professional dominium
Assessing performance GAPs (wanted versus actual)
Training and Development Plans - internal or outsourced aligned with strategies
Orientation program – Maintenance of T&D Plan
Criteria for hiring and assessment of the T&D Plan
Assessing and Leveraging Development Opportunities
MODULE III – Team and Single Performance Management
Aligning Call Center and Organization goals.
Performance Assessment Objectives
Monitoring and Coaching program implementation – What, how, who, where, why?
Expected performance metrics.
Low performance identification – Team and individual
Preventive instruments in low performance management cases
Assessing the performance goals applied to Call Center through feedback and incentive changes.
Productivity as base to define Payment, Incentives and Carreer Path
MODULE IV – Building High Performance Teams
How to develop and align teams goals with organizational goals?
Mission, Goals, Objectives and Actions.
Managing High Performance Environments and teams – differences and transformation processes.
Design strategies for building an efficient team – Communication, meeting, events, active work, etc.
Delegation and responsibilities – Making a team more trustworthy and simpler to work.
Leveraging living and relationships build through trust and collaboration.
ENVIRONMENT AND PEOPLE
Workload: 8 hours
MODULE V – Environment and Team Satisfaction
Building favorable environments for professional obligation and excellence in team performance
Intrinsic and extrinsic motivational aspects.
HR quality aligned with career path and payment.
Rewards and recognition
Incentive campaigns focused in Call Centers
Organizational environment and team satisfaction in Call Centers
Managing Call Center Teams integrating HR politics and strategic objectives of the organization
Call Center Management Certification
Domains focused on Operations Managements
OPERATION MANAGEMENT
Workload: 16 hours
MODULE I – Service Level Goals and Call Center Objectives
How to plan, develop and implement a Service Level goals into the operation
Ongoing Leverage Processes in Service Legal Goals and Team Performance.
Establish and Manage processeses for managing Service Level Goals, time and qualitative goals.
Defining performance metrics and information control tools
Managing operational information
Statistics applied in productivity and control of the operation
Operation Quality – How to make sure about your operation quality and the ongoing processes of leveraging team performance
MODULE II – Measuring a Call Center Operation (*)
Measuring Call Load versus Work Force
System Design
Forecast Call Load
Queues theories – Using MS Excel
Inbound Measurement
Simulations
Probabilities Tree
Outbound Measurement
(*) We adjust the content for basic/advanced levels
TECNOLOGY IN CALL CENTER’S ENVIRONMENT
Workload: 8 hours
MODULE III – Aligning Technology and Process to maximize service delivery
How to maximize technology investments in Call Centers?
Emerging tecnological and costumer integration
Assessing products and services providers
Identify leveraging opportunities on better service delivery
Resourses - Processes – Tecnology in Call Center environment
Tecnology system implantation management
Technology’s impact in Call Center management
Identifying solutions for costumer relationship management strategies
WORK ENVIRONMENT IN CALL CENTERS
Workload: 8 hours
MODULE IV – Health and Safety in Work Call Center environment
Why is it so important to take care of health and security of the Call Center operational environment?
Prevention in Health and Safety conditions
Current legislation for Call Center environments
How to manage risks and problems on Call Center operation routine
How to make sure that people know Health and Safety politics – Conscience, Changing, Monitoring and Orientation.
Ergonomics Orientations
Fonoaudiology Orientations
Call Center Management Certification
CRM COMPETENCE DOMAIN
Customer Relantioship Management
Workload: 16 hours
MODULE I – Internal and External Customers Relationship Management
Dynamics and economic aspects on costumers’ conquest, retention, value and costumer approach.
Concepts and applicability of CRM (Customer Relationship Management)
CRM and solutions to identify, quantify and distribute the different types of customers in accordance with their expectations.
Aligning organization strategies with costumer requirements
Call Center role in costumers segmentation
Customer Relationship Management in non-governmental and non-profit organizations
Ways to identify and customize costumers expectative associated with organization business
Costumer Satisfaction value, allegiance and retention
Metrics that support Customer Relationship Management
Basic aspects in delivery of consistent service, generating a positive experience to the Customer
Organization centered in the customer (related to people, processes, technology, strategies, etc)
Alternatives to customize costumers’ experience
MODULE II – A efetividade na entrega dos serviços e o impacto na Satisfação do Cliente
How to measure costumers' satisfaction?
Customers satisfaction versus behavior and loyalty of costumers
Manage information and feedback from clients
Measurement metrics of costumers’ satisfaction.
Problems – Welcome! – How to assess problems and identify service gaps.
Database – Managing costumer satisfaction with databases
Factors that contribute in costumers dissatisfaction
Eliminating causes that contribute to costumers dissatisfaction
Importance in facilitating costumer Access
Organize actions and procedures for monitoring and errors fix
Call Center Management Certification
Domains focused on Leadership and Business Management
Workload: 16 hours
MODULE I – Applying Leadership concepts and practices
Aligns vision, value and philosophy principle of the Call Center according to the organizational mission, principles propagating internally and externally the organization’s vision.
Volunteer Programs. How to implement them?
How to balance strategies, establish goals, motivate and get pledge from the Central? How to promote the Central as a focus in profit?
Defending the Central as an aggregate value to the organization and the customer.
How implement projects that transfer the Central value. How to maintain high executives always informed?
MODULE II – Concepts and Practices of Businesses Management
Strategic Plan? How to implement with success?
Understanding the need in implementing an annual operational project?
How to translate Central goals into actions?
Market Researches within communication plans? How to implement them?
How to implement projects that develop initiatives within the Call Center?
Business and Finances Environment
Workload: 16 hours
MODULE III - Spread knowledge in business-oriented environment of Call Centers
Central’s Role. Impactz on taking new ways.
Central’s Rules: How to conduct them? How to reach legal requirements? Meaning and nomenclatures in Call Centers?
MODULE IV – Concepts and Pratices about Finances
How to define and develop an annual budget for the Central?
Rules of Negotiation and Budgetary Approval
Unquestionable knowledge needed about finances?
Things to consider about when you have to decide between buying and location.
How to stablish a prevention programa in front of depreciation of fixed resources?
Profit Central x Cost Central? How to manage? How to solve this problem?
Analyising: Balance, ROA - Return on Assets; ROS - Return on Sales; NPV - Net Present Value; IRR - Internal Rate of Return - ROI - Return on Investment - ; Ratio - Cost/Benefit Analysis.
