Instituto de Telemarketing e Serviço ao Cliente

Title: Instituto de Telemarketing releases a certification for Call Center managers
Source: www.calltocall.com.br
Date: 03/11/05

Finally came to Brazil the certification courses in Call Center developed by CIAC (Call Center Industry Advisory Council), thanks to an international agreement secured between the North America entity and Telemarketing Institute, brazilian company reference in Call Center qualification. The intention of this certificate, first one in the world, is just to cover this gap, in the sense of standardizing methodologies, to regularize the Call Center setor in brazilian market and to guarantee the basic requisites of quality, such in own centrals as in outsourced ones.

It refers of a big ally in the differentiation of done services by brazilian companies, including making influence on decisions by acquisition of outsourcing services” says Solange Shehtman Tobias, Telemarketing Institute director. She remembers that Call Center segment is the one that gives more jobs in the whole world, and in Brazil , grows 20% per year. “ In North American market, 5% of the population works direct or indirectly in this setor”, complements.

Shehtman affirms that ´certification is an indispensable tool to stablish and keep an excellence standard for organizations and professionals from costumer service and support to the client centrals, with the purpose of qualifying managers and leaders that act in any kind and size of Call Centers. She explains that these professionals start to dominate the best practices at the costumer relationship, providing more operational quality such as higher satisfactions level. Further to that, the certification is translated in reliable criteria for the deciding process in the employment, r edu ce turnover for securing the ´adequate adjustment` since the beginning of the hiring process, r edu ce coasts in training, minimize mistakes and consequently, r edu ce coasts.

According to the director, CIAC´s certification is based on “functions” instead of position titles. The functions are more efficient and precise and identify every responsibility of a job position. This methodology allows that professionals look for what better define his functions, influence and responsibility. “For example, in some centrals, Call Center managers have only operational responsibilities, and, in anothers, managers have, also, strategic responsibilities”

With a total of 400 courses, the certification is divided in four areas:

A- Strategic, with the CCSL-Certified Strategic Leader; focused to seniors executives (directors, seniors managers, and vice- presidents) responsible for decisions related to direction and strategic vision.

B- Operational, with the CCOM-Certified Operations Manager; focused to managers responsible for the everyday operations and supervisors with managers works.

C- Apprentice, with CCMA- Certified Management Apprentice, focused to professionals that are pursuing managers carrer; and

D - Consultancy, with the CCMC-Certified Management Consultant, manager certification for consultants with senior level that will work with consultancy services and training.