Design a Certification Program for Call Center Teams

Who should attend?

As business leaders, we must create a process to develop and maintain a High Performance Excellence Model for our leadership staff to enhance the Individual, the Team, the Organizational Performance and Employee Satisfaction for each staff member. This customized workshop is designed for call enter leaders, managers and coaches to help them evaluate the benefits of a certification program for their call center leadership team, standardize performance levels and developmental opportunities and, learn how to design and implement the program.

What will you learn?

Building a certification program for you supervisory team is a process, not a training event. This program is designed and customized to meet the specific needs of individual teams.

Key Learning Points

• Assess the potential benefits of a certification program for you Supervisor team
• Initiate an assessment of past and current performance
• Explore culture, policies, training performance and interpersonal relationships, management and leadership practices
• Impacting supervisory development
• Standardize performance levels and developmental opportunities
• Design and create a meaningful and effective certification program
• Discover what and how to measure for the success of the program
• Create a continuous learning environment

Workshop Environment

This workshop is interactive and involves team building exercises, group discussion, brainstorming, practice and the situational application of skills. Students are totally involved in the learning process.

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