CCLS’ CALL CENTER SUPERVISOR CERTIFICATION PROGRAM
Core Knowledge, Skills and Competencies for
Contact Center Supervisors in Customer Service and Sales

Welcome to the Call Center Learning Solutions’ core training and Certification program for Contact Center Supervisors and Team Leaders. This program is designed to give contact center supervisors and team leaders the core knowledge, skills, competencies and best practices used by world-class contact centers to effectively manage teams of customer service representatives to produce results that ensure customer loyalty and business success.

These workshops are interactive and involve team building exercises, group discussion, brain storming sessions, the situational application of skills, practice and role-play. Students are totally involved in the learning process and each student receives individual feedback and coaching.

This program is modularized so modules can be taught stand alone or all can be combined into full days of training.

Call Center Learning Solutions will deliver these workshops on-your-site. These workshops are also available for license and train-your-trainers. Under license we provide master copies of the Instructor Guide and Student Materials including, job aids, recordings, forms and assessment tools.

A “Certificate of Course Completion” is awarded to students who successfully complete a course.

A “Master Call Center Supervisor Certificate” is awarded by Call Center Learning Solutions to students who successfully complete all of the modules in the program.

• Module 1: What You Need to Know about the Contact Center – 4-Hours
• Module 2: Introduction to Forecasting Principles and Methods – 2-Hours
• Module 3: Introduction to Staffing Principles and Methods – 2-Hours
• Module 4: Introduction to Scheduling Principles and Methods – 2-Hours
• Module 5: Overview of Staffing Options 2-Hours
• Module 6: Key Performance Indicators - Analytics and Reporting 4-Hours
• Module 7: The Effective Leader - Employee Retention and Motivation – 4-Hours
• Module 8: Build a Call Quality Evaluation program 16-Hours
• Module 9: Calibrate Call Quality Evaluations 8-Hours
• Module 10: Coaching and Performance Management 16-Hours

Detailed Module Descriptions

Module 1: What You Need to Know About the Contact Center (4-Hours)

• Overview of contact center technology to support contact center functions and business goals
• Develop vision and mission for your center – What is your brand promise
• Develop and Communicate your Center, competitive and customer contact strategy
• Key contact center terms
• Understanding the driving forces of incoming call arrival and the factors of caller tolerance
• Calculate the value of customer loyalty and the lifetime value of a customer
• What is the experience you want your customer to have? Service Level and response times
• The contact center as a profit center – communicate needs to senior managers

Module 2: Introduction to Forecasting Principles and Methods (2-Hours)

• Understand the four key processes of Workforce Management Systems forecasting, staffing, scheduling and tracking
• Understand the impact of accurate forecasting and staffing on customers, agents and costs
• Terms and definitions
• Key forecasting data and call patterns
• Forecasting methods and principles

Module 3: Introduction to Staffing Principles and Methods (2-Hours)

• Principles of call arrival, caller tolerance
• Understanding Service Level, customer satisfaction and agent productivity
• Calculating staff and resources – Erlang C and Simulation
• Understand impact and principles of group structure and pooling
• Explore economies and benefits of skills based routing and consolidation
• Cost of delay and the power of one
• Calculate staff for Response Time Centers
• Outbound calling strategy and staffing

Module 4: Introduction to Scheduling Principles and Methods (2-Hours)

• Schedule for shrinkage – agents out of the workload
• Scheduling alternatives
• Understand FTEs
• Real-time Service Level and adherence management best practices
• The cost of quality and turnover

Module 5: Overview of Staffing Options (2-Hours)

• Advantages and disadvantages of alternative staffing options
• Use clearly defined job descriptions and skills inventory in the selection process
• Effective recruiting methods
• Interviewing techniques
• Standards and success measures for telecommuters
• Identify and manage staff for telecommuting
• Service bureaus as an option
• Accountability – Manage the relationship

Module 6: Key Performance Indicators - Analytics and Reporting (4-Hours)

• Identify performance measurements that impact the bottom line: Cost, revenue and impact measurements
• Identify sources of data and reporting structures
• What to Measure: agents, supervisors and the contact center
• Outbound measures for success
• Track, analyze and evaluate
• Measure customer satisfaction - The Customer's Voice
• Understand the relationship and links between measures
• Real time management of call center measurements
• The value of productivity enhancements
• Who is responsible? – Assign ownership for contact center measures

Module 7: The Effective Leader - Keys to Employee Retention and Motivation (4-Hours)

• Recognize the importance of the supervisor/agent relationship as satisfier/dissatisfier
• Define leadership and sources of personal and positional power/influence
• Describe principles and use techniques that drive motivation
• Self-Assessment Leadership Traits/skills

Module 8: Build a Call Quality Evaluation program (16-Hours)

• Define call quality standards, ratings and scorings by call type
• Identify gaps between standards and current performance
• Identify impact and changes to agent and center current performance appraisal standards
• Develop communication strategy, message and timeframes
• Build a call quality evaluation document
• Define feedback process for agents, supervisors, leadership team members
• Establish reports and reporting structure

Module 9: Calibrate Call Quality Evaluations (8-Hours)

• Monitor calls and calibrate call quality standards

Module 10: Coaching and Performance Management (16-Hours)

• Communicate the benefits of coaching
• Analyze impact of coaching on key measures
• Communicating standards and expectations and the “Why we do what we do”
• Rights and responsibilities
• Evaluate and calibrate call quality
• Coach to Different Behavior Styles
• Recognize and handle “pushback”
• Use 8 Steps to Effectively Coach
• Track and evaluate performance – Will or Skill
• Develop a plan for continued success
• The performance management process

Call Center Learning Solutions "Training the voice of your business" ©