Includes complimentary attendance to the Call Center Campus Symposium, networking reception with complimentary drinks and hors d’oeuvres, certification workshop, complimentary daily breakfast & snacks (lunch is open), workshop handbook and a call center benchmarking survey/report with a follow-up web-ex style presentation of your benchmarking results.
BenchmarkPortal’s contact center training workforce management workshop covers the entire WFM process - from the gathering of data to the production of forecasts, schedules and budgets. We include lessons that benefit attendees from any size organization, large and small, with real-world examples of solutions that work in practice - not just theory. Participants will learn:
What processes make up the foundation of an effective call center Workforce Management practice
How to gather the right data at the right time to maximize call center scheduling and staffing
Results reporting that drives effective decisions and actions
How to build forecasting models that work - including how to use Excel to do time series modeling
Options for building staff plans that meet budgeting and scheduling needs
How to build an Erlang C-based staffing model
A change management approach that helps overcome the "Big Brother" syndrome too often associated with Workforce Management
“Improving Customer Service & Loyalty” is the theme for this year’s Call Center Campus Symposium. The two-day program - unlike any other - features talks and discussions to inspire innovative thinking and engage participants in exploring compelling avenues for advancing the call center industry.
Call Center Campus Training and Symposium includes the following:
All students attending an In Person/Classroom courses have until thirty (30) days before to cancel your registration or it becomes credit for a future In Person/Classroom course.
Full payment is required prior to attendance.
In rare instances, a course will be rescheduled or postponed:
BenchmarkPortal will provide you at least 10 days notice
You may receive a full refund or take a credit toward another training course
BenchmarkPortal cannot be held responsible for penalties resulting from travel arrangements of any kind.
In the event that we do have to cancel a training course at the last minute, the college manager will contact you to either reschedule you into an alternate course or provide you with a full refund of the course price.
No shows will pay full course rates.
After completion of an in person course, you will receive a certificate on the final day of class.
Certification through BenchmarkPortal and the College of Call Center Excellence is an achievement that is recognized internationally.
If you are purchasing one of the courses with a business credit card please check your daily limits to avoid any possibility of the transaction getting declined (most cards have a $1,000 daily limit). Especially if you are purchasing 1 or more In Person courses.
"An amazing event with wonderful carefully chosen speakers with much good information to impart. It was energizing! I felt totally rejuvenated about our contact center and how we can make it better!! This was well worth the trip and the time to come! Makes me want to work even harder to engage and motivate our agents!" Cindy Trow, Quality Assurance Manager, MedicAlert Foundation
"I have learned new information on how to apply changes based off of the collective sharing of knowledge performed at the class as well as at the symposium." Call Center Campus Attendee- 2012
"This event including our Center of Excellence certification was really useful. It brought to us many areas for improvement and made us think of new initiatives in Al Hilal Bank." Eman Amein, Quality Manager, Al Hilal Bank
"Very good conference. Very informative and the presenters were very knowledgeable and presented the information well." Tim Dawkins, Associate Manager Member Services, MESSA
"Workforce Management class and the Symposium gave us a wealth of knowledge that we will take back and start to work on." Clint Rosser, Manager of Installation and System Support, Karmak Technologies
"Thank you for inviting us and allowing us to share a little of our story. The whole week was a great, each of us took away something from the training and networking event. We look forward to attending Call Center Campus again." Matt Conant, Director Customer Experience, PLATO Learning
Quality Assurance Certification Workshop
"It was an exceptionally fulfilling experience! Learning new approaches, sharing ours, clarifying/validating the best practices we employ and networking in an open, engaging and interactive environment." Tawyna Lizama, Quality of Service Manager, Belize Telemedia, LTD.
"I was especially excited for our Company to invest in the Quality Assurance Specialists to become certified in the area that is very important to our Customer Care Center. The price was affordable and the timing was accommodating. After the first session, we sat together with our manager and talked about our first day experience and what we learned. The information provided was organized and flowed well and the feeling was unanimous that this course was well worth the resources spent for us to attend. All three of us took ideas and examples from the course that we will use in our monitoring and providing feedback for our customer service reps." Live Online Attendee - 2012
"This is a very good course for beginners and experienced quality assurance professionals. It reinforces and re-orients individuals to the basic fundamentals that must be in place as well as additional options, ideas, tools and methods to consider employing. Thanks again for a very informative and interactive training session. I Really enjoyed it and found it very helpful with some of the changes we are in the midst of making in our program." Mindy Lamb, Call Quality Director, Cigna - November 2012
"I attended BenchmarkPortal's training at Purdue University in 1997 as a manager of a utility call center. It was excellenct! Given the opportunity to attend again in 2012 (15 years later), I seized the opportunity. It was excellent again!" Judy Blair, Director, Dayton Power & Light - February 2012
"Being in class with QA professionals from other companies and learning from their best practices was very beneficial." Esa Jones, Growth Specialist, Citizens Energy Group - February 2012
"This training far exceeded my expectations. I am a visual learner. I like the interaction and hands on experience. The trainer was really engaged and cared about the growth of our positions and what we will gather from this program and take back to our employees." Call Center Campus Attendee - Video Testimonial - October 2011
"One thing that I will remember is that the participation was absolutely phenomenal in this class. The style of learning was participation and hands on. I learned from the teacher and from the participants in the group." Call Center Campus Attendee - Video Testimonial - October 2011
"We are very pleased with the training based on the feedback from Leanne regarding the first 2 sessions she had last week. We are expecting that she will have a lot of learning which she can apply to her projects as the QA Supervisor of our team." Lorena C. Biclar | Assistant Manager-Customer Service | Power Transmission Solutions, Emerson Industrial Automation
"This workshop gave me a variety of best practices and ideas that I can take back to my company to improve our processes." Quality Assurance Live Online Attendee - 2011
"This course provided my company with valuable insight in how to better our service." José R. Moran Callmax Domincana
Call Center Workforce Management Certification Workshop
"This was a wonderful opportunity to learn from someone as knowledgeable as Joe. I truly appreciate his approach in aligning us to free flow with our questions and situations vs. being absolutely stringent with the flow of the course material." Lee Branch Hill, Contact Center Team Lead, MedicAlert Foundation - November 2012
"The class was very informative for me and my time in position. I am new to leadership and WFM and was happy to learn all the layers that filter into call center management. Las Vegas, NV - 2012 Call Center Campus Week WFM Attendee
"The course was very informative and helpful. The instructor was knowledgeable and very interesting. The class was really fun to be in." Las Vegas, NV - 2012 Call Center Campus Week WFM Attendee
"Great overview on all aspects of WFM & allowed time for exchanges of ideas for on-site specific questions! Very Good!" Indianapolis, IN Attendee - February 2012
Call Center Management Certification Workshop
"Although I manage a Center of Excellence, based on subject matter covered in the management course, I found that there is so much more that I can learn and put in to place in my call Center. In the upcoming years, I will also be taking the QA and QM courses to get dive deeper in the details." Theresa Bode, Director of Member Services, Teachers Credit Union
"I truly enjoyed the opportunity to network wit individuals within my field/industry." Amy Novak, Call Center Manager, Proctor Financial - November 2012
"I was very pleased how well the course was put together. It provides info relevant to small and large call centers. The course provides an indirect approach to the top call center concerns and validates all info that is given. If you run a call center this course is a must. Not only will you learn from the course, but every one else brings their info to the class and you can use them as a reference." Mike Rooks, Call Center Supervisor, Nevada Adult Day Care - November 2012
"It was an excellent training. Very thorough and descriptive. I would recommend to all of my associates." Juanita Swanson, Supervisory, Veterans Administration Health Resource Center - September 2012
"It was a great experience that provided many valuable takeaways for implementation or further conversation at my current job." Christy Casey, CSC Branch Chief, United States Coast Guard - September 2012
"It is rare for contact center managers to learn from a well versed instructor and share real life stories with others in the business." MaryAnn Novajosky, Call Center Manager, Securitas USA - September 2012
"This course has helped provide clarity on identifying the right actions for my business and how to develop action plans for continuous improvement." September 2012 Attendee
The curriculum was very in-depth and can be easily applied. The training was fun, simple and magical! WOW! Khristina Lazalde, Director Global Call Center Training & Quality, Herbalife - July 2012
"Knowing we are not alone and building relationships to enable us to reach out to each other. Changes peoples LIVES." Tina Spalding, Director, APAC Distributor Services, Herbalife - July 2012
"GREAT. Highly recommended and the small class size allowed for a great exchange of practices in play." Kai Martin, Vice President, The Pasha Group - August 2012
"This class environment was amazing. I walked out of the class with many new resources, who I look forward to working with. I enjoyed the collaborative learning." Jennifer Koepke, Global Contact Center Manager, Milestone Technology - August 2012
"I felt the class was excellent on all levels: content, instructor, participants to hospitality and environment." April Cook, American Health Connection - August 2012
"Dru Phelps was a GREAT instructor. She is very knowledgeable in all areas and listens to each person to get a better understanding." Tamica Emerson, Supervisor, VA Health Benefits
Great course! Program material was very thorough, well structured and highly informative. This workshop provided useful examples, proven best practices and training methods that should be implemented by any call center seeking to improve overall performance, agent and customer satisfaction." Gregory Head - January 2012
"Very Educational. We have a lot of action items to bring back! Even the most seasoned call center manager would be stimulated by content." January 2012 - Course Attendee
"This workshop definitely met my expectations. It helped me change my thought pattern about what tools we want to invest in, in terms of technology. I am now going to re-direct dollars in a different way after consulting about where the future is going now." Call Center Campus 2011 - Video Testimonial
"A lot of networking, very personal and small classroom size. The instructor allowed us to ask a lot of questions and see what other call center managers in our industry are doing. The training was great, very comfortable, very relaxed and very enjoyable." Call Center Campus 2011 - Video Testimonial
"The College of Call Center Excellence provided excellent content on a wide variety of Call Center topics that was extremely relevant and immediately applicable to my operation. The interaction with other call center professionals was an invaluable aspect of the learning environment. I came back to my job energized and with clear tools for making improvements to my center." Noel Allen, Director of Customer Service, Williamson-Dickie Mfg. Co.
"Once again thanks for an outstanding program, many new ideas to share with my colleagues." George Richardson, Wright Express
"I wanted to thank you for a great class last week. The class exceeded my expectations. I returned to work today feeling very motivated and armed with some new skills and knowledge to make a difference here at Forethought." Shelia Merkel, Manager, Client Services Forethought Financial
"The Call Center Manager Certification class was one of the most engaging classes I have had the privilege to attend. The facilitator for the class created an environment which allowed for an exchange of ideas mixed in with industry best practices. Even though I am an experienced Contact Center Manager, I was able to find value in the material and the class interaction. I would highly recommend this course!" Mark A. Brody, Assistant Manager, DPRV, TG
"I recently completed call center management certification in Altanta, GA earlier this month. The ideas and take aways I left with were great! Dru did an excellent job leading our class through our training sessions while also providing effective examples relating to the subject matter from her years of experience. I have already benefited from this certification and I will be staying in touch with my classmates too." Michael Jordan, Metro Credit Union
"The American Medical Association Unified Service Center management team participated in The College of Call Center Excellence Leadership Certification Program. The content was challenging, well organized, and relevant. The program inspired a cross-pollination of good ideas across a diverse group of call center managers." Gloria Gupta, Director Service, American Medical Association
"I would highly recommend the AT&T College of Call Center Excellence classes, even to people who have experience in call centers. They actually get more out of it - not only because of exchange of ideas, but because there's a good mix of people in the class." Joanna Terlecka-Bos, Operations Manager, M&I BankCard Services
"Since attending AT&T College of Call Center Excellence classes, we have implemented several key changes to improve our operations," Lopez says. In the scheduling area, Banco Santander now uses call center capacity software to justify headcount and schedule agents more efficiently. In addition, the company has developed a more appropriate set of metrics to set and track objectives. The four-day class is user-friendly, practical, and gives you the knowledge to be a leader in customer retention and market share. As for the critical area of satisfaction measurement and tracking, Lopez says, "New caller contact reporting methods have been devised that have justified all the changes made, and our call center data is now seen as valuable information related to customer satisfaction and loyalty." Rafael Lopez, Director of Customer Services for Banco Santander Puerto Rico
"The college's curriculum addresses a variety of topics, from effective capacity planning and forecasting call loads to resource management, recruiting, training and motivating and retaining a first-class team of agents. Many successful businesses recognize that call centers need to be managed as a strategic business tool that delivers competitive advantage. AT&T has enhanced and expanded the curriculum to explore and address current, real-world issues such as improving process measurements and re-engineering management." Dr Jon Anton, Purdue University
"AT&T College of Call Center Excellence classes were extremely well done and helpful. The material was presented well and was very useful and relevant. I look forward to attending future sessions." Stephanie Kennedy, Gage Marketing Group
"Quantum Corporation places a great deal of emphasis and importance on our most valued asset, our customers. To further increase our customer satisfaction and keep our Customer Service call center operation on the cutting edge, we are using the valuable concepts, technologies, tools and ideas that were presented in the AT&T College of Call Center Excellence program. I would recommend these courses to any person who is interested in improving his or her call center operations." Bruce Shadmehri, Technical and Business Support Manager, Quantum Corporation
"I have attended nine call center training classes. AT&T's College of Call Center Excellence program was by far the most useful training I have ever taken. It is run in a professional manner by people who have actually done the job. If you are looking for the best all around training for your contact center management team this is number one hands down." Comet Brower, Contact Center Manager, SafeHarbor.com
"Becoming a Call Center of Excellence can be a game changer for businesses. Fighting to keep customers in today’s economy is paramount to most companies and the Center of Excellence distinction has helped drive us to that end result. Going through this process yearly continues to challenge us to improve processes and service levels. The detailed process that BenchmarkPortal provides in comparing our data with a large peer group is unparalleled. At the end, you have a clear roadmap of what is working well and what needs focus and attention for improvement. Because of this, we have been able to develop plans each year to drive better results and better customer experiences. This, coupled with a knowledgeable staff, helps us to close the gaps and continue to achieve excellence in every area. Every call center out there should be doing this benchmarking process; we are proof that it works." Angela Ballantine, Director, Customer Care, ARAG GROUP