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The SOURCE for Contact Centers

The College of Call Center Excellence

Call Center On-Site Training

The College of Call Center Excellence on-site classes are a cost-effective way to maximize your training budget dollars. On-site training saves on employee travel cost, minimizes time away from work, and provides training by leading instructors in the industry.

For call centers looking to invest in enhancing their team’s skills and insights on a wide range of subjects, there is no better program than The College of Call Center Excellence. Courses are designed to let you customize the learning experience by focusing on specific areas of interest. All courses cover the key challenges you need to address in order to successfully elevate your contact center to new levels of excellence.

The primary advantage of the BenchmarkPortal On-Site Call Center Training over conventional training methods is that the team learns by doing - in your center, using your data, using you center management tools and managing your resources. Newly learned skills are presented on your site and put into practice immediately, assuming the operations team has a satisfactory understanding of the material covered and can apply it in your center. The program is designed to focus on improving the skills needed to add value to job performance and exceed customer expectations. The class size is controlled to maximize the personal experience and impact. Classes are small enough for one-on-one interaction with the instructors, yet large enough to share experiences and encourage peer learning.

Call Center Management Certification On-Site Training

Call Center Management Certification

The On-Site Call Center College for managers and directors will focus on understanding how the business operations and the technology of the Call Center environment interrelate. These courses will equip you with the skill set necessary to improve your call center's performance. Drive effective change for your contact center using best practice methods validated by the nation's premier call center institute: The Center for Customer-Driven Quality.

One of the main things that separates our call center management training from others is that we use benchmarking to prove our best practices and training. BenchmarkPortal has the world’s largest database of call center metrics and all of our students participate in our call center benchmarking survey as part of this course. This complimentary call center benchmarking report and Web-ex style presentation of your benchmarking results provides your company with a snap shot of the call center vs industry peers. No other call center course can offer this type of information.

Our Call Center Management Certification course is composed of ten information-rich modules that include learning activity "case studies" that focus on practical problem solving and current call center best practices. The curriculum, which was originally developed by Dr. Jon Anton of Purdue University, has been expanded and updated by Bruce Belfiore, Dean of the College; Dayne Petersen, Lead Instructor; and their staff of industry experts. Typically participants include Call Center Managers, Directors and Vice Presidents. These courses will help you better manage your call center and strengthen relationships with other departments (for example: Marketing, MIS and telecommunications).

Course Agenda:

  • Organizational Leadership
  • Human Resources
  • Quality Monitoring and Coaching
  • Customer Satisfaction
  • The Basics of Call Center Workforce Management
  • Call Center IT Management
  • Knowledge Management
  • Caller Self-Service
  • Analytics and Reporting
  • Benchmarking

View Course Outline

Course Includes:

  • 3- Day Training
  • Conference call with the Client to discuss and customize training to their needs
  • Course materials, examinations, and certificates for the course    

Price: Please call for pricing details

To begin please call our sales department at 1-800-214-8929 Ext.1

Call Center Team Leader/Supervisor On- Site Training

The tipping point in Contact Centers success is the supervisor/team leader. Without effective agent performance assessment, feedback and coaching, the team does not move forward. Too often, team leaders do not feel comfortable giving direct, constructive feedback and as a result, when they do give feedback it is not always clear, actionable and accepted by the agent.

Revolutionizing Contact Center Capabilities

The overall approach is to address core competencies and skill sets in a comprehensive manner. BenchmarkPortal training treats Contact Center team leaders as critical and highly valued resources with the intent of continuing to strengthen leadership abilities. This helps you enhance your overall value to the business. Results: better-trained professionals with improved abilities to solve problems and manage change.

Effective communication is the foundation of success. Our communication, negotiation and team building modules are designed to build the skills that turn former agents into leaders and good supervisors into great supervisors.

The course includes all the important skills and behaviors necessary to successful team leader and agent development. All critical learning points are reinforced with activities, case studies and role plays. We believe that while understanding concepts is important, being able to apply them is essential, so we use extensive role plays to ensure skill acquisition. We encourage participants to bring their most challenging agent issues to the class to use as role plays. Class size allows one-on-one interaction with the instructors and enables your team to share experience and build teamwork with colleagues. This course will strengthen your supervisors’ overall skills and empower them with new techniques that will improve all aspects of your Contact Center performance.

Course Agenda:

  • Leadership
  • Time Management
  • Communication Skills
  • Meeting Tips
  • Development Process
  • Goal Setting
  • Negotiation Skills
  • Providing Feedback
  • Improvement Plan
  • Coaching
  • Team Building

View Course Outline

Course Includes:

  • 2- Day Training
  • Conference call with the Client to discuss and customize training to their needs
  • Course materials, examinations, and certificates for the course    

Price: Please call for pricing details

To begin please call our sales department at 1-800-214-8929 Ext. 1


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"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."