The Call Center School serves as the QATC education partner, and brings its members a wide variety of educational programs relating to quality assurance and training. Check out our Educational Events listing to see upcoming educational programs.
A variety of educational programs using a wide mix of delivery mechanisms is available. For those of you that want to get away from the interruptions and "busyness" of the office environment in order to devote your full attention to the learning experience, there will be several traditional "classroom" courses from which to choose. But we realize not everyone can leave the office and attend classroom seminars, so we've also included a comprehensive curriculum of web seminars in our offerings, enabling you to learn from the comfort of your own office. And there are e-learning programs available too, for those that prefer to learn at their own pace.
Education Offerings
As one of the benefits of QATC membership, you will receive a free web seminar from The Call Center School – a $300 value. If you join before March 30, 2008 as a Charter Member of QATC, you’ll be able to choose an additional web seminar: either the popular Power of One seminar for frontline staff or Blueprint for Call Center Success, a seminar designed to help you construct a comprehensive development program for everyone in your call center.
An unlimited number of people from your site may attend each web seminar via a single web/audio connection, so bring your whole team!
The Power of One: Maximizing Service and Customer Relationships
Each individual on the frontline can make a tremendous difference in a customer’s experience with our organization, ultimately resulting in customer satisfaction and retention, increased market share, and positive impact on the bottom line. In this session you will learn to identify opportunities to make a difference and quantify the impact any given transaction might have. In addition to the actual customer transaction, every person in the call center also contributes in a significant way to the speed of answer, staff productivity, and operational costs. In this session, you’ll also learn the impact that just one person can have on service, as well as the workload impact on the other members of the team.
Seminar attendees will learn to:
- Identify the impact each individual can have on customer satisfaction.
- Calculate the long-term value of a customer interaction.
- Identify opportunities where added effort can make the biggest difference.
- Quantify the speed of answer implications of missing staff.
- Quantify the workload and occupancy implications of plus/minus one person.
Available Dates: January 31, May 1, September 4
Blueprint for Call Center Success: Charting a Course for Personnel Development
New products to learn… Writing skills to develop…Customer service skills to acquire. Does your current staff have the necessary set of skills and knowledge they need? Has your training plan been updated to cover all the new skills needed to be successful in today’s competitive, multi-channel contact center environment? What plans do you have for ongoing assessment of performance gaps and needed training? How will you provide career growth and development? This session will discuss how to build a call center personnel development program, ranging from new employee orientation to ongoing training, to long-term career development and planning.
Seminar attendees will learn to:
- Outline the step-by-step process of performing a training needs analysis.
- Identify areas to evaluate to determine if current training meets your call center and business needs.
- Outline initial training components versus ongoing training and education requirements.
- Describe ways to provide a variety of career opportunities within the call center.
- Identify ways to incorporate adult learning principles into your training and development program.
Available Dates: February 15, June 26, October 30
