certified call center manager (cccm) - Asia Pacific Customer Service

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CERTIFIED CALL CENTER MANAGER (CCCM) Overview & Objective

Course Outline

This two-day course will cover the basic and advanced topics in

A Strategic Partner To The Business

Call Center Management that enable the participants to increase



Contribution of The Call Center

their awareness and knowledge of the latest development of Call



Customer Contact Matrix

Center in terms of technology as well as management concept.



Developing A World-Class Call Center Framework

Call Center Managers will also learn how to develop appropriate



Supply – Demand Ratio for Services

plans to integrate the Call Center within the organization and bring new insights, set visions and lead Call Center teams. Whether implementing a new Call Center or rejuvenating an existing one, participants will be prepared for the challenges. This two-day course addresses the importance of managing the Call Center outputs and exceeding customer expectations by elevating customer care and professionalism at the Call Center.

Customer Relationship Management (CRM) •

CRM Stages for Analytics



Measuring Customer Success



CRM Implementation Foundation



Loyalty Marketing

Managing A Business Unit •

Factors for Provision of a Good Call Center



Interdepartmental Linkage & Effective Communication



Leadership Behaviours

Lots of Peer-to-Peer consulting opportunities and exercises



Competencies of a Call Center Manager

allowing participants immediately apply the contents that they



Building a Successful Team

Course Discussions and Exercise

have learnt in class. In-class activities are designed to accommodate a broad range of Call Center environments. Certification Procedures

Managing Customer Satisfaction •

Customer Satisfaction & Loyalty



Linking Satisfaction to Business Results



Customer Satisfaction Survey

To achieve the Call Center Manager Certification, participants should attend the two-day course, complete the written exam and

Managing Technology

submit a project paper. Each participant has 6 weeks from the



Today s Call Center Technology

course date to complete the written certification exam.

The



Getting Through To Your Call Center

written exam takes approximately 1hour. All exams are on pass /



Processing Customer Requirements & Data

fail basis. If necessary, a Call Center Certified Instructor will



Knowledge Management

review your exam and project with you and help you plan for



Linkages of Contact Functions

success.



Disaster Recovery Plan

Who Should Attend

Managing People •

Recruitment, Retention, Release

Suitable for all levels of staff from Directors to Professionals



Rewards & Recognition

involved with CRM, Call Centers/Customer Services, Sales and



People Development

Marketing. Prior knowledge of Call Center is an advantage but not essential.

© 2003 Hong Kong Customer Service Consortium

Planning Customer Satisfaction Research on Call Center •

Internal Planning



Determination of Performance Attributes



Benchmarking

TRAINING SCHEDULE & REGISTRATION FORM ASIA PACIFIC CLASSES Certified Call Center Manager (HK$8,800 / US$1,200) Date

Country

Certified Call Center Professional (HK$5,800 / US$750)

Course Code

Date

Country

Course Code

April 3-4, 2003

Shanghai, China

CM3044SH

May 20-21, 2003

Hong Kong, China

CP3051HK

July 10-11, 2003

Hong Kong, China

CM3075HK

August 28-29, 2003

Taipei, Taiwan

CP3082TW

September 25-26

Taipei, Taiwan

CM3077TW

October 23-24, 2003

Kuala Lumpur, Malaysia

CP3103MA

October 21-22, 2003

Kuala Lumpur, Malaysia

CM3076MA

November 11-12, 2003

Singapore

CP3114SG

November 25-26, 2003

Hong Kong, China

CP3112HK

Certified Help Desk Manager (HK$9,800 / US$1,300) Date

Country

Certified Help Desk Professional (HK$6,800 / US$875)

Course Code

Date

Country

Course Code

July 08-09, 2003

Hong Kong, China

HM3075HK

August 21-22, 2003

Hong Kong, China

HP3083HK

July 22-23, 2003

Kuala Lumpur, Malaysia

HM3076MA

October 21-22, 2003

Kuala Lumpur, Malaysia

HP3104MA

November 27-28, 2003

Hong Kong, China

HP3115HK

Certified Customer Relationship Management (CRM) Director (HK$18,000 / US$2,320) Date

Country

July 3-4, 2003

Certified Field Support Technician (HK$6,800 / US$875)

Course Code

Hong Kong, China

CRM304HK

Date

Country

Course Code

August 19-20, 2003

Hong Kong, China

FST3021HK

September 16-17, 2003

Hong Kong, China

FST3051HK

Effective Telemarketing & Objection Handling

Complaints Handling & Stress Management

(HK$3,000 / US$385 – With Certification Process) (HK$2,500 / US$321 – Without Certification Process)

(HK$3,000 / US$385 – With Certification Process) (HK$2,500 / US$321 – Without Certification Process)

Date

Country

Course Code

Date

Country

Course Code

May 20, 2003

Hong Kong, China

TM3051HK

May 21, 2003

Hong Kong, China

SC3051HK

November 25, 2003

Hong Kong, China

TM3112HK

November 26, 2003

Hong Kong, China

SC3112HK

Certified Knowledge Management (HK$9,800 / US$1,300)

Customer Satisfaction Survey and Management

(HK$20,000 / US$2,570 per company with max of 2 delegates) Date

Country

August 14-15, 2003

Course Code

Hong Kong, China

CSM308HK

Date October 16-17, 2003

Country Hong Kong, China

Course Code CKM310HK

Certified Call Center Analyst (HK$7,800 / US$1,050) Date July 17-18, 2003

Country Hong Kong, China

Course Code CCA318HK

Please check www.hkcsc.com for any updates or changes to the schedule For enquiry, please call +852 2174 1428 or email to [email protected]

© 2003 Hong Kong Customer Service Consortium

TRAINING SCHEDULE & REGISTRATION FORM Application Form Company Details Company Name Address State Postal / Zip Code Country Company Website Membership Level

* Non Member / Individual Member / Associate Member / Professional Member / Corporate Member / Regional Corporate Member / Regional Charter Member * Please delete as appropriate

Contact Person Details Name Job Title Department Tel Fax Email Participants Details 1st Participant

2nd Participant

3rd Participant

Full Name Sex Job Title Telephone Fax Email Course Code Payment Method Cheque:

Please make a crossed cheque payable to “Hong Kong Customer Service Consortium Ltd” and send to 9/F, Surson Commercial Building, 140-141 Austin Road, TST, HK

Terms & Condition 1. 2.

3.

Application form should be faxed to +852 2174 1438. All fees must be fully paid 14 days before commencement of a program. A 50% refund will be given if a cancellation request in writing is received 14 working days before commencement of a program. Cancellation less than 14 working days will not be refunded but a substitute will be accepted.

Contact TEL: +852 2174 1428

FAX: +852 2174 1438

EMAIL: [email protected]

Co. Chop and Signature____________________________________

For Official Use Only Received on:

Payment on:

© 2003 Hong Kong Customer Service Consortium

WEBSITE: http://www.hkcsc.com

Date___________________________

Cheque no.

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certified call center manager (cccm) - Asia Pacific Customer Service

CERTIFIED CALL CENTER MANAGER (CCCM) Overview & Objective Course Outline This two-day course will cover the basic and advanced topics in A Strategi...

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