Certified Contact Center Interaction Quality For Evaluators (CCCIQE)
ENDED
Training by
ATCEN
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On-Site
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MYR 3,800.00
Details
For more info, visit us @ https://www.atcen.com
Certificate of Completion awarded by Western Kentucky University (USA)
In contact centers, this is the most effective method for improving agent skills, motivation levels and the overall level of service delivery within the operational calling floor. When interactions are monitored properly,
not only can it improve the customer experience, it can also improve overall contact Centre performance, reduce callbacks, focus training efforts, identify process improvement opportunities and facilitate employee development.
Therefore, a Contact Centre’s quality monitoring program is an essential component in ensuring the consistency of Customer Experience delivered to customers. Quality interactions help retain your customers and grow the
business.
This workshop delves into the necessary elements in understanding, designing, implementing and managing a quality management program to ensure consistent, high quality sales/service information accuracy, quality management
and great customer experience.
Outline
Introduction
•The Evolution of Customer Service to Customer Experience
•Differences Between Customer Experience, Customer Relationship Management (CRM)
and Customer Service
Module 1: The Role of Quality Monitoring in a Contact Center
•What is a Quality Monitoring Program?
•The Direct Impact of Quality of Interactions in Customer Experience Management
•Understanding the Concept of Quality Monitoring and the Distinct Customer Experience
•Balancing Quality, Cost and Customer Experience using Quality Monitoring
•The Benefits of the Quality Program
•Using the Quality Monitoring Program as a Performance Indicator
Module 2: Setting up a Quality Monitoring Program
•Designing and Developing a Quality Monitoring Program
•Defining the Quality Monitoring Program Vision Mission and Objectives
•Identifying Documentation Required in a Successful Quality Monitoring Program
•Developing the Quality Monitoring Scorecard
•The Logic Behind Scoring Methodologies
•Identifying the Best Methodology for your Organization
•Management Support and Considerations
Module 3: The Quality Monitoring Foundation
•Identifying the Right Analysts to Conduct Quality Monitoring
•Training Leaders, Facilitators and Quality Monitoring Teams
•Interaction Quality Monitoring Methodology for Call/Email/Web Chat to be Monitored
Module 4: Operational Elements of Quality Monitoring
•The Best Practice Approaches to Monitoring
•Identifying Agent’s Areas of Strengths and Development
•Creating Alignment and Identifying Correlation Factors of Quality Monitoring Scores
with Existing KPI’s
•Performance Managing Quality Monitoring Results
•Using Quality Monitoring Data as Performance Indicators
Module 5: The Importance of Calibration
•What is Calibration?
•Understanding the Objectives of Calibration
•Mapping the Call Calibration Process and Planning
•Meeting Management Skills for a Call Calibration Session
•Creating you Calibration Scorecard
Module 6: Performance Feedback Concepts
•What is Feedback and How It Works
•The Relationship and Differences Between Performance Monitoring and Feedback
•The Performance Management Principles in Interaction Quality Monitoring
Module 7: Key Interaction Quality Coaching Skills
•Principles & Qualities of an Effective Quality Coach
•The GROW Approach in Coaching and Tracking Performance
•Developing Communication Skills to Secure Buy-in
Module 8: Moving Forward
•Assessing the Readiness of Current Operations to Implement Quality Monitoring
Program
•Creating Your Personalized Implementation Plan
Speaker/s
Ken Ng
Ken serves as Principal Consultant for The ATCEN Group – the People Development expert. He is a Certified Professional Speaker, Certified Support Manager from Service Support Professionals Association of America, Certified Trainer from Western Kentucky University, USA and holds a BSc in Marketing and Organizational Communication. Ken has been in the forefront of the Asian sales and customer interaction management industry since the mid-90’s and is better known as the “Sifu” to his peers, colleagues, partners and customers.
Ken serves as Principal Consultant for The ATCEN Group – the People Development expert. He is a Certified Professional Speaker, Certified Support Manager from Service Support Professionals Association of America, Certified Trainer from Western Kentucky University, USA and holds a BSc in Marketing and Organizational Communication. Ken has been in the forefront of the Asian sales and customer interaction management industry since the mid-90’s and is better known as the “Sifu” to his peers, colleagues, partners and customers.
With more than 25 years of both strategic and operational service, sales and customer interaction experience, Ken is an author of numerous articles distributed internationally and has conducted in-depth research and studies
on service, sales, marketing, contact centers and the customer experience in Asia Pacific.
Dynamic and energetic, he is a much sought after speaker and has been involved in providing strategic directions for the Asian service, sales, marketing and customer contact management industry through summits, congresses, conferences and knowledge sharing
tradeshows. He is nominated by the Customer Relationship Management & Contact Centre Association of Malaysia (CRM & CCAM) as one of the notable judges in the highly recognized CRM & CCAM Annual Awards in the individual and operations categories since 2005.
His expertise has led to consulting and performance enhancement engagements regionally with Multi-national Companies, Large Local Conglomerates and Government Linked Companies, where he focuses on the mission critical aspects
of Contact Centre service, sales, marketing and customer interaction Strategic Sales and Service Blueprint design, Turnkey Contact Centre projects, Human Capital Recruitment & Development, Service, Sales & Marketing Framework, People Motivation & Teamwork,
Business Development, Key Account Servicing, Business Process Rejuvenation, Performance Management implementation and Contact Center Management.
Ken first became involved with contact
centres and customer interaction in the mid-80’s while he was still in America. Since then, he has held a variety of leadership, management and operational roles in service, sales, marketing and collections for major service and sales operations.
Ken is also a pioneer/owner of the first premier cyber cafe chain in Malaysia and has held key positions in many organizations such as Senior Consultant with the largest Business Process Outsourcing organization in Asia, Head of Technical Support for
the Nokia Care Line responsible for supporting the South East Asia and Asia Pacific region, Contact Centre and Marketing Consultant for Microsoft Malaysia to Sales and Marketing Strategist for the Kirby Company, USA and many more.
Special Offer
Early Bird Discount for 3 pax – RM9,500
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ATCEN aspires to be Asia’s People and Capacity Development Partner. We believe all individuals can contribute to the betterment of self, the organization and the community. Having played an active role in developing high performance in the human capital of large, medium and small organizations in the Asia Pacific Region, we continue to strive to deliver measurable change in our services.
Established since 2003, we have garnered extensive experience in delivering business training, business events and capacity building engagements for professionals and businesses worldwide.
In our customers’ eyes, ATCEN represents Accountable, Partnering, Integrity and Customer Centric. The ATCEN Team delivers exceptional quality services by empowering our people to fulfil our purpose and mission to develop people and build sustainable capabilities in organizations.
ATCEN’s Affiliations and Partners:
- Pembangunan Sumber Manusia Berhad (PSMB/ HRDF): ATCEN is a Class “A” training provider for PSMB (HRDF) and a 5 Star Rated Training Provider.
- Ministry of Finance: Registered for training, course/seminar and education management.
- Western Kentucky University (WKU, USA): ATCEN is a WKU Asia partner, offering their certification programs for the Asian community. ...
