Certified Contact Center Professional (CCCP)
ENDED
Certification by
ATCEN
Inquire Now
On-Site
/ Certification
MYR 2,800.00
Details
For more info, visit us @ https://atcen.com/certification-programmes/
Certificate of Completion awarded by Western Kentucky University (USA).
This certification programme is part of the ATCEN Customer Experience Management series that certifies customer contact professionals on the essential soft-skills elements associated with superior telephony sales and
service management. The programme consists of modules that teach participants essential skills such as Customer Experience, Contact Center operational basics, communication, call management, call courtesy, call accuracy, professional customer interaction
principles and concepts. This programme certifies that the participant has the relevant skill sets to a deliver stellar interaction to customers.
It also enables participants to have a holistic view on how their role plays an important part in Customer Experience Management.
Workshop Learning Objectives
•Understand the need to exceed customer delight;
•Appreciate what it takes to be a successful Contact
Center Professional in current environment;
•Create lasting impressions with the Customers;
Understand the importance of call and service managementWorkshop Learning Outcome
After attending this program, the participants will be able to:-
•Understand how a Contact Center operates
•Communicate effectively to your customers
•Answer customer queries in a structured manner according to the inbound and outbound call flow
•Manage difficult customers
Outline
INTRODUCTION
•The Evolution of Customer Service to Customer Experience
•Differences Between Customer Experience, Customer Relationship Management (CRM) and Customer Service
Module 1: Introduction to Today’s World Class Contact Center
•Understanding the Role and Benefits of the Contact
Center
•Delivering Exceptional Call and Service Management – Passion to Exceed Customer Delight” - Why is it important?
•Creating the 4 Levels of Service to ‘Wow’ the Customer
•Understanding The Customer Journey and how it fits into Customer Experience Management
Module 2: Contact Center Professional’s Competency
•The Contact Center Professional
Behavioral Anchors
•Developing Confidence and Rapport Building Skills
•Deciphering What the Customer Wants Implicitly and Explicitly
•Essential Contact Center
Mindset – KPIs and Contact Center Metrics
•Inbound Call Patterns and It’s Relation to the Contact
Center Professional
Module 3: Clear Communication Always
•Exceptional Communication to Create First and Lasting Impression
•Understanding the Communication Model and Process
•Developing Superior Listening and Questioning Skills
•Did You Get That? – What the Customer Wants You to Know
Module 4: The Inbound Telephone Call Structure
•The Call Opening, Hold and Transfer
•Understanding Customer’s Challenge & Needs
•Accuracy and Clarity in providing solutions
•How to Provide Effective First Contact Resolution (FCR)
•The Call Closing & After Call Activity
Module 5: Managing Difficult Customers
•Understanding What Causes Conflict and the Stages of Conflict
•The 6 Different Types of Customers
•Dealing with Difficult Customers – The LEARN Approach
•Practicing Transparency with Customers
Module 6: Moving Forward
•Continuous Development of the Knowledge, Skills, Attitude, Habit (KSAH) of an Effective Contact
Center Professionals
•Individual Development Plan
Speaker/s
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 Center 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 Center service, sales, marketing and customer interaction Strategic Sales and Service Blueprint design, Turnkey Contact Center 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 Centers 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 Center 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 – RM6,500
Reviews
Be the first to write a review about this course.
Write a Review
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. ...
