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INDCERT - Certified Contact Centre Quality Assurance Manager (CCCQAM)

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MYR 4,000.00

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Certificate of Completion awarded by Western Kentucky University (USA).

Setting up and managing a robust yet agile Quality Assurance and Monitoring Program is one of the most essential components of a successful Contact Centre. It helps put to rest the long-standing battle over volume versus quality. An inevitable operational challenge when dealing with large numbers of interactions. In a Contact Centre environment, it is almost impossible to strike a balance between achievements of quality of every interaction and still manage the high turnover of interactions.

This enlightening certification program will assist Quality Assurance Managers to get a grasp of aligning business goals to operational ones and at the same time establish a respectable level of Customer Experience delivery levels. The Certified Contact Centre Quality Assurance Manager program introduces to the QA Manager to the concepts of quality management and more importantly the logic behind creating a sustainable quality program.

This certification equips the manager with the knowledge and skills to set up, implement and manage the quality assurance processes and program and its impact on the overall performance of the Contact Centre. This will enable them to maximize the benefits of the quality program to increase efficiency and customer satisfaction.

Outline

Module 1: Strategic Quality Assurance and Monitoring in a Contact Center

•The Direct impact of Quality of interactions in Customer Experience Management

•Balancing Quality, Cost and Customer Experience using Quality Monitoring

•The Strategic Benefits of The Quality Program

•Using the Quality Monitoring Program as a performance indicator

Module 2: Quality Assurance and Monitoring Program Foundations

•Identifying Quality Assurance/ Monitoring Program Objectives

•Alignment of Quality Assurance Program to Contact Centre Objectives

•QA Program Vision, Mission, Values

•QA Program Guidelines

Module 3: 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

•Understanding Scoring Methodologies – Critical/Non-critical, Overall Average and Foundation and Finesse

•Identifying the Most Suitable Methodology for Your QA Program

•Management Support and Considerations

Module 4: Operational Elements of Quality Monitoring

•Sample Selection Methodology to Ensure a Valid Sample of Interactions are Monitored

•Understanding Statistical Confidence Levels in Selection of Incident Sample Sizes

•Efficient Time Management in QA Monitoring Completion

Module 5: Quality Assurance/ Monitoring Analysts Management

•Identifying the Right Analysts to Conduct Quality Monitoring

•Training Leader, Facilitators and Quality Monitoring Team

•Identifying and Selection Methodology of Call/Email/Web Chat to be Monitored

•Managing Analyst KPIs Objectively – Qualitative and Quantitative Aspects

Module 6: 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 Your Calibration Scorecard

Module 7: Moving Forward

•Assessing the Readiness of Current Operations to Implement Quality Monitoring Program

•Creating Your Personalized Implementation Plan

Speaker/s

1) Ken Ng serves as CEO and Senior Managing 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 Centres 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 Centre 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.

2) Jeremy Lee serves as CFO and Principal Consultant of ATCEN Sdn Bhd, and Group CFO for the ATCEN Group. ATCEN Group has business in Academic Education (PORTMAN College) and Corporate Training (ATCEN). He has been in the Corporate Training industry for over 16 years.

He is a Chartered Management Accountant (ACMA), Certified Accountant in Malaysia (MIA), Chartered Global Management Accountant (CGMA) and holds a MSc. in Engineering Business Management from Warwick University. He is currently pursuing his PhD in University Malaya. He is a Certified Personal Profiler and Human Job Analysis (Thomas International), Certified Trainer (PSMB) and Certified Master Trainer with Western Kentucky University. He is a Professional Speaker with the Malaysian Association of Professional Speakers (MAPS).

With more than 20 years of strategic and operational management experience, he has worked and been involved in numerous industries. He has conducted and facilitated thousands of individuals in the areas of Strategic Review, performance management, leadership skills, sales, negotiation skills, sales and service and communication skills. He has facilitated workshops in the region and is able to handle people from different backgrounds and management levels.

Over the years, Jeremy has been involved in numerous business. He has lead/ started and closed businesses was involved in mergers, acquisition, daily operations and disposals. He has held a variety of leadership and project management roles in various organizations prior to ATCEN. He was the Senior Consultant with the largest Business Process Outsourcing organization in Asia, Head of Knowledge and Learning Management Division of a listed company, Special Project Manager for a Resort Group, Operation Head in a Resort in UK, Project Team Leader in a Technology startup firm with and also an Internal and External Auditor. He has also operated a Restaurant previously, a recruitment organization and also oversaw the operations of a 30 year old Association.

Additionally, he has collaborated with Accenture on a multi-million-Ringgit e-commerce project in the loyalty program industry. There, he gained the prestigious MSC status for the organization, played a pivotal role in the areas of strategic and operational planning, organizational structure, organizational change and the management of the project. He was also the project manager for the first ISO 9002:1994 certification for a vacation ownership company, worldwide.

Some of the companies he has worked with includes Alliance Bank, AIA, AMEX, AmBank, Axiata, Bacfree, Bank Islam, Bank Rakyat, Bank of Tokyo, Bank of China, Bank Negara, BD Agriculture BMW (M), BP, Celcom, Cerebos Asia Pacific, Comex Genesys, CNI, CIMB Bank, CMA-CGM, Danone Dumex, Dell, DHL Express, DHL IT, DiGi, e-Genting, EasyCall, EON, EPIC, ExxonMobil, Fibertex, Fuji Xerox, Great Eastern, EPIC-I, General Electric, Etiqa, Hitachi, Heitech-Padu, Hong Leong Bank, HP, IBM, IJM Properties, IOI Corp, Iraq South Oil, Inti University, KWSP, KWAP, Kenanga Investment Bank, Kings Confectionery, LaFarge Cement, Maybank, Mayban Assurance, MAA, MBF Cards, Merck, Mesiniaga, MLRe, MSIG, MYOB, Nike, Nokia, OCBC Bank, Petronas, Perodua, Philips, Proton, Polyplastic, PSDC, RHB Insurance, RHB Bank, Sapura Crest, Scomi, Siemens, Shell Trading, Shell SITI, SME Bank, SMECorp, SP Setia, SRG, Standard Chartered Bank, Spices and Seasoning, Sony Malaysia, Sony (PG), STAR Publications, Stemlife, Sunway Hospital, SWIFT, Taylors University, Telekom Malaysia, Telekom Sales and Service, TIME, TMTouch, TM Net, Tenaga Nasional Berhad, Tokio Marine, Toyota Autobody, TNT Express, UMW Toyota, UOB Bank, UMobile, Vsource, ZTE etc.

Special Offer

This training is funded by HRDF under HRDF Industry Certification Scheme (INDCERT) subject to Approval / Terms and Conditions

1) *50% of Course Fee; maximum RM5,000 per head for HRDF Registered companies (remaining 50% will be taken from the organizations levy).

2) Up to 5 pax per organization/ registered entity.

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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. ...

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