Certified Contact Center Professional (CCCP)
Details
Certificate of Completion awarded by Western Kentucky University (USA)
As Contact Center operations increases in complexity, the roles and responsibility of Contact Center Professionals has changed drastically. Today, it has become a necessity for most Contact Center Professionals to not only serve the customer but also to up-sell and cross-sell to them.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 management
Workshop Learning Outcome
- 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 and leads the training team for The ATCEN Group - a leading regional service provider of people and organizational development consulting, human performance, education and events organising. He is a Certified Professional Speaker, Certified Support Manager from Service Support Professional Association of America, a Certified Master Trainer from Western Kentucky University, USA and holds a BSc. in Marketing and Organizational Communication. Ken has been in the forefront of the Asian leadership and people development industry since the late-80’s and is many a time better known as the “Sifu” to his peers, colleagues, partners and customers.
Ken’s professional experience have led him to numerous positions in consulting and people development engagements at Multi-national Companies, Large Local Conglomerates and Government Link Companies regionally; he works extensively with Middle and Senior Management both in Asia Pacific and the United States. It is with this exposure, he has developed and applied his skills as a visionary public speaker, sincere trainer and strategist to the benefit of his companies, clients, and community.
An entrepreneur and founder of service oriented organizations in Malaysia he has held key positions in many organizations such as CEO of Training Touch, CEO of Leadership Asia, Senior Consultant with the largest Business Process Outsourcing organization in Asia, Head of Technical Support for the Nokia Care Line responsible for supporting of the South East Asia and Asia Pacific region, consultant for Microsoft Malaysia’s MSN website to Marketing Strategist for the Kirby Company, USA and many more.
With more than 25 years of both platform speaking and training experience, Ken is a much sought after speaker and has been highly involved in providing strategic directions for the Asian customer contact management industry through summits, congresses, conferences and knowledge sharing tradeshows. His experience in delivering engaging and captivating talks and speeches has inspired thousands.
A large amount of his time currently involves coaching individuals of senior level management to polish and develop their individual speech and speaking styles to persuade, influence and inspire audiences in business situations. He is constantly engaged to develop ‘C’ level executives and senior management teams on enhancing confidence and control in their public speaking delivery.
Special Offer
Early Bird Discount for 3 pax – RM7,000
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. ...
