Nearshore Americas

RCCSP Announces Training for Call Centers Pros Throughout CALA

Nina Kawalek, President and CEO of the Resource Center for Customer Service Professionals (RCCSP), has just announced the schedule for training throughout the Caribbean and Latin American (CALA) region.  We talk a lot about investing in human capital in the nearshore BPO industry and there is probably nothing more tangible than investing in your own teams through these top-notch programs.

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New to the program this year is Guatemala. Invest in Guatemala will host these sessions in Guatemala City. (For a detailed look at the Supervisor Series in Guatemala click here.)
This one-of-a kind initiative, which began in 2006 and has trained and certified over 100 CALA contact center professionals since then, is delivered locally via the RCCSP Professional Education Alliance. The Alliance is the sole source of nearshore training courses for industry-recognized U.S. call center management certifications. It partners with colleges, governments, and businesses that host the sessions; these organizations comprise the RCCSP Channel Network.
Call Center Manager Certification (CCMC)
The Call Center Manager Training and Certification program (for complete details click here) is delivered in a live instructor-led format, with simultaneous Spanish interpretation in some locations. To date, management professionals from the Dominican Republic, Jamaica, Nicaragua, Peru, Puerto Rico, and Trinidad & Tobago have earned coveted U.S. credentials for themselves and their call centers. The 2009 schedule expands further into the region, offering the CCMC in seven CALA cities.
July 6-8, 2009 – Guatemala City, Guatemala
August 3-5, 2009 – San Juan, Puerto Rico
September 9-11, 2009 –Montego, Bay, Jamaica
October 19-21, 2009 – Santo Domingo, Dominican Republic
November 9-11, 2009 –Panama City, Panama
November 30-December 2, 2009 – Port-of-Spain, Trinidad & Tobago
January 18-20, 2010 – Nassau, Bahamas

Call Center Supervision, Quality Assurance, and Workforce Management

RCCSP offers classes simultaneously across a network of hosting locations in the region, amortizing the costs across a larger number of attendees, and bringing down the costs of U.S. professional education. Training and certification courses on supervision, quality assurance and workforce management techniques will each be offered in three separate series of two-hour weekly courses beginning on May 28, 2009.
Participants can attend facilitated classroom sessions at in-country RCCSP Channel Network locations such as industry associations, universities and those governmental offices encouraging growing call center outsourcing industries. Private companies and corporate universities can be hosting locations as well. A call center’s entire supervisory team in one internal training room can tune-in via a Internet connection at one low cost.
Each training series includes all instruction, materials, and the US certification exams. The 2009 certification series session schedules are:
Call Center Supervisor Certification, 10-Part Series, May 28 – August 13, 2009
Call Center Quality Assurance Certification, 5-Part Series, August 27 –October 15, 2009
Call Center Workforce Management Certification, 5-part Series, October 22- December 10, 2009

Two new accelerated learning courses will make a seven-city tour through the region.
Fundamentals of Call Center Performance Metrics
Fundamentals of Call Center Performance Metrics introduces call center professionals to the myriad of metrics, analyses, and reporting techniques call center managers use to track and drive continuous performance improvement. During this 1-day accelerated training course, over thirty different call center metrics will be defined, explained, and differentiated, with special emphasis on the top six call center Key Performance Indicators or KPIs.
July 21, 2009 – Montego Bay, Jamaica
August 11, 2009 – Panama City, Panama
August 25, 2009 – Santo Domingo, Dominican Republic
September 29, 2009 – Port-of-Spain, Trinidad & Tobago
October 2, 2009 – Nassau, Bahamas
October 27, 2009 – Guatemala City, Guatemala
December 15, 2009 –San Juan, Puerto Rico

Fundamentals of Quality Management
Fundamentals of Quality Management is a 1-day accelerated learning program that introduces attendees to concepts critical to continuous quality improvement. Participants will learn how to align the call center’s quality objectives with customer expectations, and how to create satisfaction-driven monitoring tools. This course focuses on quality improvement processes. Attendees will learn how to execute a quality monitoring program, design constructive and effective coaching and feedback processes, select appropriate quality correction and improvement methods, and coordinate the quality management team.
July 20, 2009 –Montego Bay, Jamaica
August 10, 2009 – Panama City, Panama
August 24, 2009 – Santo Domingo, Dominican Republic
September 28, 2009 – Port-of-Spain, Trinidad & Tobago
October 1, 2009 – Nassau, Bahamas
October 26, 2009 – Guatemala City, Guatemala
December 14, 2009 –San Juan, Puerto Rico

“The Resource Center has offered comprehensive training programs that prepare candidates for call center management certifications for years in cities around the USA,” says  Kawalek. “With the support of universities, private industry, and governments, the RCCSP Professional Education Alliance has been able to bring U.S. best practices to the CALA region’s call centers, making these nearshore locations and centers more attractive to U.S. investors and outsourcing services buyers.”

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