BenchmarkPortal Announces their Contact Center Quality Assurance Certification Training Schedule for 2012

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Build a Best-in-Class Customer Service Center with Quality Assurance Monitoring Training. The quality assurance workshop provides participants with an understanding of the elements that are crucial in building a well-planned program that meets the strategic needs of the organization. Those goals and/or needs may be orientated toward Cost, Service, Sales or Marketing. This year BenchmarkPortal is offering this course with more in-person locations and new live online workshops.

Call Center Quality Assurance Certification

Call Center Quality Assurance Certification

We are very pleased with the training based on the feedback from Leanne regarding the first 2 sessions she had last week. We are expecting that she will have a lot of learning which she can apply to her projects as the QA Supervisor of our team.

BenchmarkPortal is announcing their 2012 quality assurance training for the contact center industry. The new schedule includes more in-person locations and new live online workshops. This workshop covers strategy, company culture, behaviors, assessment forms, service, compliance, call monitoring process, evaluation frequency, coaching, feedback, time management, recognition, technology and more.

Participants will gain an understanding of the specific requirements necessary to build a "best- in-class" quality monitoring and assessment process. They will learn how to build the monitoring and quality assessment program to meet the needs of the enterprise, the center, the agents and the callers. Participants will identify those agent behaviors that provide an excellent customer experience, i.e., reduce the customer effort to solve their problem, answer their question and drive loyalty. From this knowledge comes the development of the assessment processes, form for assessment and the scoring metrics that will measure the result.

Participants will learn the issues of calibration of the assessment and scoring processes, and how to deliver appropriate recognition and reward for the stakeholders of the process. This workshop will provide real- life example and exercises using strategic imperatives to assess the current program, make adjustments or develop an entirely new program that meets the needs of all stakeholders.

Small class size allows for one-on-one interaction with the instructors, as well as networking opportunities with colleagues and industry peers. Participants also leave with “take aways” that are meant to enable them to make a real difference in their centers.

Participants in these workshops typically include Call Center Managers, Supervisors, Directors and Vice Presidents. The courses are designed to enable these leaders to better manage their call centers and strengthen relationships with other departments. Every attendee receives complete course documentation and a comprehensive workbook.

All BenchmarkPortal call center training courses include access to a complimentary Benchmarking Report and web-ex style presentation of the individual’s benchmarking results with their College instructor. Managers report that they really appreciate the combination of interactive classroom work along with personalized focus on individual needs and challenges. This approach is considered to be unique to BenchmarkPortal's College of Call Center Excellence training.

True quality call centers exist as a result of quality training. BenchmarkPortal helps your employees get the training they need, so that your call center will perform at the levels you and your superiors expect.

"We are very pleased with the training based on the feedback from Leanne regarding the first 2 sessions she had last week. We are expecting that she will have a lot of learning which she can apply to her projects as the QA Supervisor of our team," said Lorena C. Biclar, Assistant, Manager-Customer Service, Power Transmission Solutions, Emerson Industrial Automation

View the Calendar here for Call Center Quality Assurance Certification Training >>

  • Indianapolis, IN - Feb. 21-22, 2012
  • Live Online - Mar. 7-9, 2012
  • Live Online - June 6-8, 2012
  • Live Online - Sept. 5-7, 2012
  • Call Center Campus, Las Vegas, NV, Nov. 5-9, 2012

About BenchmarkPortal
BenchmarkPortal is the leader in Call Center Benchmarking, Call Center Certification, Call Center Training and Call Center Consulting. Since its beginnings in 1995 under Dr. Jon Anton of Purdue University, BenchmarkPortal has grown with the customer service industry and now hosts the world's largest call center metrics database. Currently led by Bruce Belfiore, the BenchmarkPortal team of professionals has gained international recognition for its call center expertise and innovative approaches to Best Practices for the customer service industry. Listen to the first online talk show specifically focused on the customer service industry - CallTalk. Bruce Belfiore along with industry experts will dive into current discussions surrounding best practices and ways to improve your center. BenchmarkPortal’s Web site can be found at


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