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Qualifications to Serve Customer Service, Call Center and Credit/Collections Industries 2010

Eep Qualiications Call Center And Customer Service 6 2010

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Page 1: Eep Qualiications   Call Center And Customer Service 6 2010

Qua

lific

atio

ns to

Ser

ve C

usto

mer

S

ervi

ce, C

all C

ente

r an

d C

redi

t/Col

lect

ions

Indu

strie

s

2010

Page 2: Eep Qualiications   Call Center And Customer Service 6 2010

Who

we

are.

..W

ho w

e ar

e...

Not

Jus

t N

ot J

ust

Ano

ther

Tem

p A

noth

er T

emp

Ser

vice

Ser

vice

Page 3: Eep Qualiications   Call Center And Customer Service 6 2010

Who

We

Are

...G

loba

llyW

ho W

e A

re...

Glo

bally

•F

ound

ed in

198

3 by

Rob

ert A

. Fun

k an

d W

illia

m H

. Sto

ller

•La

rges

t priv

atel

y-he

ld 1

00%

fran

chis

ed

staf

fing

syst

em•

Fas

test

gro

win

g st

affin

g fir

m U

S –

past

4

yrs

–4

X in

dust

ry a

vera

ge•

Top

10%

in g

row

th a

nd r

even

ue –

2008

Inc

5,00

0 lis

t •

Net

wor

k of

600

offi

ces

in th

e U

.S.,

Can

ada,

A

ustr

alia

and

Sou

th A

fric

a•

Hea

dqua

rter

ed in

Okl

ahom

aC

ity, O

K•

2009

Num

bers

–S

ales

: $2.

0 bi

llion

–A

ssoc

iate

s pa

id: 3

50,0

00–

Clie

nts

serv

ed: O

ver

100,

000

Page 4: Eep Qualiications   Call Center And Customer Service 6 2010

Who

We

Are

Who

We

Are

……Lo

cally

Loca

lly•

Exp

ress

Em

ploy

men

t Met

ro D

alla

s op

ened

198

8•

Mik

e an

d A

rie O

verb

y as

sum

ed o

wne

rshi

p in

200

3•

Com

mun

ity In

volv

emen

t:-

Irvi

ng/L

as C

olin

as C

ham

ber

of C

omm

erce

–P

rior

Bd

Mem

ber

and

Vic

e C

hair

-W

orkf

orce

Enr

ichm

ent C

ounc

il

-F

ound

ing

mem

ber

of Ir

ving

/DF

W A

irpor

t Tra

nspo

rtat

ion

Man

agem

ent A

ssoc

iatio

n (T

MA

)

-D

FW

Sta

ffing

Man

agem

ent A

ssoc

iatio

n –

Prio

r

Mem

ber

Boa

rd o

f Dire

ctor

s-

Fou

nder

–B

oy

Sco

uts

of A

mer

ica,

Eag

le S

cout

Sch

olar

ship

P

rogr

am, I

rvin

g, T

X

Page 5: Eep Qualiications   Call Center And Customer Service 6 2010

Our

Qua

lific

atio

ns …

Cus

tom

er S

ervi

ce/C

all C

ente

r In

dust

ry•

Mik

e O

verb

y –

25 y

ears

indu

stry

exp

erie

nce

-V

P C

usto

mer

Ser

vice

/Cal

l Cen

ter

Ope

ratio

ns

--A

mer

ican

Exp

ress

--E

xcel

Com

mun

icat

ions

-C

all C

ente

r S

taffi

ng C

ompa

ny O

wne

rshi

p

•C

all C

ente

r In

dust

ry A

dvis

ory

Cou

ncil

(CIA

C)

–C

ertif

icat

ion/

Tes

ting

Org

aniz

atio

n•

US

Dep

artm

ent o

f Lab

or –

Offi

ce o

f App

rent

ices

hip

–R

egis

tere

d A

ppre

ntic

eshi

p T

rain

ing

Pro

vide

r –

Cal

l C

ente

r/C

usto

mer

Ser

vice

Age

nts

and

Sup

ervi

sors

•D

FW

Cal

l Cen

ter

Net

wor

king

Gro

up (

CC

NG

) •

DF

W S

ocie

ty o

f Con

sum

er A

ffairs

Pro

fess

iona

ls (

SO

CA

P)

Page 6: Eep Qualiications   Call Center And Customer Service 6 2010

Ser

vice

s to

Cus

tom

er S

ervi

ce/

Cal

l Cen

ter

Indu

stry

Ser

vice

s pr

ovid

ed to

the

call

cent

er,

cust

omer

ser

vice

, cre

dit a

nd c

olle

ctio

ns

indu

strie

s–in

boun

d an

d ou

tbou

nd•

Em

ploy

men

t/Sta

ffing

-

Tem

pora

ry a

nd C

ontr

act S

taffi

ng

-T

emp

to P

erm

Sta

ffing

-E

valu

atio

n H

ire S

taffi

ng-

Pro

fess

iona

l & D

irect

Hire

Sta

ffing

-O

nsite

/Fac

ility

Sup

port

-P

ayro

ll S

ervi

ce•

Con

sulti

ng S

ervi

ces

-H

uman

Res

ourc

es-

Cus

tom

er S

ervi

ce/C

all C

ente

r In

dust

ry•

Tra

inin

g an

d C

ertif

icat

ion

-C

usto

mer

Ser

vice

Age

nt a

nd S

uper

viso

r T

rain

ing

and

Cer

tific

atio

nw

ith S

ervi

ce a

nd S

uppo

rt

Pro

fess

iona

ls A

ssoc

iatio

n (S

SP

A)

-C

all C

ente

r A

gent

, Sup

ervi

sor,

Man

ager

, Con

sulta

nt, S

enio

r Le

ader

Cer

tific

atio

n w

ith C

all

Cen

ter

Indu

stry

Adv

isor

y C

ounc

il (C

IAC

)-

Ben

chm

arki

ng a

nd B

est P

ract

ices

Con

sulti

ng-

Lead

ersh

ip S

emin

ars

and

Web

inar

s

Page 7: Eep Qualiications   Call Center And Customer Service 6 2010

SS

PA

Cer

tifie

d T

rain

ing

Pro

gram

s

Exp

ress

Em

ploy

men

t Pro

fess

iona

ls o

f Irv

ing

part

ners

with

Impa

ct L

earn

ing

Sys

tem

s an

d S

ervi

ce a

nd S

uppo

rt P

rofe

ssio

nals

Ass

ocia

tion

(SS

PA

)to

pr

ovid

e tr

aini

ng a

nd c

ertif

icat

ion

in th

ree

(3)

cus

tom

er s

ervi

cepr

ogra

ms

(see

det

ail o

n fo

llow

ing

page

s):

•C

usto

mer

Ser

vice

Sui

te

•T

echn

ical

Sup

port

Sui

te•

Tel

epho

ne S

ales

Sui

te

The

se P

rogr

ams

are

Gua

rant

eed

to:

•C

reat

e a

wor

ld-c

lass

, cus

tom

er-f

ocus

ed c

ultu

re•

Incr

ease

cus

tom

er lo

yalty

•Im

prov

e cu

stom

er s

atis

fact

ion

scor

es•

Red

uce

serv

ice

time

Page 8: Eep Qualiications   Call Center And Customer Service 6 2010

Cus

tom

er S

ervi

ce S

uite

Thi

s su

ite o

f pro

gram

s fo

cuse

s on

dev

elop

ing

exce

llenc

e an

d a

cust

omer

-foc

used

orie

ntat

ion

in

serv

ice

repr

esen

tativ

es. I

t con

sist

s of

four

job-

spec

ific

trai

ning

pro

gram

s an

d th

ree

supp

ort

prog

ram

s to

faci

litat

e co

ntin

uous

lear

ning

.

The

per

fect

sol

utio

n fo

r:•

Cus

tom

er s

ervi

ce r

epre

sent

ativ

es•

Insi

de s

ales

/ord

er d

esk

repr

esen

tativ

es•

Cre

dit a

nd c

olle

ctio

ns r

epre

sent

ativ

es•

Any

one

who

com

mun

icat

es w

ith in

tern

al o

r ex

tern

al

cust

omer

s

Page 9: Eep Qualiications   Call Center And Customer Service 6 2010

Cus

tom

er S

ervi

ce T

rain

ing

Sui

teC

usto

mer

Ser

vice

Des

igne

d fo

r cu

stom

er s

ervi

ce r

epre

sent

ativ

e, th

is p

rogr

am te

ache

s yo

ur e

mpl

oyee

s th

e sk

ills

to c

onsi

sten

tly d

eliv

er e

xcep

tiona

l cus

tom

er s

ervi

ce. G

ettin

g to

th

e H

eart

of C

usto

mer

Ser

vice

™in

clud

es o

n-th

e-jo

b re

info

rcem

ent e

xerc

ises

and

job

aids

th

at s

uppo

rt le

arni

ng, i

ncre

ase

rete

ntio

n, a

nd r

esul

t in

posi

tive

and

prof

essi

onal

co

mm

unic

atio

n w

ith c

usto

mer

s. A

vaila

ble

in E

nglis

h an

d S

pani

sh.

E-m

ail C

omm

unic

atio

nC

reat

ed fo

r an

yone

who

use

s e-

mai

l to

com

mun

icat

e w

ith

inte

rnal

and

ext

erna

l cus

tom

ers,

Get

ting

to th

e H

eart

of E

-mai

l Com

mun

icat

ion™

teac

hes

your

em

ploy

ees

the

skill

s th

ey n

eed

to w

rite

effe

ctiv

e e-

mai

ls. T

hey’

ll co

mpl

ete

trai

ning

abl

e to

cre

ate

e-m

ail m

essa

ges

that

are

pos

itive

, pro

fess

iona

l, cl

ear

and

conc

ise.

Mas

tery

of

thes

e sk

ills

resu

lts in

e-m

ail m

essa

ges

that

take

less

tim

e, a

re e

asie

r to

rea

d, a

nd r

epre

sent

th

e va

lues

of y

our

com

pany

.

Sal

es fo

r S

ervi

ce R

epre

sent

ativ

esD

evel

oped

for

cust

omer

ser

vice

rep

rese

ntat

ives

in

tech

nica

l and

non

-tec

hnic

al e

nviro

nmen

ts, S

ales

—T

he O

ther

Sid

e of

Ser

vice

™te

ache

s yo

ur e

mpl

oyee

s to

vie

w s

ellin

g as

a s

ervi

ce to

cus

tom

ers.

Rep

rese

ntat

ives

acq

uire

the

nece

ssar

y sk

ills

to id

entif

y sa

les

oppo

rtun

ities

, suc

cess

fully

cro

ss-s

ell a

nd u

p-se

ll, a

nd

over

com

e cu

stom

er r

esis

tanc

e. R

epre

sent

ativ

es w

ho m

aste

r th

ese

skill

s ad

d va

lue

toyo

ur c

urre

nt s

ervi

ce o

fferin

g an

d in

crea

se s

ales

for

the

com

pany

.

Coa

chin

g S

kills

for

Ser

vice

Sup

ervi

sors

Des

igne

d fo

r te

am le

ader

s, s

uper

viso

rs,

and

man

ager

s in

con

tact

cen

ters

, Mak

ing

It H

appe

n™te

ache

s ho

w to

coa

ch e

mpl

oyee

s to

re

info

rce

skill

use

on

the

job.

Par

ticip

ants

lear

n ho

w to

cre

ate

a po

sitiv

e w

ork

envi

ronm

ent

and

build

a to

p-pe

rfor

min

g te

am.A

vaila

ble

in E

nglis

h an

d S

pani

sh.

Page 10: Eep Qualiications   Call Center And Customer Service 6 2010

Tec

hnic

al S

uppo

rt S

uite

Thi

s su

ite o

f pro

gram

s fo

cuse

s on

dev

elop

ing

exce

llen

ce a

nd a

cu

stom

er-f

ocus

ed o

rient

atio

n in

tech

nica

l ser

vice

re

pres

enta

tives

. It i

nclu

des

four

job-

spec

ific

prog

ram

s th

at

cove

r es

sent

ial c

ompe

tenc

ies

in d

iagn

ostic

trou

bles

hoot

ing,

te

chni

cal s

uppo

rt, f

ield

ser

vice

, and

coa

chin

g sk

ills

for

serv

ice

supe

rvis

ors.

The

se p

rogr

ams

are

reco

gniz

ed th

roug

hout

the

IT

indu

stry

and

are

req

uire

d co

urse

s fo

r C

ompT

IA s

ervi

ce

accr

edita

tion

and

SS

PA

’s C

SP

-I, C

SP

-II,

and

CS

P-S

ce

rtifi

catio

ns.

The

per

fect

sol

utio

n fo

r:•

Har

dwar

e an

d so

ftwar

e su

ppor

t eng

inee

rs•

Hel

p de

sk e

ngin

eers

•C

usto

mer

car

e re

pres

enta

tives

•F

ield

ser

vice

tech

nici

ans

•A

dmin

istr

ativ

e/lo

gist

ical

sup

port

Page 11: Eep Qualiications   Call Center And Customer Service 6 2010

Tec

hnic

al S

uppo

rt T

rain

ing

Sui

teD

iagn

ostic

Tro

uble

shoo

ting

Thi

s co

urse

is d

esig

ned

to im

prov

e th

e te

chni

cal

trou

bles

hoot

ing

abili

ties

of te

chni

cian

s at

all

leve

ls o

f a s

uppo

rt o

rgan

izat

ion.

Dia

gnos

tic

Tro

uble

shoo

ting™

teac

hes

tech

nici

ans

how

to a

pply

a c

lear

, log

ical

, and

sys

tem

atic

ap

proa

ch to

pro

blem

res

olut

ion

usin

g a

prof

essi

onal

trou

bles

hoot

ing

proc

ess.

The

y ar

e in

trod

uced

to c

omm

on tr

oubl

esho

otin

g te

chni

ques

and

way

s to

wor

kw

ith k

ey s

take

hold

ers

durin

g th

e re

solu

tion

proc

ess.

Tec

hnic

al S

uppo

rtD

evel

oped

esp

ecia

lly fo

r te

chno

logy

-bas

ed in

dust

ries,

this

pro

gram

te

ache

s yo

ur s

uppo

rt p

rofe

ssio

nals

the

skill

s th

ey n

eed

to c

onsi

sten

tly d

eliv

er e

xcep

tiona

l cu

stom

er s

ervi

ce. G

ettin

g to

the

Hea

rt o

f Tec

hnic

al S

uppo

rt™

incl

udes

on-

the

job

rein

forc

emen

t exe

rcis

es a

nd jo

b ai

ds th

at s

uppo

rt le

arni

ng, i

ncre

ase

rete

ntio

n, a

nd r

esul

t in

posi

tive

and

prof

essi

onal

com

mun

icat

ion

with

cus

tom

ers.

Ava

ilabl

e in

Eng

lish

and

Spa

nish

.

Fie

ld S

ervi

ceD

esig

ned

spec

ifica

lly fo

r fie

ld s

ervi

ce e

ngin

eers

, Get

ting

to th

e H

eart

of F

ield

S

ervi

ce™

teac

hes

your

em

ploy

ees

to b

alan

ce th

e bu

sine

ss n

eeds

and

val

ues

of y

our

com

pany

with

the

expe

ctat

ions

you

r cu

stom

ers

have

for

qual

ity s

ervi

ce. T

he r

esul

t is

a pr

ogra

m th

at g

ives

you

r en

gine

ers

the

prof

essi

onal

ski

lls th

ey n

eed

to r

epre

sent

you

r co

mpa

ny in

toda

y’s

com

petit

ive

envi

ronm

ent.

Coa

chin

g S

kills

for

Ser

vice

Sup

ervi

sors

Des

igne

d fo

r te

am le

ader

s, s

uper

viso

rs,

and

man

ager

s in

con

tact

cen

ters

, Mak

ing

It H

appe

n™te

ache

s ho

w to

coa

ch e

mpl

oyee

s to

re

info

rce

skill

use

on

the

job.

Par

ticip

ants

lear

n ho

w to

cre

ate

a po

sitiv

e w

ork

envi

ronm

ent

and

build

a to

p-pe

rfor

min

g te

am.A

vaila

ble

in E

nglis

h an

d S

pani

sh.

Page 12: Eep Qualiications   Call Center And Customer Service 6 2010

Tel

epho

ne S

ales

Sui

teD

esig

ned

for

cont

act c

ente

r ag

ents

or

field

sal

es p

erso

nnel

who

pr

ospe

ct o

r m

anag

e ac

coun

ts b

y ph

one,

this

sui

te p

rovi

des

the

skill

s ne

eded

to in

crea

se s

ales

and

add

val

ue to

you

r cu

stom

ers.

It

incl

udes

four

job-

spec

ific

prog

ram

s th

at c

over

ess

entia

l co

mpe

tenc

ies

in in

boun

d an

d ou

tbou

nd s

ales

, up-

selli

ng a

nd c

ross

-se

lling

, cor

resp

ondi

ng b

y e-

mai

l, an

d co

achi

ng s

kills

for

sale

s su

perv

isor

s.

Th

e p

erfe

ct s

olu

tio

n f

or:

•S

ales

rep

rese

ntat

ives

•In

side

sal

es/o

rder

des

k re

pres

enta

tives

•S

ales

rep

rese

ntat

ives

•C

usto

mer

ser

vice

rep

rese

ntat

ives

•A

nyon

e w

ho c

omm

unic

ates

with

inte

rnal

or

exte

rnal

cus

tom

ers

Page 13: Eep Qualiications   Call Center And Customer Service 6 2010

Tel

epho

ne S

ales

Sui

teT

elep

hone

Sal

esT

his

prog

ram

pro

vide

s yo

ur e

mpl

oyee

s w

ith th

e cr

itica

l ski

lls n

eede

d to

pr

ospe

ct, s

ell,

and

man

age

acco

unts

by

phon

e. In

Get

ting

to th

e H

eart

of T

elep

hone

S

ales

™, s

ales

pro

fess

iona

ls le

arn

how

to e

ngag

e pr

ospe

cts

and

cust

omer

s in

val

ue-

orie

nted

dis

cuss

ions

that

lead

to q

ualif

ied

lead

s an

d cl

osed

sal

es. T

he c

ours

e in

clud

eson

-the

-job

rein

forc

emen

t exe

rcis

es a

nd jo

b ai

ds th

at s

uppo

rt le

arni

ng, i

ncre

ase

rete

ntio

n,an

d re

sult

in p

ositi

ve a

nd p

rofe

ssio

nal c

omm

unic

atio

n w

ith c

usto

mer

s. (

Onl

ine

lear

ning

op

tion

com

ing

soon

.)

E-m

ail C

omm

unic

atio

nC

reat

ed fo

r an

yone

who

use

s e-

mai

l to

com

mun

icat

e w

ith in

tern

al a

nd

exte

rnal

cus

tom

ers,

Get

ting

to th

e H

eart

of E

-mai

l Com

mun

icat

ion™

teac

hes

your

em

plo

yees

the

skill

s th

ey n

eed

to w

rite

effe

ctiv

e e-

mai

ls. T

hey’

ll co

mpl

ete

trai

ning

abl

e to

cre

ate

e-m

ail m

essa

ges

that

are

po

sitiv

e, p

rofe

ssio

nal,

clea

r an

d co

ncis

e. M

aste

ry o

f the

se s

kills

res

ults

in e

-mai

l mes

sage

s th

at ta

ke le

ss

time,

are

eas

ier

to r

ead,

and

rep

rese

nt th

e va

lues

of y

our

com

pany

.

Cro

ss-s

ellin

g an

d U

p-se

lling

Sal

es—

The

Oth

er S

ide

of S

ervi

ce™

teac

hes

your

sale

s re

pres

enta

tives

to c

reat

e sa

les

oppo

rtun

ities

, suc

cess

fully

cro

ss-s

ell a

nd u

p-se

ll, a

ndov

erco

me

cust

omer

res

ista

nce.

Rep

rese

ntat

ives

who

mas

ter

thes

e sk

ills

incr

ease

sal

es fo

r th

e co

mpa

ny a

nd p

rovi

de a

dditi

onal

val

ue fo

r cu

stom

ers.

Coa

chin

g S

kills

for

Ser

vice

Sup

ervi

sors

Des

igne

d fo

r te

am le

ader

s, s

uper

viso

rs,

and

man

ager

s in

con

tact

cen

ters

, Mak

ing

It H

appe

n™te

ache

s ho

w to

coa

ch e

mpl

oyee

s to

re

info

rce

skill

use

on

the

job.

Par

ticip

ants

lear

n ho

w to

cre

ate

a po

sitiv

e w

ork

envi

ronm

ent

and

build

a to

p-pe

rfor

min

g te

am.A

vaila

ble

in E

nglis

h an

d S

pani

sh.

Page 14: Eep Qualiications   Call Center And Customer Service 6 2010

Exp

ress

Em

ploy

men

t Pro

fess

iona

ls S

emin

ar

on E

xcee

ding

and

Sur

pass

ing

Cus

tom

er

Exp

ecta

tions

A 1

/2 d

ay s

emin

ar fo

r al

l lev

els

in a

n or

gani

zatio

n w

ith

desi

re to

:

-“G

o ab

ove

and

beyo

nd”

in e

xcee

ding

cus

tom

er s

atis

fact

ion

-T

rans

late

impr

oved

cus

tom

er s

atis

fact

ion

into

impr

oved

pro

fitab

ility

Bas

ed o

n tw

o na

tiona

l, be

st s

ellin

g bo

oks:

Th

e S

ervi

ce P

rofi

t C

hai

n:

Ho

w L

ead

ing

C

om

pan

ies

Lin

k P

rofi

t an

d G

row

th t

o

Lo

yalt

y, S

atis

fact

ion

, an

d V

alu

e

Th

e F

red

Fac

tor:

Ho

w P

assi

on

in Y

ou

r W

ork

an

d L

ife

Can

Tu

rn t

he

Ord

inar

y in

to t

he

Ext

rao

rdin

ary

Page 15: Eep Qualiications   Call Center And Customer Service 6 2010

Sem

inar

on

Exc

eedi

ng a

nd S

urpa

ssin

g C

usto

mer

Exp

ecta

tions

(co

ntin

ued)

Key

Tak

e-A

way

s’s

Fro

mT

his

Pro

gram

:•

Eve

ryon

e m

akes

a d

iffer

ence

. •

The

onl

y qu

estio

n at

the

end

of th

e da

y is

“W

hat k

ind

of d

iffer

ence

did

you

mak

e?”

•E

very

thin

g is

bui

lt on

rel

atio

nshi

ps.

•G

o be

yond

sim

ply

inte

ract

ing

with

cus

tom

ers

and

colle

ague

s to

bui

ld r

elat

ions

hips

•Li

nkag

es/c

oore

latio

n be

twee

n em

ploy

ee s

atis

fact

ion,

em

ploy

ee lo

yalty

, cus

tom

er s

atis

fact

ion,

cus

tom

er lo

yalty

an

d pr

ofita

bilit

yE

duca

tiona

l, In

spiri

ng &

Mot

ivat

iona

lIm

prov

ed T

eam

Wor

k &

Wor

k E

thic

Page 16: Eep Qualiications   Call Center And Customer Service 6 2010

Cer

tific

atio

n P

rogr

ams

In a

dditi

on to

trai

ning

and

impr

ovem

ent

prog

ram

s, E

xpre

ss is

app

rove

d by

two

prof

essi

onal

/non

-pro

fit a

ssoc

iatio

ns to

pro

vide

te

stin

g an

d ce

rtifi

catio

n of

ass

ocia

tes

at a

ll le

vels

:-

Cal

l Cen

ter

Indu

stry

Adv

isor

y C

ounc

il (C

IAC

)-

US

Dep

artm

ent o

f Lab

or/O

ffice

of

App

rent

ices

hip

Page 17: Eep Qualiications   Call Center And Customer Service 6 2010

Cal

l Cen

ter

Indu

stry

Adv

isor

y C

ounc

il (C

IAC

)T

he G

loba

l Sta

ndar

ds a

nd C

ertif

icat

ions

Bod

y –

ww

w.c

iac-

cert

.org

Exp

ress

Em

ploy

men

t Pro

fess

iona

ls o

nly

cert

ifica

tion/

test

ing

body

loca

ted

in N

orth

Tex

as.

Incl

udes

cer

tific

atio

n te

stin

g fo

r:-

Cus

tom

er S

ervi

ce/C

all C

ente

r A

gent

-S

uper

viso

r-

Man

agem

ent C

onsu

ltant

-O

pera

tions

Man

ager

-S

trat

egic

Lea

der

Page 18: Eep Qualiications   Call Center And Customer Service 6 2010

US

Dep

artm

ent o

f Lab

orE

mpl

oym

ent a

nd T

rain

ing

Adm

inis

trat

ion-

Offi

ce o

f App

rent

ices

hip

Exp

ress

Em

ploy

men

t Pro

fess

iona

ls o

nly

non-

unio

n,

priv

ate

sect

or tr

aini

ng/ c

onsu

lting

org

aniz

atio

n au

thor

ized

to p

rovi

de a

ppre

ntic

eshi

p pr

ogra

m in

C

usto

mer

Ser

vice

/Cal

l Cen

ter

Indu

stry

.-

2 ye

ar/1

44 h

our/

yr tr

aini

ng a

nd c

ertif

icat

ion

prog

ram

-

Ent

ry le

vel A

gent

s to

Sup

ervi

sor

trai

ning

and

de

velo

pmen

t-

Gra

duat

es r

ecei

ve D

OL

Cer

tific

ate

of

App

rent

ices

hip

Page 19: Eep Qualiications   Call Center And Customer Service 6 2010

Gen

eral

Hum

an R

esou

rces

and

M

anag

emen

t Tra

inin

g P

rogr

ams

1. L

ove

’em

or

Lose

’em

: Pro

ven

Str

ateg

ies

for

Ret

enti

on to

Bec

ome

an E

mpl

oyer

of C

hoic

e2.

T

he T

op 1

0 W

ays

Em

ploy

ers

Get

Sue

d an

d H

ow to

Avo

id T

hem

3.

Rec

ogni

zing

and

Avo

idin

g th

e H

azar

ds in

the

Dis

cipl

ine

and

Ter

min

atio

n P

roce

ss4.

H

aras

smen

t in

the

Wor

kpla

ce: M

anag

ing

and

Inve

stig

atin

g S

exua

l Har

assm

ent a

nd H

ow It

Affe

cts

You

r B

otto

m L

ine

5.

Man

agin

g th

e P

erfo

rman

ce A

ppra

isal

Pro

cess

6.

Man

agin

g C

onfli

ct a

nd C

hang

e to

Enh

ance

Mor

ale

and

Tea

m B

uild

ing

7.

Thr

ee C

ritic

al Is

sues

Fac

ing

Tod

ay’s

Hum

an R

esou

rce

Pro

fess

iona

l8.

Le

ader

ship

Fun

dam

enta

ls (

Mul

tiple

Mod

ules

)9.

T

he M

yths

and

Mag

ic o

f Sup

plem

enta

l Sta

ffing

: Crit

ica

l Kno

wle

dge

for

Man

agin

g Y

our

Con

tinge

nt

Wor

kfor

ce10

. Nav

igat

ing

the

Maz

e of

The

Fai

r La

bor

Sta

ndar

ds A

ct

(FLS

A)

11. E

arni

ng Y

our

Pla

ce a

t the

Tab

le –

HR

’s G

reat

est O

ppo

rtun

ity12

. Ind

epen

dent

Con

trac

tor

vs. E

mpl

oyee

: You

Dec

ide

13. M

anag

ing

Org

aniz

atio

nal C

hang

e –

HR

’s G

reat

est O

ppor

tun

ity in

the

21st

Cen

tury

14. M

onda

y M

orni

ng L

eade

rshi

p15

. Cus

tom

er S

ervi

ce (

Em

ploy

ee)

16. M

anag

ing

Cus

tom

er S

ervi

ce O

rgan

izat

ions

17. H

ow to

Dea

l with

the

Pro

blem

Em

ploy

ee18

. Hum

an R

esou

rces

Roa

dtrip

–B

lind

Cur

ves,

Clo

sed

Roa

ds,

and

Oth

er H

azar

ds o

f 200

919

. Lea

ders

hip

in T

urbu

lent

Tim

es: S

trat

egie

s fo

r S

urvi

ving

in a

n E

cono

mic

Dow

ntur

n20

. Les

sons

Lea

rned

from

the

Top

10

Lead

ersh

ip M

ista

kes

Page 20: Eep Qualiications   Call Center And Customer Service 6 2010

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stio

ns?

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ns?

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tact

:C

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ct:

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