Mastery Certification Program - callinsite.com€¦ · why we created the Mastery Certification Program. ... tracking and cadence SOW Drafting and Delivery Engaging multiple teams

Mastery

Certification

Program

Insite Managed Solutions understands these challenges which is

why we created the Mastery Certification Program.

“It touched on so many subjects that were relevant. I also

enjoyed the engagement with other leaders. It was also

refreshing to hear from all different perspectives.”

-Carolina Arredondo, Royal Caribbean

Industry

ChallengesAll corporate industries are a complex assortment of

technology, processes, and human operations.

Current methods of staying educated have brought

their own challenges:

Conferences:• Over-crowded

• Expensive

• Unproductive due to distractions

• Poor return on investment

• Generic content

• Topics rarely aligning with your company initiatives

Other educational programs:• Too many topics in not enough detail

• Individual attention sacrificed to fill large sessions

• No regard to competitors attending same events

Mastery Program

Certification Series

Our Program consists of 11 independent Certification Series from which to choose. Each Certification Series has been

designed to provide you with the latest knowledge and trends, empowering you to become a leader amongst your peers.

Recruiting Operations

Client

Management

Training

Quality Reporting &

Analytics

Operational

Program

Management

Work at

Home

Vendor

Management

Workforce

Management

Knowledge

Management

Program OverviewInsite is excited to share our library of outsourcing

knowledge, benchmarks, tools, and best

practices for leaders in an intimate environment

whereby we equip these individuals to maximize

the performance of your partner ecosystem.

INTIMATE – Seven participants or fewer in each class

means you always get the time and attention you

deserve

LEARN – Interactive environment promotes the ability

to learn from Insite experts and peers in other

industries

ACTIONABLE – Provide you with the toolsand

templates designed for immediate implementation

into your operation

SAFE – Participants include only non-competing

companies and no vendors

RELEVANT – Education on the latest intelligence

and industry benchmarks

PRACTICAL – Content employs real life

scenarios and use cases

We facilitate this program over four separate Solution Workshops that

includes training modules, guided sharing for top of mind topics, and our “hot

off the press” industry intelligence. The Workshops are invite-only and are

conducted quarterly to balance time away from the office, budget, and

intensity. Attendance can be quarterly, every other quarter, annually, or for a

single Workshop.

To ensure an informative and collaborative environment, our content is a

combination of the latest market research to understand recent trends,

facilitating training material, and open guided sharing where participants

share their own best practices, strengths, and challenges.

How it Works Solution Workshops

1st Solution

Workshop

2nd Solution

Workshop3rd Solution

Workshop

4th Solution

Workshop

Participating in your preferred Certification Series means attending up to four in-person

Solution Workshops. Each Solution Workshop occurs on a quarterly basis, allowing time for

reflecting and implementation throughout the year.

20%

Research

40%

Training

40%

Guided

Sharing

Achieve Certification

Full certification is awarded upon the completion of each Certification Series. All Solution

Workshops will be offered over the span of two years and can be completed at the

participant’s chosen pace.

Leader:

Complete at least 1

Solution Workshop

Mastery:

Complete all 4

Solution Workshops

Attend and participate in

the Solution

Workshop

Submit “case study”

demonstrating real-world

useof the content

CertificationPaths CertificationRequirements

What you GetParticipation in the program is not limited to your experiences in the classroom.

You will be provided with a variety of tools and resources which will benefit you

and your company for years to come.

Printed training books of covered topics

Point of View documents

Market and industry research

Real-world templates

Network with peers in similar roles at different companies

Access to Insite Consultant and Leadership teams

Certification plaque

“Best practice knowledge

sharing with industry leaders.”

–Nathan Bobay, Delta Faucet

“Concise documents and

descriptions of bench-marks.”

–Daniel Pullo, Fiat Chrysler

Work at Home

There are multiple reasons why a company may decide to implement a Work at Home environment:

growth, business continuity, employee preference, culture necessity, and more. Whatever the reason,

Insite understands that driving an effective Work at Home culture also comes with a wave of

challenges and obstacles, which is why we’ve created the Work at Home Mastery series. This series

was designed specifically to help companies drive the highest level of productivity and performance for

a Work at Home model.

Topics Dates & Times Location

Workshop 1Wednesday April 15th

2:30pm - 4:30pm EDTVirtual

Workshop 2Wednesday April 22nd


Workshop 3Wednesday April 29th


Workshop 4Wednesday May 6th


Work at Home Transition Fundamentals

Best practice roadmap for Work at Home migration, communication cadence, KPI management,

process assessment, and daily success planning

Technology

Requirements for an effective Work at Home model including the use of remote desktop vs VPN,

communication channels, LMS, and Quality systems

Agent Selection

Best practices for virtually sourcing candidates, conducting remote interviews, delivering

assessments, and validating workspace environments

Agent On-boarding

Effective delivery of virtual training, engaging with attendees remotely, and incorporating various

learning styles into an adult learning environmentWorkshop 5

Wednesday May 13th


Driving Performance

Effective methods for supervisors to coach remotely, driving a motivational virtual environment,

webcam etiquette, methods for best-in-class change management

Operations

Unifying a diverse population to become a consistent voice of your organization provides a variety of

performance challenges. Insite’s Operations Certification Series gives you deep, specific, actionable

tactics used in real world environments to drive your companies culture all the way from leadership to

customer. Access to peer best practices and results gives you first-hand insight into how performance

initiatives are successful and why they are essential to your company’s financial health.

Topics 2020-2021 Dates Location

Workshop 1

Workshop 2

Workshop 3

Workshop 4

Operations Role

Purpose and importance of an Operations team,

utilize the right skillsets for the right roles, and

creating a culture to reflect your company’s voice

Key Performance Indicators

Performance metrics from agent to company

level, how metric are impacted by each other

Personnel Development

Building bench strength, official training vs

unofficial, documented development action

planning

Performance Management & Cadence

Escalation process, recognition programs, coaching vs

feedback, WBR/MBR/QBR, automated reporting vs

meetings, day to day logistics

Analytics

Performance trending and segmentation,

reporting avenues, root cause analysis,

understanding variation

Human Operations

Setting expectations from peers, understanding

internal expectations, balancing the human element

with business needs

Technology

Talk telephony flow, distinguish an IVR from

an ACD, create self-service opportunities,

chat and social media routing

Employee Satisfaction

Area of assessment focus, measurements and

questions, follow-up initiatives and communication

February 11th-12th

November 14th-15th 2019

Atlanta, GA

Cape Coral, FL

July 9th-10th

February 13th-14th

Atlanta, GA

Cape Coral, FL

October 8th-9th

April 30th-May 1st

Atlanta, GA

Virtual

January 14th-15th

August 6th-7th

Atlanta, GA

Cape Coral, FL

Workforce Management

Properly recognizing necessary staffing levels for your business requires a unified coalition of analytical

abilities and experience. Miscalculations result in expensive over-staffing or a deprived customer

experience. Insite’s Workforce Management Certification Series simplifies the model to become a game

changing group within your organization, paving the way to achieve staffing level efficiency never before

attained.

Topics Location

Workshop 1 Cape Coral, FL




The Power of WFM

Impacts of implementing a WFM model,

on-going support, WFM waterfall

Long Term Forecasting

Utilizing historical volume, impacts of product

launches and emergent issues

Software Utilization

What to look for in a WFM platform, access

rights, functionality, ability to adapt and predict

Capacity Planning

Arithmetic behind measuring capacity along with

impacted metrics, example capacity models

Scheduling

Use of over/under reports, utilizing different types

of schedules to meet staffing needs to the interval

level

Near Term Forecasting

Finalizing staffing capabilities, confirm

staffing for upcoming days/weeks, partner

commitment

Intraday Management

Power of RTA, multi-skilling strategy, Intraday

and postmortem

WFM Ownership

Pro’s and Con’s for insourcing vs outsourcing, where the

lines are drawn between client and vendor

2020 Dates

February 18th-19th

May 19th-20th

August 18th-19th

November 19th-20th

Quality

Incorrectly measuring success across the different interaction channels causes inconsistency in the

customer experience. Insite’s Quality Certification Series is dedicated to resolving challenges faced with

evaluating the effectiveness of customer support teams. Using the latest industry guidelines and tools,

you can focus on driving the metrics that matter.

Topics Location


Workshop 2 Virtual



Input and Output Expectations

Impacts to missing targets, analytical output

and recommendations, vertical partnerships

Form Creation

Specify areas important to your business

models, correspond with other KPI’s, risk

management

QA Cadence

Approach to how evaluations are

conducted, frequency of completion,

calibration structures

Opportunity Progression

How to handle form changes, partnership

engagement, technological impacts to

changes

Quality Technology

Software pricing benchmarking, storage

logistics (voice vs screen), where recordings

occur in the ACD, call randomization, software

maintenance

Automation and Voice Analysis

Voice analytics with time to proficiency

(Word Error Rate)

Channel Diversity

Different methodologies between voice,

email, chat, SMS text, Social Media

Human Operations


internal expectations, balancing the human

element with business needs

2019-2020 Dates

December 17th-18th

March 26th-27th

June 25th-26th

October 1st-2nd

Operational Program Management

Coordinating between multiple teams to achieve company initiatives can cause chaos in the workplace,

resulting in poor performance and teamwork. Insite’s Operational Program Management Certification

Series overcomes these challenges in an interactive, hands on environment where you learn the skills

needed to manage diverse groups of company partners. Access to peer best practices and results gives

you immediate direction on how real-world initiatives can transform a program management role into a

business leading position.


Workshop 1 April 21st-22nd Virtual

Workshop 2 August 4th-5th Cape Coral, FL

Workshop 3 October 27th-28th Cape Coral, FL

Workshop 4 January 21st-22nd Cape Coral, FL

Middle of the Operational Web

How an OPM coordinates between all teams

both internal and external, successful time

management and organization

Partnership Accountability

Balancing relationships with company and

client goals, developing internal and external

partners, manage being multiple voices

Strategic Planning

Performance glide-pathing, project management,

aligning organization objectives with service

partners, driving a proactive culture,

understanding influencers

Financial Forecasting

Impacts to P&L, negotiation tactics, benefits

of using multiple financial models

Change Management

Planned changes versus unplanned, gaining

commitment for teams to execute, form

tracking and cadence

SOW Drafting and Delivery

Engaging multiple teams are multiple times,

internal and external partnerships, incorporating

future plans

Technology

Project management tools, features to

utilize, do-it-yourself project management

options

Creating a POV

Layout, data collection and analysis, telling a

story instead of bullet points, relevant visuals,

financial and metric impacts

Knowledge Management

Keeping your employees educated on the latest company information can be laborious and disorganized.

Insite’s Knowledge Management Certification Series provides you with real-world tools and processes

designed to galvanize your population to stay informed on the latest policies and procedures in a more

efficient way, driving enhanced results.

Topics 2019 - 2020 Dates Location

Workshop 1 December 12th-13th Cape Coral, FL

Workshop 2 March 12th-13th Cape Coral, FL

Workshop 3 June 4th-5th Cape Coral, FL

Workshop 4 September 3rd-4th Cape Coral, FL

KB Technology

Integrated vs standalone, example tools and cost

comparison, Pro’s/Con’s, Internal and external

use

KPI Impacts

Policy adherence, process adherence, Quality,

customer satisfaction, employee satisfaction

Landing Page and Article Layout

Detailed but easy to read content, updated last

dates, employee policy portal, option to provide

feedback, sending content to customer via

email/text

Dynamic Decisioning

Customer preferences feeding to an

output/purchase, advertising new products and

features

Change Management

Policy changes, change communication to internal

partners (ops, training, quality, leadership), content

assessments, change org structure and flow

Training and Deployment

Onboarding new employees, gamification

for ongoing use (scavenger hunts),

migration from one tool to another

Analytics

Frequency of use, ease of use, life cycle tracking

(article hopping), meta tag effectiveness, search

effectiveness, adoption and usage

Human Operations

Setting expectations from peers, understanding internal

expectations, balancing the human element with

business needs

Reporting & Analytics

Not fully understanding data outputs causes companies to make decisions based on inaccurate guidance.

Insite’s Reporting and Analytics Certification Series gives you exposure to relevant examples and tools

based on actual analytical experiences, empowering you to become a leader in making data driven

decisions for your organization. You will receive tools and processes enabling you to verify data accuracy,

identify forward looking trends, and make decisions to positively impact results.

Topics Location





Understanding Data

Tool reporting limitations, partnering with

owners to expand, building own data when

none exists

Outputs and Layouts

Impact of quickly seeing high- and low-level results,

benefits of dashboards, creation cadence with the

audience, historical and current performance

Six Sigma

Overview, understanding the methodology and

practical use in real-world environments

Analytical Storytelling

Using reporting outputs to tell a story, engaging

senior leadership in analysis process, driving a cause

of action

Excel

Importace of raw data, unique identifiers,

customization options

Automated Reporting Output

What types of reports should be automated,

how they can be best utilized and shared,

customization options, use and management of

data warehouses

Service Focused

How results become customer facing,

understanding how data aligns with company

objectives

Human Operations

Setting expectations from peers,

understanding internal expectations, balancing

the human element with business needs

2020 Dates

January 30th-31st

May 5th-6th

July 30th-31st

November 5th-6th

Training

Preparing a population to be successful in their job requires a strong comprehension of what is needed in

an adult learning environment, regardless of delivery methods or tools. Knowledge gaps ultimately impact

financials in negative ways. Insite’s Training Certification Series concentrates on how a customized

facilitation model results in longer tenured employees, more consistent performance, increased speed of

behavioral proficiency, and a proficient workforce.

Topics Location


Workshop 2 Virtual



Training Models

Computer based training vs facilitator led,

discovery learning and methods, multi-

generational learning environment

Content Management

Curriculum design, on-going maintenance, implementing

and auditing new material

Post-classroom Support

Training involvement in agent life cycle after new

hire graduation, agent hand-off process to

Operations, closing feedback loop with Recruiting

Non-training Time Productivity

How to support partner programs, improve

bench-strength through development training,

peer to peer support

Trainer Certification

Importance of having a process, building trainer

development and benchmarking

Training Technology

Learning Management System, incorporating

gamification, e-learning, simulators, training

environment vs production

Human Operations


internal expectations, balancing the human

element with business needs

On-board New Partner or Site

Travel vs remote, red-hat operational support post-

classroom

2020 Dates

January 23rd-24th

April 16th-17th

July 16th-17th

October 15th-16th

Recruiting

Identifying the right candidate for the right position requires in-depth knowledge of the role and what is

available in the market. Any misalignments can cause a cascade of performance and retention issues.

Insite’s Recruiting Certification Series provides the tools and practices needed to go out to market and

find the best candidates for your business faster than ever before, resulting in higher employee

satisfaction and longer tenure.

Topics Location





Recruiter Personnel Dynamics

What to look for in a talent acquisition team,

roles and responsibilities, team sizing and

ratios

Reporting

Fill rates, graduation rates, net-throughput,

comprehensive candidate tracking

Sourcing Tools

Online presence, creative advertisement

campaigns, word of mouth, managing a pipeline

Candidate Job Profile

Key areas to include when identifying skillset

and ability to on-board based on industry and

business

Candidate Selection

Assessments aligning with job profile,

linguistics and body language, background

discussions

Live Interview

Interview consistency, interview technique’s,

customize to business profile

Market Utilization

Understanding geography, how site location

and ease of access impacts fill rates,

community partnerships (schools, trades)

Human Operations

Objective approach to meeting with partner teams,

setting expectations from peers, balancing the

human element with business needs

2020-2021 Dates

June 18th-19th

September 17th-18th

December 3rd-4th

March 4th-5th

Vendor Management

Vendor management is challenging because it involves different business cultures and priorities, often in

a remote environment. Insite’s Vendor Management Certification Series provides you with tools and

methods that work to drive your vendor’s performance. By analyzing the latest industry trends and

benchmarks, you will have the exposure needed to drive your vendor and business scorecards, resulting

in a better experience for your customers.


Workshop 1

Your Culture, Your Brand

Imprinting your culture into the vendor site and

team with process and technology

Technology

Leveraging technology to maximize insights,

benefit of owning vs renting technology, the “users”

perspective, and what’s emerging

June 11th-12th Cape Coral, FL

Workshop 2 September 10th-11th Cape Coral, FL

Workshop 3 December 15th-16th Cape Coral, FL

Workshop 4 March 18th-19th Cape Coral, FL

Motivating Performance

Encouraging long-term high performance through

effective methods and techniques

Executing Change

Gaining support and buy-in from vendors,

navigating the communication flow, and

verification

Performance Reviews

Knowing what to measure, how to set goals, and

review cadence

Roles and Responsibilities

Understanding the core functions at appropriate

scale and defining who does what between your

company and the BPO

Contracts

Implementing essential terms, protecting the

downside, and negotiating tactics

Pricing & Incentive Programs

Selecting the optimal pricing structure,

understanding market rates, and implementing

risk/rewards

Client Management

The relationship between a vendor and client can be as challenging as any other, regardless of tenure

and performance. Insite’s Client Management Certification Series dives into the methods to create and

maintain mutually beneficial client relationships. A Certification Series which focuses on the BPO/Vendor

audience, you will receive tools and practices designed to set you apart from your competitors in a local

environment with alternative pricing, minimizing the need for travel expenses.

Topics 2020 Dates Location

Workshop 1Based on Vendor/BPO

availabilityLocal for Vendor/BPO







Incorporating Client Culture and Brand

Imprinting client’s culture into a vendor site and

team with process and technology

Technology

Implementing the client’s technology into a vendor

site, KPI automation and feeds into data

warehouses

Communication Cadence and Message

Understand that should be kept internal vs

communicated externally, utilizing multiple

communication channels based on message

Change Management

Define various types of changes,

implementing internally based on client

guidance, documentation cadence

Roles and Responsibilities

Understanding the core functions at appropriate scale

and defining who does what between you and the

client

Performance Reviews

Vendor methodology and approach to

quarterly/monthly/weekly business reviews,

telling the story of performance

Contracts

Implementing essential terms, protecting the

downside, and negotiating tactics

Driving a Lasting Partnership

Utilize a proactive mindset, grant permission to be

assertive with initiatives, benefits of extracurricular

activities, taking a consultative approach

Contact Us

Chris ArndtProgram Director

239.313.0661

[email protected]

Halley DavidsonCertification Coordinator

239.338.7876

[email protected]

For more information or to request a meeting, go to callinsite.com/mastery

Insite Managed Solutions

1616 W Cape Coral Pkwy

Suite 102 - PMB 165

Cape Coral, FL 33914

mailto:[email protected]

mailto:[email protected]

https://www.callinsite.com/mastery

Documents

Mastery Certification Program - callinsite.com€¦ · why we created the Mastery Certification Program. ... tracking and cadence SOW Drafting and Delivery Engaging multiple teams