Certification

[wolfe]

I'm am interested in knowing if anyone has heard of a formal Customer Service Certification Program. If so, I would appreciate learning more about it.

[mikael]

Wolfe,

There are a variety of certification programs, both individual and site. What are you trying to accomplish, that you think that a cert program would do for you?

[wolfe]

This is in reply to Mikael's response to Certification. The objectives are several:
- To give TSRs something specific that they can achieve that lends more credibility to the importance of their function in site and across industry
- To reinforce customer service training; provide higher level/ more global training programs
- To provide another avenue for recognition of some special achievement
- To use this as a catalyst for enrollment in more technical programs

Any info that you can provide is appreciated!

[mikael]

Wolfe,

The Help Desk Institute has certification [www.thinkhdi.com] as does Help Desk 2000. There are a couple of others ones as well. Which one should you use? Well, that depends on the audience.

All of them will do essentially what you need in terms of setting some standards for your people. However, it looks like part of the reason for wanting certification is to impress people -- and for that, you have to look at what will impress them the most. Using a certification standard that your audience doesn't know or recognize as being worthwhile won't get the return you want. So, I'd recommend that you do some research amongst your target audience to see what *they* think is the best one. And then give it to them.

[Rebecca Oettinger]

Wolfe.

Purdue University sponsored Benchmark Portal (www.benchmarkportal.com) has an excellent audit certification. They teach you to select a closely matched peer group and compare your call centerÂ’s important metrics: average talk time, supervisor:agent ratio, turnover, etc. They have the largest database of call center information from which to compare your data and you can automatically generate professional reports containing your results.

Feel free to contact me with any questions.

Good luck!
Rebecca

[Analyst]

Our centre is COPC Certified. You can get more information at COPC.com. This certification really focuses on Metrics and Quality. You will have to read up on it to see if it is useful for your site.

Regards,

Bob

[robertgarcia]

Going on a different certification track, are any of you pursuing CIAC certification? If so, please contact me to share study guides and info...thanks!

[tarunpuri]

hi rebecca,

i am from india, wondering whether you would be able to suggest to me if there is any such organisation into certification of individuals (working in the call center industry) in india.

what we do have is a lot of people getting into the training arena , i mean training freshers to be caall center reps. , but nothing beyond that.

regards,
tarunpuri
email : taruncallcenter@rediffmail.com
mobile : +91 98111 41111

[Mouse]

Definitevely the COPC-2000 certification is the best solution for your center certification needs. visit www.copc.com

[GlobalGroupTampa]

Achieve Global has a great customer service program call Achieving Extraordinary Customer Service as well as a Call Center program.

www.achieveglobal.com