CERTIFIED CONTACT CENTER PROFESSIONAL (CCCP)

Tanggal
Tuesday-Wednesday, 27th-28th July-2010

Jam Pelaksanaan
09.00-16.00

Tempat
Harris Hotel Tebet / The Park Lane Hotel Casablanca

Pembicara / Fasilitator
Ken Ng
Ken is an industry and globally recognized consultant/ human performance trainer. He has a BSc in Marketing, a minor in Organizational Communication and is a Certified Support Manager from the United States of America. Ken has more than 18 years of working experience from various Customer Contact Management & People Development industries in Asia Pacific.
He is a dedicated practitioner of Sales & Service disciplines, he brings with him extensive years of both strategic and operational customer contact management experience. Ken is also an author of numerous white papers, articles and has conducted in-depth research and studies on Sales Management, Front Line Sales and Service and Contact Center Sales and Service.
His forte in customer experience has resulted in Ken being involved in multiple Customer Contact Management related projects. Ken has been in the forefront of the Asian customer contact management industry and is a much sought after speaker. He has also been highly involved in providing strategic directions for the Asian customer contact management and people development industry through summits, congresses, conferences and knowledge sharing tradeshows. He was recently appointed by Customer Relationship Management & Contact Centre Association of Malaysia (CRM & CCAM) as one of notable judges in the highly recognized CRM & CCAM awards.
Ken has held many key positions, the most current as Senior Human Performance Consultant with Scicom, Head of Technical Support for the Nokia Care Line responsible for the support of the South East Asia Pacific region and Sales and Marketing Manager for The Kirby Company U.S.A.

Harga
Rp 4.750.000,- (Full Fare)
Early Bird Rp 4.500.000 for payment before 19th July 2010
For group registration amount of Rp 8.000.000 for 2 participants
BONUS ! ! SOUVENIR and Attractive DOOR PRIZE

Training Description :
Soft skills based, this certification identifies professionals that have reached an essential standard of customer service & sales focused competency in dealing with customers over the phone. The participants of this workshop will develop the necessary knowledge and skills to work in an inbound or outbound contact center. Additionally, it provides the participants with an understanding of the analytical process for solving problems and selling to customers.

The program introduces customer contact professionals to the essential and fundamental soft-skills elements associated with superior call and service management. The Certified Contact Center Professional Program consists of modules that teach participants essential skills such as essential communication, call management, call courtesy, call accuracy, professional customer service & selling principles and concepts. Program Objectives :
· To understand the importance of a Contact Center to the organization and exceeding customer delight;
· To appreciate what it takes to be a successful Contact Center Agent;
· To develop essential communication skills;
· To understand the importance of call and service management;
· To understand the inbound and outbound call structure;
· To learn how to handle difficult customers;
· To develop selling techniques and applications;
· To manage self in the Contact Center.

Training Methodology :
The training methodology will include:
– High impact short lectures
– Lively activities
– Insightful presentations to the team
– Instant feedback from the facilitator

Certified Program :
Certificate of completion jointly awarded by Western Kentucky University (USA) – ATCEN (Malaysia) and Atcen Principal in Indonesia.

The CCCP program consists of 2 parts:
• Class Attendance (14 contact hours)
• 1 one-hour (1 hour) 50 questions multiple-choice examination paper

This Training is Delivered :
English language

Outline :
INTRODUCTION
Module 1: Introduction to Today’s World Class Contact Center
· Understanding the Role and Benefits of the Contact Center
· Delivering Exceptional Call and Service Management – “Passion to Exceed Customer Delight”
· Creating the 4 Levels of Service to ‘Wow’ the Customer

Module 2: Contact Center Professionals Competency
· Developing the KSAH of Effective Contact Center Professionals
· Developing Confidence and Rapport Building Skills
· Understanding Your Style from Personality Profiling: DiSC

Module 3: Communication
· Executing Exceptional Communication to Create First and Lasting Impression
· Understanding the Communication Model and Process
· Developing Listening and Questioning Skills

INBOUND TELE-SERVICE

Module 4: The Inbound Telephone Call Structure
· The Call Opening, Hold and Transfer
· Understanding Customers Challenge & Needs
· The Call Closing & After Call Activity

Module 5: Managing Difficult Customers
· Understanding What Causes Conflict and the Stages of Conflict
· Dealing with Difficult Customers – The HEAT Approach
· Practicing Transparency with Customers

OUTBOUND TELE-SALES

Module 6: The Outbound Telephone Call Structure
· The Call Opening: Purpose, Benefit and Check
· Understanding Customer Needs and Requirements
· The Call Closing & After Call Activity: WWW.Customer.COM

Module 7: Strategic Positioning And Propositions
· Identifying Unique Features, Differentiated Advantages and Promised Benefits
· Creating Attention, Interest, Desire and Action in Customer (AIDA)
· Performing the “MILLION DOLLAR PITCH”

Wajib diikuti oleh
· Contact Center Professionals
· Customer Service Professionals
· Telesales Professionals