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| Certified
BPO Team Leader, Level 1 (CBTL-1): |
August
24 - 26, 2005, Bangalore
October 10 - 12, 2005, Chennai
October 17 - 19, 2005, Hyderabad
December 12 - 14, 2005, Mumbai
December 19 - 21, 2005, Delhi |
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| Certified
BPO Quality Analyst (CBQA): |
August
29 - 31, 2005, Bangalore
October 13 - 15, 2005, Chennai
October 20 - 22, 2005, Hyderabad
December 15 - 17, 2005, Mumbai
December 22 - 24, 2005, Delhi |
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Course
Details |
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| Certified
BPO Team Leader, Level 1 (CBTL-1) |
| Objectives |
- Understand
principles of managing Operations, People,
and Quality
- Learn
how to manage using metrics
- Acquire
skills to manage the floor on a day-to-day
basis
- Understand
the relationships between planning, people,
processes and performance
- Increase
readiness to apply learning 'on the job' immediately
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| Methodology |
- Presentations
for knowledge dissemination
- Discussions
for knowledge sharing
- Case
studies for exposure to real-life issues
- Individual
and group exercises for application practice
- Games
for simulated learning combined with fun
|
| Assessment |
Certification
exam |
| Training
Days |
3-day
workshop including training and certification
exam |
| Who
should attend? |
- Team
leaders wanting skill upgradation
- Associates
aspiring/selected for becoming Team leaders
- People
aspiring to move into the industry
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| Course
Outline |
| Operations
Management |
- Understanding
Metrics
- SLA and
Productivity Management
- Dynamic
Floor Control
- Data
Analysis
- Specifics
of Voice (In and Outbound), email, chat &
Transaction Processing
- Managing
Absenteeism
- Time
Management
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| Quality
Management |
- Basics
of Monitoring
- Basic
Improvement Tools
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| People
Management |
- Leadership
role
- Performance
Review
- Feedback
and Coaching
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| Certified
BPO Quality Analyst (CBQA) |
| Objectives |
- Understand
importance of Quality, role of Quality Function
and the Standards
and Certifications available
- Comprehend
how to design and deploy Quality Monitoring
- Lead
and manage Analytics and Process Improvement
- Imbibe
best practices
- Increase
readiness to apply learning 'on the job' immediately
|
| Methodology |
- Presentations
for knowledge dissemination
- Discussions
for knowledge sharing
- Case
studies for exposure to real-life issues
- Individual
and group exercises for application practice
- Games
for simulated learning combined with fun
|
| Assessment |
Certification
exam |
| Training
Days |
3-day
workshop including training and certification
exam |
| Who
should attend? |
- Associates
- TEAM
Leaders
- laterals
aspiring to be QAs
|
| Course
Outline |
| Introduction |
- Principles
of Quality
- Quality
Management/Leadership
- Operations,
processes for a ITES-BPO organization
- Quality
Control Practices
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| Quality
Monitoring |
- Design:
Form, Methodologies, Sampling
- Execution:
Scoring, Calibration, Feedback
- Analysis:
Trends, Systemic Issues
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| Quantitative
Methods |
- Data
Collection
- Data
Integrity
- Data
Analysis
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| Structured
Improvement |
- Identifying
Improvement Areas
- Process
Mapping and Redesign
- Root
Cause Analysis
- Finding
Solutions
- Project
Management
- Change
Management
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| Quality
Standards and Certification |
- Overview
- Quality
Models and Quality Assessment
- Comparisons
and Successful Implementation Methods
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| Certified BPO
Team Leader Level 2 (CBTL-2) |
| Objectives |
- Understand
principles of managing Business and using
Technology
- Acquire
advanced skills for Operations, People and
Quality management
- Get prepared
for a larger managerial role
- Increase
readiness to apply learning 'on the job' immediately
|
| Methodology |
- Presentations
for knowledge dissemination
- Discussions
for knowledge sharing
- Case
studies for exposure to real-life issues
- Individual
and group exercises for application practice
- Games
for simulated learning combined with fun
|
| Assessment |
Certification
exam |
| Training
Days |
3-day
workshop including training and certification
exam |
| Who
should attend? |
People
who have completed CBTL-1 |
Course
Outline |
| Business
Management |
- Industry
Structure and Dynamics
- Strategic
Context
- Client
Relations
- Regulatory
Environment
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| Operation
Management |
- Work
Force Optimization
- Blending
Transactions
- Queue
Management
- Retention
Strategies
- Customer
Satisfaction
- Process
Audits
- Planning
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| Quality
Management |
- Managing
Quality Monitoring
- Improvement
- Minimizing
Variation
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| People
Management |
- Mentoring
- Training
and Development
- Team
Building
- Retention
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| Technology |
- CTI,
ACD, Dialers, and Work Flow systems
- Call
Loggers
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