Certified Project Manager Call Center

By Dr. Zulk Shamsuddin

The Certified Project Manager Call Center ™ (CPM-CC) is a gold-standard certification for individuals with skills and experience in the development and implementation of call center systems that includes call center technology, customer relationship management (CRM) application, service-level management, leadership management, call center operation, and training development.
It forms the basis of the assessment that applicants must pass to gain the Certified Project Manager Call Center status and inclusion in the Directory of Certified Professionals of The Global Academy of Finance and Management ®.
Stand out above the rest with the Certified Project Manager Call Center ™ certification and get access to golden employment opportunities.

• Language: English
• Publisher: Lulu.com
• Release date: Dec 30, 2022
• ISBN: 9781387346745

Book preview

Copyright © 2022 Zulk Shamsuddin, PhD / GAFM ACADEMY

All rights reserved.

ISBN: 9781387346745

INTRODUCTION

The Certified Project Manager Call Center ™ (CPM-CC) is a gold-standard certification for individuals with skills and experience in the development and implementation of call center systems that includes call center technology, customer relationship management (CRM) application, service-level management, leadership management, call center operation, and training development.

It forms the basis of the assessment that applicants must pass to gain the Certified Project Manager Call Center status and inclusion in the Directory of Certified Professionals of The Global Academy of Finance and Management ®.

Stand out above the rest with the Certified Project Manager Call Center ™ certification and get access to golden employment opportunities.

Benefits of becoming a Certified Project Manager Call Center

Personal recognition from your peers

Enhanced CV to stand out in the job market and get noticed by top recruiters.

A framework for the development of your career.

International recognition.

Assurance for clients of high standards and ethical practice.

Use of the post-nominal CPM-CC or Certified Project Manager Call Center

Introduce yourself with this exclusive certification card during networking, business events, conferences, training, anywhere.

Importance of Certification

Certificates and certifications, the names for these credentials sound confusingly similar. But there are important differences. Here’s what you need to know about these resume-enhancing options and how they might advance your career.

WHAT IS A CERTIFICATE?

Earning a certificate is about education. Certificates are academic credentials awarded by colleges, universities, or other educational institutions. Students in certificate programs learn new knowledge in a specific subject or discipline and earn a certificate by successfully completing the coursework. An ideal student for a certificate program is someone who is willing to go through the experience of growing their own skillset, being real about what they want to learn, and working with others, says Jennifer Diamond, an instructor for the UW Certificate in Project Management. Many certificate programs have few, if any, admission requirements, making them an excellent option if you want to move forward in your career. The programs are usually noncredit and take less time to complete than a degree. Certificates are commonly listed on resumes as education, and some meet education requirements for first-time or renewed certifications.

WHAT IS A CERTIFICATION?

When you have the professional knowledge you need, a certification allows you to prove it.  Certifications indicate mastery of skills or standards. Professional certifications are granted by industry groups or career-related organizations. These groups assess your qualifications, usually through an exam or application process. Many certifications include the privilege to use a related designation following your professional title. Certification differs from a license, which permits you to work in a certain profession and is usually issued by a government or regulatory agency.

BENEFITS OF CERTIFICATION

Certification helps in learning new technologies, skills, and abilities for a specific promotion. Earning a new certification or an advanced certification in a particular area of expertise can help in advancing your career.

Professional certification shows consumers and potential employers that you are committed to your profession and are well-trained. It gives them confidence in your abilities and knowledge. Certification makes you more valuable to employers, so you can expect to earn more than someone without certification.

Certifications can give you the chance to learn needed skills, and be a quick way to show employers you have those skills. On the other hand, certifications can require studying or coursework, and cost up to several hundred dollars to take.

Soft Skills

Personal characteristics can indicate how the candidate will approach the job and how he or she might relate to coworkers.  Evaluate the following personal characteristics relative to the tasks and responsibilities you have listed for the job opening:

Analytical and creative abilities. A candidate’s abilities in these two areas determine how he or she assesses problems and comes up with new approaches to solving them.

Decision-making style. The decision-making style is very individual. Some people are extremely structured, analytical, and fact-based; others rely more on intuition. Some make decisions quickly, while others ponder them for a long time. Some depend on consensus, while others seek their own counsel. It is critical to determine whether a particular style is required for success in the job and, if so, what it is.

Interpersonal skills. Since interpersonal skills and behavior are intimately connected, understanding a candidate’s interpersonal skills is an important part of the hiring decision process. To determine which interpersonal skills are most appropriate for a given position, think about the set of tasks that will be performed in the position. Which traits will translate into good performance, especially in view of the superiors, peers, and direct reports with whom the person will interact? For example, a controller should ideally be patient and formal, demonstrating careful, cautious, and detail-oriented behavior.

Motivation. The candidate’s personal goals, interests, energy level, and job progression often demonstrate their level of motivation. So, ask yourself, "Does this job match the candidate’s personal aspirations? Would he or she do the job with enthusiasm and energy?

Skills and Competencies

This certification focuses on the following skills and competencies.

Call Center Technology

CRM Application

Service-Level Management

Call Center Operation

Leadership Management

Training Development

CHAPTER 1       CALL CENTER TECHNOLOGY

During the past twenty years, in particular, the influence of technology on the relationships between organizations in both the public and private sectors has increased dramatically. Today, companies depend heavily on the technology of various types to conduct their businesses and to deal with their customers, whether through a business-to-business (B2B) or a company-customer relationship. The call center industry especially is changing the face of business throughout the world and is having a significant impact on economies and the way companies do business.

Call centers require the integration of several different technologies to maximize the use of information and streamline the activities of call center operators. Advances in technology and the adaptation and integration of synergistic technologies have resulted in the development of numerous features that have enhanced the growth of call centers throughout the world. The computer and the telephone are two of the major and most familiar tools of technology that have converged to make call centers more efficient and productive. When used properly along with software technology that assists operators to assimilate and analyze customer data to respond knowledgeably to customer inquiries, the benefits to both the customer and the organization are substantial, as this book will demonstrate.

The Impact of CTI

Over the past few years, there has been much discussion of the pros and cons of a new set of technologies involving the integration of the computer and the telephone, referred to as CTI (for computer telephony integration). Computer telephony was developed specifically to integrate these two technologies to enable more effective and productive communication between companies and their customers. CTI is best viewed as a loose but complicated amalgamation of interlocking technologies-not one piece of hardware or software, but a method of combining the two streams of information-voice and data-through open, standards-based systems.

As the combined technologies matured, CTI found many applications in the business world; however, one of its most significant contributions is to call center operations. When well implemented, it can dramatically improve the way a company interacts with its customers, the fundamental purpose of implementing a call center. Computer telephony overcomes the traditional limitations of either of the component technologies and brings them together in a way that improves them both, by bringing more information to both parties in a communication environment.

Software Tools

Software is a driving force behind call center development. Although call centers have traditionally been telecom entities, the growth and maturation of CTI have led to computing-based centers and applications. Software is one of the best and most widely used tools for translating business parameters into technological terms. Call center software can fulfill a number of functions, including the following key applications:

Retrieving customer information

Managing queues

Providing sales scripts and product information

Acting as an interconnection to back-office applications

Computer Telephony Integration - WriteWork

In the past, call center managers have had to juggle business objectives with flexibility, because frequent changes in marketing campaigns affect call center operation. A call center can't stand still it is important to build the changing dynamic into the system at the beginning. Today, software vendors are combining functional capabilities in single products, some of which are ready-made products and others that are sets of tools for greater customization. This evolution in product design virtually eliminates the need for organizations to develop their own systems from scratch. The range of choice in specialized software means that writing an entire call center system in a standard software environment is no longer required.

A well-planned call center implementation involving the integration of computer and telephone technologies and human resources will provide several specific benefits to organizations, including

Increasing timely access to information

Enabling the sharing of current and new information

More effectively communicating and presenting that information to customers

Allowing more timely responses to information requests from customers

Inside The Call Center

The advanced call center operation of the 21st century consists of many elements and is not simply a collection of phones, computers, and operators. The first call centers were often large rooms with a PBX (private branch exchange) phone switch and desks of service representatives taking calls over the phone. Customers in many cases endured long response times and had to repeat information such as account numbers or descriptions of their problems. In these earlier call centers, little, if any, customer information was available to customer service representatives (CSRs). This kind of service regularly resulted in frustrated customers and

Reviews for Certified Project Manager Call Center

[Richard Forest · Rating: 5 out of 5 stars]

Excellent, crystal clear. Every chapter is interesting. This book gave me the knowledge that I need.