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| Course
Details |
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Certified
BPO Team Leader, Level 1 (CBTLSM-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
|
| People
Management |
- Leadership
role
- Performance
Review
- Feedback and
Coaching
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| Certified
BPO Quality Analyst (CBQASM) |
| 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
|
| 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
|
| 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 (CBTLSM-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 CBTLSM-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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