How to plan a professional career in the BPO and Contact Centre Environment
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How to plan a professional career in the BPO and Contact Centre Environment
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How to plan a professional career in the BPO and Contact Centre Environment
- 2. Traditional Roles & Perceptions of the Call Centre Job I cant get another Job It is a dead end Job It holds no opportunity It is not a cool Job
- 3. The BPO Sector in 2013 Transient Job Dead End as a career Cant see prospects Where to from here?
- 4. Anatomy of Career Growth Opportunity Step up career Growth What can I do with Call Centre Experience? Basis for career opportunity?
- 5. Why not use your Call Centre Job to build a future career? Options: Management Human Resources Marketing Communications
- 6. See your career as a path So you started as a Contact Centre Agent Learn to identify and work with customers; how to understand needs and problems and fix them; gather call centre related data; operate as a team member; performance manage yourself… Much of these are business functions with multiple applications..
- 7. Requirements for a Contact Centre Agent CCS L2 or 3 qualification For the designation: Above plus entry exam Minimum 2 years of experience – T & C applies.. CPD requirements… Joe Soap (CCA)
- 8. Requirements for Contact Centre Team Leader So you are a Team Leader? You will understand, implement service level agreements; Monitor and control Contact Centre support staff; Apply sales knowledge; Identify customers; monitor performance; coach others; work with statistics.. Management functions, applied…
- 9. Contact Center Manager Articulate operations in either a commercial or emergency environment Analyse and use statistical data Manage the quality of operations, service levels and performance levels and implement service delivery Assesses the sales environment and take appropriate action where necessary Determine and apply rewards and incentives, develop and maintain contact centre customer database Lead contact centre team members in diverse environment
- 10. Requirements for designation Further Education Training Diploma Contact Centre Management Level 5 Work Experience at least 5 years
- 11. Retaining the designation Perform CPD activities worth 50 points within a 3 year cycle Adhere to the CCMG’s code of conduct Participate in CPD activities as follows Education and training for up to 10 points Professional development for 25 points Personal development for 15 points Ensure that hisher membership fees are paid
- 12. Contact Centre Executive Initiate, develop, implement and evaluate operational strategies, projects and action plans to improve effectiveness of the contact centre Monitor and measure performance and apply continuous or innovative improvement interventions in the unit effectiveness Lead and manage a team of first line managers Build relationships with superiors and stakeholders Apply principals of risks, financial and knowledge management and business ethics Enhance the development of teams and team members
- 13. Requirements for designation National Certificate in Generic Management Level 5 Operated as a Contact Centre Manager for over 5 to 10 years
- 14. Retaining designation Adhere to the CCMG’s code of conduct Perform CPD activities worth 50 points within a 3 year cycle Participate in CPD activities as follows Education and training for up to 10 points Professional development for 25 points Personal development for 15 points Ensure that hisher membership fees are paid
- 15. Getting Practical… How to plan your career Capitalize from professionalism Personal Strategic Plan…?
- 16. Infomage Rims Group Contact Centre L3 Marketing L4 Management L5
- 17. Training versus RPL The blended model E-learning Assessment Corporate clients
- 19. Where to apply www.infomage.co.za Email me : proff@infomage.co.za Call us 011 886 2727
- 20. What else can we help u with? Skills Audits Corporate Qualifications Frameworks QMS design for Cal Centres SkillsBook for learners & staff
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- Your introductory or title slide should convey the overall “feeling” and focus of your presentation. For instance, I typically present about small-business trends, new business ideas, growth opportunities or other positive trends. In this sample presentation, I’m talking about new business ideas, so I used a sun graphic in this slide template to convey a positive feeling. Personalize this slide template with your company’s logo. To add a logo to all slides, place it on the Slide Master. To access the Slide Master, on the Themes tab of the Ribbon, click Edit Master and then click Slide Master.Disclaimer: You understand that Microsoft does not endorse or control the content provided in the following presentation. Microsoft provides this content to you for informational purposes only; it is not intended to be relied upon as business or financial advice. Microsoft does not guarantee or otherwise warrant the accuracy or validity of this information and encourages you to consult with a business or financial professional as appropriate.RIEVA LESONSKY Founder and President, GrowBiz Media RievaLesonsky is founder and president of GrowBiz Media, a content and consulting company specializing in covering small businesses and entrepreneurship. A nationally known speaker and authority on entrepreneurship, Lesonsky has been covering America’s entrepreneurs for nearly 30 years. Before co-founding GrowBiz Media, Lesonsky was Editorial Director of Entrepreneur Magazine.
- I like to speak spontaneously, so I use PowerPoint as an outline to keep me on track. It’s best to keep your PowerPoint text brief, simply reinforcing key points you will talk about at more length. You can use this slide template to convey a series of steps or related points in a short format.
- I like to use an off-balance layout to keep things from getting too symmetrical. Customize this slide template graphics of your choice, including photos, clip art, your logo or illustrations. Good photos really help cement an idea in the audience’s mind. This slide is animated to display an appropriate image as you introduce each business type.
- I often use color and graphics to add excitement to a presentation. Just because it’s about business doesn’t mean it has to be staid—you need movement, energy and color, as in this slide template. Use this slide template to illustrate relationships or processes. In this slide, I used it to show how demographic trends create a new consumer group and what products that group purchases. You could also use it to illustrate your sales cycle or relationships among departments in your company.
- Insert a chart in this slide template to illustrate your topic visually, then use bullets or color to call out key findings or points from your chart in a brief format.