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Stage 1: Scope/ Definition/Discussion
panel of subject matter experts is formed who are professionals and have the exact knowledge and experience to write, review and edit test articles. They decide the most relevant and essential topics that need to be examined and tested so that every candidate is equally assessed on a common set of knowledge, skills and aptitudes.
Stage 2: Job Analysis/Curriculum Design
The subject matter experts perform brainstorming sessions of various comprehensive topics in which test questions have to be developed in order to collectively select the most significant topics that are appropriate in relation to the test taker’s job and deeply helps to assess the knowledge and performance of the test taker.
Stage 3: Test Specifications/Development
The questions selected in the test are based on a job analysis and the entire test is developed in such a way that it enables to check the knowledge of the candidate from the job perspective. Tests designed keeping the job perspective in mind leads to more effective screening of the knowledge and expertise of the test taker.
Stage 4: Technical Review
After the tests are developed, they are sent for a technical review within our organization. At this stage, our team of experienced and qualified faculty members examine the suitability and correctness of the test and help identify for any discrepancies. Technical reviews are extremely beneficial since they provide a significant number of views and recommendations for improved testing.
Stage 5: Pilot Testing
Brainmeasures strongly relies on in-house testing. The final tests are then sent for in-house testing where the tests are passed on to various candidates who take the test and check it’s usability and accuracy. This helps in providing us with honest feedback’s and suggestions in designing enhanced tests.
Stage 6: Feedback
Once we have acquired the feedback from all the candidates, a collective feedback is given to the subject matter expert’s panel and the important aspects of the feedback are discussed and taken into consideration by them.
Stage 7: Final Review
After receiving the feedbacks, the subject matter experts make the necessary changes for improved and advanced test for the test takers.
Stage 8: Final Launch
Once the test has been tested, transformed and improved, it reaches its concluding stage and is finally launched.
About the Course
Call Center Management Certification
Call Center Management Certification
U$D19.99
At Brainmeasures, we are always striving hard to develop and advance our systems by keeping ourselves updated with the latest trends and technology
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Important Note :
You will be given a Free reference e-book to read which has more pages, And the test will be based on that e-book.
Define Call Center Management
Call Center Management can be defined as the process of handling calls from users asking for services or help. Call Center Management solutions increase performance and overall progress of a contact center. A call center is a consolidated office used for approving or transmitting a large volume of appeals by telephone. An inbound call center is functioned by a company to manage incoming product support or information investigations from consumers. Outbound call centers are functioned for telemarketing, promotion of charitable or political donations, market research and debt collection. A contact center is a position for central management of individual communications comprising of letters, faxes, social media, live support software, e-mail and instant message. A call center has an open work space for call center agents, with work locations that contain a computer for each representative, a telephone set/earpiece connected to a telecom switch, and one or more supervisor locations. It can be self-sufficiently functioned or networked with superfluous centers, often related to a corporate computer system, containing mainframes, microcomputers and LANs. The voice and data paths are progressively linked through a set of new expertise known as computer telephony integration. The connection center is a central point from which all customer connections are managed. Through connection centers, treasurable statistics about the company are transmitted to suitable people, contacts to be followed and data to be assembled. It is usually a part of company’s customer relationship management.
Brainmeasures Call Center Management Certification Course
The Call Center Management Certification course by Brainmeasures is described and explained in detail which clears all the fundamentals of this course. Brainmeasures is an ISO Certified leading online professional certification and skill testing company well known for their high class teaching standards. After getting enrolled in this course, you would receive and E-book that would prepare you for the online test. The Call Center Management certification course would enable you to understand all the facts of call center management and improves proper predicting of call volumes to adequately schedule according to the needs of the call center, but managers also need to be able to account for all activities that will take the representative away from his location. Call center management solutions will also determine the total number of staff required to achieve specified customer service levels and response time objectives.
Expected Salary after completion of Call Center Management Certification Course
The average salary of a Director, Contact Center Operations is around $86,128 whereas that of a Member Contact Center Specialist is $35,000 and the salary of a Director, Customer Support Services is $50,947.
Highlights of the Call Center Management Certification Course by Brainmeasures
The Call Center Management Certification course by Brainmeasures has been discussed at length and will provide you with a deep insight of all its fundamental aspects. Some of the vital points of this online certification course are discussed below:
- Introduces you to familiar challenges and new opportunities.
- Discusses the Blueprint-your customer access strategy.
- Explains the driving sources in customer contact centres.
Beneficiaries of the Call Center Management Certification Course by Brainmeasures
The Call Center Management Certification course by Brainmeasures is really beneficial for the call center staff of almost all the big or small businesses that have their call centers in order to serve their customers. This course would enable you to acquire knowledge related to this area as the benefits of call center management solutions provide benefits in efficiency and productivity. Call center arrangement creates a positive and an encouraging environment for call center agents, a very significant and often unnoticed area of the call center. Call center management can provide enlarged customer satisfaction, optimum enactment, amplified competency and an improvement in employee confidence – an outlay in such a result is worth exploring. Most of the reputed business companies are looking forward to recruit professionals holding such valuable certifications.
Employment Opportunities for Call Center Management Certification Holders
There are numerous job opportunities for Call Center Certification holders. Almost every multinational company or organization have their own functional call centers that are continuously striving to provide excellent customer service. These businesses are constantly looking to recruit individuals with extra qualification and skills which would further enable them to improve their services and help in the progress of their company. Few of the important roles that you can expect yourself to fill are mentioned below:
- Director, Contact Center Operations
- Director of Customer Care
- Director of Customer Support Services
- Member Contact Center Specialist
- Call Center Operations Manager
Call Center Management Certification
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