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How to plan a professional career in the BPO and Contact Centre Environment

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

  1. 1. 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
  2. 2. The BPO Sector in 2013 Transient Job Dead End as a career Cant see prospects Where to from here?
  3. 3. Anatomy of Career Growth Opportunity Step up career Growth What can I do with Call Centre Experience? Basis for career opportunity?
  4. 4. Why not use your Call Centre Job to build a future career? Options: Management Human Resources Marketing Communications
  5. 5. 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..
  6. 6. 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)
  7. 7. 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…
  8. 8. 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
  9. 9. Requirements for designation Further Education Training Diploma Contact Centre Management Level 5 Work Experience at least 5 years
  10. 10. 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
  11. 11. 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
  12. 12. Requirements for designation National Certificate in Generic Management Level 5 Operated as a Contact Centre Manager for over 5 to 10 years
  13. 13. 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
  14. 14. Getting Practical… How to plan your career Capitalize from professionalism Personal Strategic Plan…?
  15. 15. Infomage Rims Group Contact Centre L3 Marketing L4 Management L5
  16. 16. Training versus RPL The blended model E-learning Assessment Corporate clients
  17. 17. Funding Cash Easy payment plans
  18. 18. Where to apply www.infomage.co.za Email me : proff@infomage.co.za Call us 011 886 2727
  19. 19. What else can we help u with? Skills Audits Corporate Qualifications Frameworks QMS design for Cal Centres SkillsBook for learners & staff
  20. 20. Questions…? Thank you!
  • SamarKhusroo

    Jan. 16, 2020
  • amiwe

    Apr. 24, 2016
  • TariqueSiddiquiMts

    Oct. 31, 2014
  • FayeunRufus

    Sep. 18, 2013

How to plan a professional career in the BPO and Contact Centre Environment

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