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International Endorsement & Education Partners

  Certified Customer Service Analyst and Auditor (CCSA)

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For schedule & registration, please click here


Overview & Objective

This two-day course will cover advanced analytical techniques used in the customer service centers, data interpretation and how to take action based on this analysis. The course will also take you through a real life case study of the benchmarking of customer service centers in Hong Kong, Taiwan, Singapore and Malaysia.

Participants will learn techniques on data preparation and presentation to management for extensive customer service performance reporting. Participants will also equip themselves with a comprehensive understanding of auditing techniques used in customer service centers and to ensure Customer Service Quality Standards are implemented and followed. In addition, participants will have a greater understanding of the need to perform periodic audits and how to measure success.

Course Discussions and Exercise
Lots of Peer-to-Peer consulting opportunities and exercises allowing participants immediately apply the contents that they have learnt in class. In-class activities are designed to accommodate a broad range of Contact Center environments.


Certification Procedures
To achieve the certification, participants should attend the above two-day training and complete an on-line written examination and submit a CCSA project paper.

Each participant has 1 month from the course date to complete the written certification exam. The written exam takes approximately 1 hour. All exams are on pass / fail basis. If necessary, a Certified Instructor will review your exam and project with you and help you plan for success.

Who Should Attend
Suitable for all levels of staff from Directors to Professionals involved with CRM Analytics, Contact Centers/Customer Services, Sales and Marketing. Prior knowledge of Contact Center is an advantage but not essential.


Course Outline

World-Class Customer Service Framework
• Strategic Value of Customer Service
• World Class Foundations
• The Need and Benefits of Standard
• Customer Communication Strategy

Customer Service Center Analysis
• Customer Metrics and Measures
• Calculating call / customer service transaction volume & staffing requirements
• Customer Experience Audit
• Customer Contingency Plan
• Customer Behaviour Analysis
• Trend Analysis, Prediction and Prevention

Quality Assurance
• QA Systems, Tools and Implementation
• QA Problems and Preventions
• Mystery Shopping Program Success Factors
• Customer Feedback and Reporting
• Compliance Measurement
• Review Frequency

The Customer Service Quality Standard and Site Audit
• International Quality Standards and Certifications
• Audit Technique and Score Card
• Management Responsibilities
• Resource Management
• Process Management
• Performance Measurement
• Integration with the Balanced Score Card

Process Improvement and Problem Solving
• Creating and Mapping Customer Service Processes and Workflow
• Measuring Process Performance
• Business Process Improvement
• Business Process Reengineering (BPR)
• Problem Solving and Root Cause Analysis

Best-in-Class CRM Benchmarking
• 360 Degree Benchmarking & Improving for World Class Standards
• Customer Satisfaction Measurement
• Mystery Calls and Mystery Shopping
• Process & Performance
• Technology

Customer Service Statistics and Numbers
• Key Performance Indicators and Metrics
• Definitions, Measurement & Improvement
• Analysis and Reporting for Management Review

Knowledge Management
• Knowledge Management Key Success Factors
• Successful Measures and KPI’s for KM
• Develop the Customer Service Knowledge Management (CSKM)
• ROI on Knowledge Management


For schedule & registration, please click here