About Us
Global Certification
Customer Testimonials
Member Benefits
Best-in-Class Benchmarking
Customer Relationship Awards
Press Release
Contact Us



International Endorsement & Education Partners

  Certified Telemarketing Supervisor (CTMS)

繁體 | 简体


For schedule & registration, please click here


Overview & Objective
This two-day CTMS course will cover the basic and advanced topics in Contact Center Management that enable the participants to increase their awareness and knowledge of the latest development of Contact Center Telemarketing in terms of technology as well as management concept.

The course addresses the importance of managing the Contact Center Team and exceeding customer expectations by elevating service level, customer care and professionalism at the Contact Center. Participants will have an effective learning of Contact Center including required skills and mindset to provide the strategic value to customers and the company and to build a successful team to achieve your contact center telemarketing and sales objectives.

Teaching Activities
Stimulating exercises and Micro Analysis are provided throughout the session, allowing participants to sharpen their telemarketing techniques and to improve their Customer Service skills and mindset. This course is designed to accommodate a broad range of customer service and fulfilment environments.

Certification Procedures
To achieve the Telemarketing Supervisor Certification, participants should attend the two-day course, complete an online exam and submit a CTMS project paper.

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

Who Should Attend
Managers, Supervisors, Team Leaders, Officers and Executives of Contact Centers/Customer Services and people who would like to learn more and join the Contact Center/Customer Service industry. Prior knowledge of Customer Support Center is an advantage but not essential.


Course Outline

World-Class Contact Center
• Contribution of The Contact Center
• Foundation of a World-Class Contact Center
• Customer Contact Matrix
• Service Level Agreement

Coaching and Supervisory Skills
• Fundamentals of Coaching
• Coaching and Communication
• Coaching for Retention
• Coaching Difficult Employees
• Staff Motivation
• Types of Motivation
• Leading and Building A Successful Team
• 4 stages of forming a team
• Achieving Team Targets
• Empowerment & Ownership

Proactive Problem Solving
• Investigation & Problem Solving
• Root Cause Analysis
• Tools and Techniques

Managing Telemarketing Campaign
• Planning a Telemarketing Campaign
• Resources Management
• Call Planning
• Telemarketing KPI’s
• Prioritizing the Resources

Managing Telemarketing Team
• Management of Telemarketing Team
• EQ management (e.g. how to face when low hit rate)
• How to carry on the morale of selling
• Creation the desire
• Sales Time Management

Quality Assurance
• The Corporate Culture: Service Culture
• Service Level Agreement and Management
• Quantitative and Qualitative Metrics
• QA Best Practices
• World-Class Benchmarking


For schedule & registration, please click here