More than any other role, your Frontline team members represent the organization to Customers. They are the personality, voice and ears of your company.

The Certification of Excellence (COE) was designed to equip your Frontline team members, whether in the Contact Centre of Face to Face environment, with the knowledge and skills needed to -

• Communicate effectively with Customers
• Gain a better understanding of their environment and why their job is so important to the company
• Measure their own success

The key benefits of Frontline certification

The benefits of offering your team members a certification opportunity are tremendous and include –

• Professionalism of the Frontline job role leading to greater job satisfaction and retention – one Client has already experienced a 30% decrease in turnover as a result of COE


• Enhanced Customer interaction skills across service, sales and technical support competencies – leading to greater Customer Satisfaction and revenue


• Standardization of industry terminology and principles leading to ease of communication and understanding across functions and levels in the organization


• Certification provides a window into the level of participation and return on investment for training initiatives – very popular with Human Resource and Organizational Learning professionals!

Complete the Certification of Excellence Global version or Design your Own Certification of Excellence Curriculum – it’s up to you!

Different organizations have different sets of objectives. This is why we provide for maximum flexibility in program design and implementation to help your organization achieve its objectives.

The Certification of Excellence Global Version

To complete the COE Global version, participants must successfully complete 3 core training programs and 3 certification exams, one exam for each program. Exams can be administered either at the end of the program or scheduled at a later date.

The 3 core training programs that comprise the COE Global version are -

• The Dynamic Call Centre
• Service Skills for Outstanding Customer Service
• Understanding the Customer Experience

Programs can be run in any order and over any timeframe while program content can and should be customized to suit your specific industry and environment.

Design your own Certification of Excellence curriculum!

For organizations with very specific objectives or that choose to provide a fully integrated curriculum for the Frontline, we provide the opportunity to develop and implement a completely customized COE curriculum.

Every program in OmniTouch’s Supervisory and Frontline Training curriculum is available in both certification and non-certification versions. (To view our entire list of Supervisory and Frontline Training programs please click here).

Simply review your organizational objectives, and allow us to work with you to determine program selection, structure, customization and roll-out.

To learn more about designing your own COE curriculum contact Ms. Rosaline Oh at +65 6324 4844 or rosaline.oh@omnitouchinternational.com.

License the Certification of Excellence for delivery by your own team!

Many of our Clients have large scale and geographically distributed operations that make it cumbersome to conduct training using external resources.

To respond to this need, OmniTouch provides for a comprehensive licensing opportunity for COE which includes appropriate customization of content, Train the Trainer activity, handover of courseware and even follow-up Quality Assessment to ensure that the organization’s internal Trainers are delivering COE to standard.

Along with ICMI we have licensed COE content to organizations around the world.

To learn more about licensing opportunities please contact Ms. Rosaline Oh at +65 6324 4844 or rosaline.oh@omnitouchinternational.com.