Management Roles
Different. Inspiring. Real world. Paradigm changing. Fun. Practical.
OmniTouch's Management Training programs represent the industry standard in senior level Customer Contact education.
- We offer programs across 3 broad categories to provide Clients with an opportunity to choose a focused training intervention or develop an entire curriculum.
The Leadership Series and CIAC Certification
For management roles we provide a robust series of Leadership courses which were developed specifically for the Customer Contact industry.
These courses are suitable for senior management, operational management and critical support functions including Human Resources, Training, IT, Forecasting & Scheduling, Legal, Quality Assurance – essentially any management level role that has a stake in the Customer contact environment.
- The Leadership series addresses industry knowledge related to 4 specific domains, each of which has its own defined training program -
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- Operations Management
The Operations Management program is designed to equip mid to senior management with a comprehensive understanding of the operational dynamics and key planning processes inherent in the Call Centre environment.
Topics covered include establishing and managing Service Level and Response Time metrics, managing Wait Time in real time, understanding the full range of Call Centre metrics and interrelationships, forecasting and scheduling, understanding queuing dynamics, planning for trunk load and trunk lines, understanding key Call Centre technologies and learning the principles of Call Centre design and disaster recovery.
This is one of our most popular programs and represents the best source of Call Centre operations knowledge available. This course also prepares individuals who choose to pursue the CIAC Certification examination in Operations Management.
- People Management
The People Management program is designed to equip mid to senior management with a comprehensive understanding of people management topics in the Call Centre environment.
Topics covered include organizational design and its impact on people, the job evaluation process, developing and implementing staffing plans, recruitment and hiring practices, developing and implementing training plans, performance management, motivation and morale and human resource practices.
This course also prepares individuals who choose to pursue the CIAC Certification examination in People Management.
- Customer Relationship Management
The Customer Relationship Management program is designed to equip mid to senior management with a comprehensive understanding CRM from both the Call Centre and organizational perspectives.
Topics covered include the 12 Key Principles of CRM, Customer segmentation strategies, measuring Customer satisfaction and loyalty, understanding Customer expectations, comparing and contrasting survey methodologies, the definition and role of key CRM metrics, establishing cross-functional processes and the role of technology.
This course also prepares individuals who choose to pursue the CIAC Certification examination in Customer Relationship Management.
- Leadership & Business Management
The Leadership & Business Management program is designed to equip mid to senior management with a comprehensive understanding of utilizing leadership and business management practices in the Call Centre environment.
Topics covered include the role of Vision, Mission and Values, qualities and characteristics of effective leaders, the unique Call Centre environment and the impact on planning and budgeting, understanding financial concepts and interpreting financial statements.
This course also prepares individuals who choose to pursue the CIAC Certification examination in Leadership & Business Management.
Here is what our participants have to say about their experience with the Leadership Series and CIAC Certification.
Senior Manager-Financial Analyst
People Support, Philippines
I would recommend this course specifically to our executive team as well as the CFO.
Manager – Customer Service Delivery
Bharti Cellular Limited, India
Primarily this course should be attended by leaders / people at the Supervisory level itself, it will give a lot of insight on how is a Call Centre. I felt that I should have taken this course at least 3 years before.
Head of Assistance
International SOS, Singapore
I would recommend the Operations Management course to new managers who need overview of Call Centre operations. Daniel is able to convey concepts clearly; I like the pragmatic approach to interpreting Call Centre KPIs.
Course material across the 4 Leadership programs may also be restructured, combined or customized to meet your objectives.
Participants in the Leadership programs may also opt to pursue the internationally recognized CIAC Certification credential. OmniTouch is a recognized CIAC Certification Consortium Partner making it one of the few training organizations worldwide that is authorized to deliver the CIAC Certification standard.
To learn more about CIAC Certification please visit the CIAC Certification website at www.ciac-cert.org.
ICMI Flagship Programs for Contact Centre Education
OmniTouch is the Global Partner for the International Customer Management Institute (ICMI), the industry leader in Contact Centre training, conferences, memberships and publications.
- We offer the following flagship ICMI courses –
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- Essential Skills and Knowledge for Effective Call Centre Management
Attend ICMI’s flagship seminar and build a solid foundation for successful Call Centre management. You’ll learn breakthrough strategies and techniques you can apply for years to come to ensure extraordinary customer service and achieve your personal career goals
- Measuring Call Centre Effectiveness
Sort through the maze of contact center data to determine the metrics that drive success in your center. Identify what should be measured, why it should be measured and how to collect the data that counts.
- Workforce Management – the Basics and Beyond
The importance of “having the right staff and supporting resources in the right places at the right times” is as crucial as ever to Contact Centre success. Learn how to create a planning culture that drives consistently improved performance.
- Monitoring & Coaching for Improved Call Centre Performance
An effective Monitoring & Coaching process drives a variety of strategic objectives including personalized staff development, capturing the Voice of the Customer, improving business processes and more.
This course provides a structured step by step approach to designing, implementing or tailoring an effective Monitoring & Coaching program. In addition to a complete guide to the course, participants also receive a significant amount of sample templates, worksheets and articles from industry experts to help guide implementation following completion of the course.
This course is an ideal companion program to the Essential Coaching for Success training program which can be found in the ‘Improving Business Results Series’ category.
ICMI programs represent the pinnacle of Call Centre education and are delivered exclusively by our Trainers who have achieved ICMI Certified Associate status
As with all training programs delivered by OmniTouch, course content can be customized to meet your internal objectives.
Here is what our participants have to say about their experience with the ICMI Flagship courses.
Team Manager
Westpac, Australia
Better understanding of monitoring queues, managing emails + faxes, adherence to schedule, AHT etc.
Quality Assurance
New Zealand Police, New Zealand
Yes, the course was excellent! Learnt a lot!
Operations Manager
Singapore Press Holdings, Singapore
Exceeded expectations!
The Improving Business Results Series
- In our Improving Business Results series we provide programs that deliver targeted results based on your specific objectives and business environment.
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- Essential Coaching for Success
Frontline team members represent the organization to its Customers and the manner in which they handle Customer contacts can make or break satisfaction and loyalty. The key to their success rests on the capability of their Supervisors and Managers to coach them to higher levels of service and sales performance.
This course addresses the reasons for coaching, making time for coaching and the ‘how to’ coach successfully using our proprietary 7-Step Coaching Process. Through significant workshop and role-play activity, participants will leave this course with a solid foundation to begin coaching staff or tailoring existing approaches to coaching.
This course makes an ideal companion to the ICMI Monitoring & Coaching for Improve Call Centre Performance program.
- Sell the Upsell – Implementing a Successful Upsell Program
Generating revenue and encouraging Customers to take advantage of unique opportunities is a significantly growing part of the Customer contact industry. This course addresses how to design and implement a successful upsell / cross-sell program.
Through extensive workshop and role-play activity, participants will build their own Sell the Upsell Table right in the classroom.
- Telemarketing Operations Management
Successful telemarketing campaigns result from effective planning as well as a strong understanding of what metrics to measure and how to interpret metric results. This course addresses how to set-up and manage a telemarketing campaign to drive better results and interpret market intelligence.
In addition, the course unlocks the answers to common telemarketing questions including how to keep staff motivated, how to define productivity and conversion success and identify root causes of challenges.
Here is what our participants have to say about their experience with the Improving Business Results series programs.
Supervisor
Maxis Mobile, Malaysia
It was an excellent course. I learnt and further enhanced my knowledge in coaching for Call Centre.
And I feel all team leaders and quality specialists should attend this important course.
Telemarketer
The New Straits Times, Malaysia
The course has made me to look at the problem with a different angle and I learnt how to overcome problems by not giving a defensive reply.