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Powerful leadership teams galvanise your people, improve customer experience and deliver significantly increased performance that will turn your organisation into a centre of excellence.

The Calcom Professional Certificate in Contact Centre Management & Strategy™

The Professional Certificate is centred around five 2-day modules together with a variety of learning methodologies, including distance learning, benchmarking, online tutor support and assignments. The qualification is achieved over 6 months.
It is dynamic, motivational and also challenging in style and approach. The professional Certificate in Contact Centre Management and Strategy incorporates everything managers need to know about leading and managing. Calcom's business leadership development programmes address the core business challenges, issues and opportunities within the contact centre environment

  • Driving maximum value from the investment in the customer operation
  • Differentiating the customer experience in an increasingly crowded marketplace
  • Creating and sustaining high value customer relationships
  • Bringing the brand to life
  • Inspiring valuable contribution and loyalty from employees

This qualification programme is designed to not only to equip Managers with the knowledge, insight and skills that they need to realise the potential of their Contact Centre operation, but also to deliver demonstrable impact to the operational performance of the contact centre.

We would love to bring the experience to life for you and discuss.

Course 1

Module 5   10th & 11th September 08

Find out more today ...

Call Kellie on 0845 230 8500 or email amazingpeople@calcomgroup.com now!

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Advanced Workforce Management

Access the knowledge and skills to effectively plan and manage contact centre operations. This programme will give participants the knowledge of the dynamics of both inbound and outbound centres, the differences, the challenges and how to achieve great success- consistently. Our scientific approach will allow delegates to map the needs of the 21st century and meet the mission control culture head on.

Delegates will access the knowledge and skills to effectively plan and manage contact centre operations.

  • Improved quality and efficiency through enhanced capacity forecasting, scheduling, planning and fostering
  • Detailed knowledge of process planning and what to really measure
  • A clear understanding of service levels and resource optimisation & utilisation
  • Manage and run an highly effective forecasting, planning and resourcing centre

Wishing to understand the foundation of resource planning and capacity management in Contact Centres?

Would you like to find out more? Call us on 0845 230 8500 or email amazingpeople@calcomgroup.com now!

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Advanced Performance Management

The Performance Management process provides an opportunity for the employee and manager to discuss development objectives and jointly create a plan for achieving those goals. Without question the role of the Contact Centre Manager is demanding and managing performance across a broad range of channels, functions and sometimes locations is a challenge. This programme equips managers with the skills to create a Performance strategy and set strategic goals that are aligned through the organisation and use MI to make key management decisions that will drive the business forward

  • Greater impact in Performance Management
  • The financial dynamics of Performance Management
  • Translating data into powerful performance information
  • A clear understanding of the system vs. the culture of performance management

This programme will focus delegates on the skills to improve the performance of both teams and individuals through Calcom’s Pimms Model specifically developed for the Contact Centre environment.

Would you like to find out more? Call us on 0845 230 8500 or email amazingpeople@calcomgroup.com now!

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Advanced Service Optimisation

Driving customer service is a key part of any Customer Service Manager role and in an increasingly competitive market place service is often the only differentiator. So how do you get that competiive edge? Calcom have built this programme to engage delegates in benchmarking service and really stretching their thinking around service delivery. Managers are inspired to become an ambassador for service and learn how to take responsibility for service across the organisation

  • Develop awareness and motivation to take responsibility for service across all areas having an impact on the customer experience
  • Benchmark using Calcom’s Service 10
  • Step up and develop a proactive positive approach to customer service using Cacloms S-Factor and Choices Model
  • Improve the Who and the How of influencing in order to have impact on the way we deliver service

Take responsibility and together drive service.

Would you like to find out more? Call us on 0845 230 8500 or email amazingpeople@calcomgroup.com now!

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Advanced Talent Management

The key to unlocking an organisations potential is its people-getting the right people in the right roles the first time and keeping them is imperative to its success. This programme provides delegates with the ability to build and execute a recruitment strategy that embraces and delivers the people talent for their contact centre. Students will get a full understanding of the importance of ‘getting the right people and keeping them’ and how to deliver bottom line results that are essential to the future success of their organisation.

  • Build a best practise selection and recruitment strategy that reflects corporate brand values and business goals
  • In depth understanding of competency frameworks and the associated costs
  • Detailed facts of the true cost of recruitment and retention and the benefits of getting it right first time and every time
  • Proven communication patterns as means of assessment, rapport building, interviewing and matching skills
  • Develop motivational incentive programmes to reward and retain staff

Ensure you have the required knowledge to find and keep incredible talent for your organisation.

Would you like to find out more? Call us on 0845 230 8500 or email amazingpeople@calcomgroup.com now!

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Management & Strategy™

Would you like to find out more? Call us on 0845 230 8500 or email amazingpeople@calcomgroup.com now!

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Strategic Management & Planning

The role and responsibility of a modern Contact Centre executive is ever increasing and the scope of the position is constantly changing. This intensive executive programme will offer an interactive forum to learn and discuss with other senior Contact Centre leaders. Delegates will explore the future of the industry and develop best practise skills for ensuring that they and their organisations are successful in the developing Contact Centre Market.

  • Develop strategy to increase customer value
  • New insight into Next generation Contact Centres – Discover the 2010 customer requirements
  • Explore the customer journey to increase value and decrease demand
  • Understand new technology and development
  • Moving your contact centre from Cost to Profit to Value Add

Would you like to find out more? Call us on 0845 230 8500 or email amazingpeople@calcomgroup.com now!

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Advanced Presentation Skills

Delivering exciting and engaging presentations is key to a number of roles within Customer Management. Calcom’s APS programme takes delegates on a journey of self awareness and discovery and to develop the confidence and skills to deliver powerful presentations.

  • Creating engaging presentations
  • Preparing for delivery
  • Power of You – delivering with confidence and conviction
  • State management techniques to deliver on the day
  • How to engage with everyone through deep rapport in group situations

Demonstrate the key steps in preparing for a presentation Plan and deliver an effective presentation

Would you like to find out more? Call us on 0845 230 8500 or email amazingpeople@calcomgroup.com now!

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Directors Masterclass

Calcom’s Masterclass addresses the strategic agenda defining the transformation of Customer management organisations from second generation to next generation through

  • Understanding Higher Profitability and Margin
  • Building loyalty, value and trust with employees and customers
  • Maximising revenues
  • Creating new ways to optimize channel opportunities
  • Achieving customer expectations in a challenging world

The Masterclass is a powerful programme that explores strategies and commercials in a next generation world. Addressing the real challenges and opportunities for organisations going forward, the Masterclass is designed to explore, share and generate new idea’s whilst understanding today’s successful industry examples

Would you like to find out more? Call us on 0845 230 8500 or email amazingpeople@calcomgroup.com now!

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Executive Mentoring & Coaching

Calcom provides integrated and powerful coaching programmes for Directors, heads of customer service, site managers, management support teams and leadership teams. To provide the leadership team with

  • Increased skills and capability
  • Higher levels of expertise to manage customer service
  • One to one work and development
  • Personal impact

Calcom’s unrivalled expertise in customer management enables these programmes to be highly meaningful and impactful on performance, capability and productivity of the individual and also the teams which they manage and lead.

The programme works brilliantly with an entire team or with individuals to support, nurture and grow your leadership team.

Would you like to find out more? Call us on 0845 230 8500 or email amazingpeople@calcomgroup.com now!

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"I am delighted that the CCA has accredited these qualifications from Calcom. We firmly believe that raising standards and building a profession is vital in developing today's customer contact management teams."

Anne-Marie Forsyth

Chief Executive Officer

Customer Contact Association

Different ways to run a course

"Being new to a Contact Centre environment, it was a struggle to understand how I could best support my colleagues and deliver the very best to our customers. Completing the Professional Certificate with Calcom gave me the tools to understand what drives the Contact Centre, interpret the bewildering array of MI that it generates, and to ensure that we routinely challenge our perceptions about how to deliver a great customer experience. The experience and support I received from Calcom has made them our provider of choice for Contact Centre management training."

Ian Mackenzie

Head of Customer Services

Sesame Services Ltd