CERTIFIED CONTACT CENTER TRAINER (CCCT)

CERTIFIED CONTACT CENTER

TRAINER (CCCT)

| info@ | +603 7728 2623

Duration : 3 days

Venue : Kuala Lumpur

Workshop Description

Training in the Contact Center is indeed a different ball game altogether. The contact center

environment is a very dynamic one and everything from systems, processes to people

undergoes changes consistently. Keeping up with these changes and training of new agents is

the bulk of the contact center trainer¡¯s role.

This program focuses on the end-to-end process of the contact center training and development

function. It would include areas that would address issues constantly faced by Contact Center

trainers such as high volume and consistency of New Hire training, monitoring the performance

of agents, establishing a strong foundation and providing a platform for them to grow.

Workshop Learning Objectives

Who Should Attend?

? Understanding the Contact Center Training Management

Cycle

? Managing the Training Cycle within the Contact Center

? Training Needs analysis within the Contact Center

? Understanding the fundamentals of adult learning

? Developing evaluations that would appropriately give

feedback on training

? Sharpening delivery skills and learning how to create

interesting sessions while delivering technical information.

? Contact Center Trainers

? Individuals required to

conduct training in the

Contact Center Environment

Certificate of

completion awarded

by Western Kentucky

University (USA).

Facilitated & Marketed by:

Workshop Chronology

0830

0900

1030 ¨C1045

1300 ¨C1400

1530 ¨C1545

1700

Registration

Workshop Begin

Morning Break

Lunch

Afternoon Break

End of Workshop

Chronology applies for Day 1 and

Day 3.

For Day 3,

1600 ¨C 1800 Examination

Training Methodology

The training methodology will be based on

the ATCEN PEAK methodology. This will

include:

?

?

?

?

?

?

?

High impact short lectures

Lively activities

Multiple negotiation situation role plays

Case study discussions

Video

presentations

of

training

situations

Insightful presentations to the team

Instant feedback from the facilitator

This training is PSMB claimable

Subject to PSMB approval

Certified Contact Center Trainer (CCCT)

Module Outline

Module 1: Introduction

? What is Training and Development in a Contact

Center?

? Introduction to Training in a Contact Center

Environment

? The Role of a Contact Center Trainer

Module 7: Adult Learning Techniques

Preferences of adult Learners

How to build retention

Do¡¯s and Don¡¯ts of Adult learning

Reaching out to agents who do not listen

Different techniques to manage different levels of agents

Module 2: The Contact Center Training and

Development Cycle

? Developing the Holistic View of a Contact Center

Trainer

? Creating a Continuous Learning Culture Within the

Contact Center

? Evaluating Performance Indicators as Means to

Justify Training Needs

? Alignment of Training Plans to Contact Center

Direction

Module 7: Evaluations

Evaluating training effectiveness

Measuring the impact of training on the participants

Coaching and mentoring your participants

Continuous Improvement cycles

Module 3: The Contact Center Training Management

Cycle

? Adults Learn Differently ¨C Creating Agents¡¯ Learning

Responsibility

? 6 Steps of the Training Management Cycle ¨C Training

Needs Analysis (TNA), Session Planning, Training

Materials Design and Development, Training

Delivery, Evaluation Methodology, Writing TNA

Reports

? Creating a Competency Development Plan Based on

Contact Center Roles

? Sourcing for External Help ¨C Vendor Management

Day 2

Module 4: Determining Training Needs

Determining Information Gathering Points for Training

Needs

Establishing a Continuous Feedback and Evaluation

Loop for Training Enhancement

Understanding Customizing for Different Business/

Account/ Project Directions in the Contact Center

Module 5 : Designing Training Workshops

Objective and Goals Development

Creating Relevant and Focused Modules

Different methodologies on training contact center

agents

Designing a Sustainable and suitable New Hire Training

Program

Designing a comprehensive On-boarding plan with

appropriate check and balance

Day 3

Module 6: Developing a foundation on Training and

Development

Inventory Your skills

Designing Interesting Approaches to Technical

Information Training Delivery

Managing Difficult Participants

Difference Between Training and Information Delivery:

Facilitation vs. Lecturing

Delivering Experiential Based Learning

Certification by:

Certificate of Completion awarded by Western

Kentucky University (USA)

Certification is dependent on the following:

? Class Attendance ¨C Minimum 18 contact hours

(6 hours/ day)

? 3-Part Assessment comprising of:

a) Part 1 - 40 Multiple Choice Question (40%)

b) Part 2 ¨C 3 Subjective Questions (30%)

c) Part 3 ¨C 2 Cases of Coaching Plan and

Approach (30%)

An examination score of 80 percent or higher must

be achieved in order to obtain certification.

Certified Contact Center Trainer (CCCT)

Program Facilitator

KEN NG

CEO / Master Trainer

Ken is an industry and globally recognized human performance consultant/ trainer and acclaimed

communicator. Best known for his interactivity and engaging style of presentation and engaging

facilitation, his services are much sought after. He is a Certified Professional Speaker, Certified

Support Manager from Service Support Professional Association of America, Certified Trainer

from Western Kentucky University, USA and holds a BSc in Marketing and Organizational

Communication with more than 25 years of working experience from various industries.

An internationally certified trainer of Service and Support Professionals Association (SSPA) and

Western Kentucky University, USA, Ken is constantly requested to conduct workshops for

individuals of all levels. His expertise and highly interactive approach into people development

has won many accolades from clients and has resulted in countless consulting and human capital

enhancement engagements at Multi-national Companies, Large Local Conglomerates and

Government Linked Companies regionally.

In addition to being passionate about unleashing individual and team potential, Ken is also an

author of numerous white and technical papers, articles and has conducted in-depth research

and studies on sales, marketing, customer contact and the customer experience in Asia Pacific.

He has been highly involved in providing strategic directions for the Asian customer interaction

management industry through summits, congresses, conferences and knowledge sharing

tradeshows. He is nominated by the Customer Relationship Management & Contact Centre

Association of Malaysia (CRM & CCAM) as one of notable judges in the highly recognized CRM

& CCAM awards.

This career people developer¡¯s passion for enhancing human performance also serves as guide

and mentor in developing leaders; Ken first became intrigued and immersed himself into the field

of human capability and potential in the late 80¡¯s while he was still in America. Since then, he has

held a variety of leadership, management and operational roles in various organizations. Ken is

also a pioneer/owner of the first premier cyber cafe chain in Malaysia and has held key positions

in many organizations such as Senior Consultant with the largest Business Process Outsourcing

organization in Asia, Head of Technical Support for the Nokia Care Line (Asia Pacific), consultant

for Microsoft Malaysia¡¯s MSN portal, Marketing Strategist for the Kirby Company, USA to Special

Events Liaison for the University of Oklahoma.

Ken is always enthusiastic to be able to share his experience, knowledge and uncanny insight in

recognizing and tapping into individuals¡¯ hidden potential for both personal and organizational

clients¡¯ success.

CLIENTELE

Companies that have attended ATCEN¡¯s programs:

ACSON Malaysia

AEON Credit

Affin Holdings

Affin Hwang Asset Management

AIG Shared Services

Air Asia

Airfoil Services

Ajinomoto

Alliance Bank

Allianz

Amanah Raya

Amanah Saham Nasional (ASNB)

AmBank

American International Assurance (AIA)

AmGeneral Insurance

Arvato Systems

Asia Assistance Network

Asian Banking School

Asian Finance Bank

Asian NDK Crystal

Atos Origin Services

Automobiles Peugeot

Averis

AXA Affin General Insurance

AXA Life Insurance

B Braun Medical Industries

Baker Hughes Malaysia

Bangkok Bank

Bank Islam (M)

Bank Kerjasama Rakyat (M)

Bank Muamalat

Bank Negara Malaysia

Bank of China

Bank of Maldives

Bank Simpanan Nasional

BASF Petronas Chemicals

BBDO Asia (M)

BD Agriculture (M)

Berjaya Sompo Insurance

BMW Credit (M)

BMW Group (M)

Boustead

Bridgestone

Bristol-Myer Squibb

British Council

Bursa Malaysia

Canon Marketing

CCM Pharmaceuticals

Celcom Axiata

Cerebos (M)

Cigna International Health Services

CIMB Bank

Cisco Systems Malaysia

Citibank Malaysia

Cititel Mid Valley

City Facilities Management

CNI Enterprise

Continental Tyre PJ Malaysia

Courts Mammoth

Credit Guarantee Corporation

CSC Malaysia

Dagang Net Technologies

Daikin Refrigeration Malaysia

Danone Dumex (M)

Dell Asia Pacific

Dentsu (Malaysia)

Dhiraaghu Maldives

DHL Global Forwarding (M)

DHL Information Services

Digi

DKSH Malaysia

DRB-Hicom

Eastern Pacific Industrial Corporation

Edaran Otomobil Nasional

Edaran Tan Chong Motor

Sabah Shell

Malayan Banking (Maybank)

EPSON Malaysia

SAJ Holding

Malaysia Communication &

Esthetics International Group

Sanofi-Aventis

Multimedia Commission (MCMC)

Etiqa Insurance

Sapura Resources

Malaysia Airlines

Express Rail Link

Malaysian Investment Development Authority Sapura Kencana Petroleum

Exxon Mobil Corporation (M)

Sarawak Information Systems (SAINS)

Malaysian Life Reinsurance

F&N Beverages Marketing

SCAN Associates

Malaysian Resources Corporation

F&N Dairies (Malaysia)

SCHOTT Glass

Mandarin Oriental Kuala Lumpur

FCS Computer Systems

Scomi Group

Manpower Staffing Services (M)

Felda Prodata System

SEA ORGA

Mary Kay (M)

Fibertex Personal Care

Securities Industry Development

Mass Rapid Transit Corporation

First City University College

Corporation

Maxis

Focus Malaysia

SEGi College

MEASAT Broadcast Network Systems

Formis Network Services

Senheng Electric (KL)

Media Prima

FPG Oleochemicals

Shangri-La Hotels

Merchantrade Asia

Fresenius Medical Care

Shell

Mesiniaga

Fuji Xerox Malaysia

Siemens Healthcare

Microsoft (M)

Fujitsu Telecommunications

Siemens Malaysia

MIDF Property

General Electric (M)

Silterra

MIMOS

Genting Malaysia

Silverlake

MISC

Gleneagles Kuala Lumpur

Sime Darby

Mitsui O.S.K Lines (M)

Globetronics Technology

Singtel

MSIG Insurance

GRAB Malaysia

Skynet Worldwide

Multimedia University

Great Eastern Life Malaysia

SME Bank

Multi-Purpose Insurance

GCH Retail (M)

SME Corp

Mydin Mohamed Holdings

Gucci (Malaysia)

SNT Global

Nanyang Press

Habib Jewels

Sony EMCS

National Bank of Abu Dhabi

Halal Industry Development Corporation

SP Setia

NEC Corporations of Malaysia

Heidelberg Malaysia

SPR Energy

Nestle Products

Heineken Malaysia

SRG Asia Pacific

Nike Sales Malaysia

HeiTech Padu

Standard Chartered Bank

Nistrans (M)

HELP University College

Star Publication

Northport (Malaysia)

HeveaBoard

StemLife

O¡¯Connor¡¯s Engineering

Hilti Asia IT Services

Sumitomo Mitsui Banking Corporation

OCBC Bank (M)

Hitachi Malaysia

Sunway

Olympus

Honda Malaysia

Suruhanjaya Syarikat Malaysia (SSM)

Overseas Assurance Corporation

Hong Leong Bank

SWIFT Support Services Malaysia

P&O Global Technologies

Hong Leong Yamaha Motor

Symphony BPO

Pacific Mutual Fund

HSBC Bank

Takaful Ikhlas

PayNet

Hua Yang

Taylor's University

PayPal

Huawei Technologies (M)

Teckwah Paper Products

Pembangunan Sumber Manusia (PSMB)

IBM Malaysia

Penang Skills Development Center (PSDC) Telekom Malaysia

IJM Corporation

Tenaga Nasional

Pengurusan Air Selangor

Ikano Pte Ltd

TGV Cinemas

Perbadanan Bekalan Air Pulau Pinang

IKEA Malaysia

The Hilton Group

Pernec

Institut Jantung Negara

The Lion Group

Perodua Manufacturing

International Medical University

The New Straits Times Press

Perodua Sales

INTI College

TIME dotcom

Petroliam Nasional (PETRONAS)

IOI Group Corporation

TNB Ilsas

PETRONAS ICT

IPG Mediabrands

TNT Worldwide Express

Pharmaniaga

Iskandar Investment

Tokio Marine Insurans (M)

PHHP Marketing

Johnson Controls

Top Glove

PLUS

Johor Corporation

Toshiba

Pokka Ace

Jotun Paints

Touch 'n Go

Pos Malaysia

KDU College

Tourism Malaysia

PPG Coatings

Kementerian Kesihatan Malaysia (MOH)

Toyota Auto Body

Prasarana

Kenanga Investment Bank

Toyota Capital

Prince Court Medical Centre

Kerry Ingredients (M)

U Mobile

Prometric Technology

Khazanah Nasional

UEM Sunrise

Proton Holdings

King¡¯s Confectionery

UEM World

Prudential BSN Takaful

KPJ Healthcare

UITM

Prudential Service Asia

KPMG Malaysia

UMW Corporation

Qinetics Solutions

Kraiburg TPE Technology (M)

UMW Motor

RAM Holdings

Kumpulan Wang Persaraan (KWAP)

UOB

Kumpulan Wang Simpanan Pekerja (KWSP) Rapp Collins

UTSB Management

RBC Investors & Treasury Services

Kuwait Finance House

VADS

REDtone International

Lafarge

Vale Malaysia

Reckitt Benckiser

LB Aluminium

Weir Minerals

Rentwise

Lembaga Hasil Dalam Negeri Malaysia

Volvo Malaysia

Lembaga Pembangunan Industri PembinaanResMed

Watsons Personal Care Store

RHB Bank

Lexus

Western Digital

RHB Insurance

L¡¯oreal Malaysia

X-FAB Sarawak

Ricoh (Malaysia)

Luen Heng F&B

Zenith Media

Robert Bosch

Majlis Amanah Rakyat (MARA)

Zurich Insurance

Royal Selangor Marketing

Malakoff Utilities

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