Introduction:

Effective implementation leads to team success. This day-long workshop is designed to introduce call center professionals to the fundamentals of ISO 9000:2001 and examines its relevance to the call center environment. It provides participants with a clear understanding of the benefits ISO 9000 can bring to the company, including problem reduction, improved customer satisfaction, and better bottom line results.

Program Contents:

• What ISO is -history and structure
• Teleprofessional industry reaction to ISO 9000
• The Plan-Do-Check-Act-Do Focus of ISO 9000:2000
• Review of the standard and how its requirements relate to the call center
• How ISO implementation will increase productivity, cut costs and improve customer satisfaction
• Roadmap for ISO implementation

Program Benefits:

• Understand what ISO 9000 is
• Learn the value of incorporating ISO 9000 into the call center environment
• Determine how ISO can reduce problems and improve productivity
• Discuss how ISO certification can drive customer satisfaction
• Learn how ISO can affect bottom-line results

Who Should Attend:

• Teachers, workers, quality managers, in-house experts, and leaders.

Program Duration:

One-day program, 9:00 a.m. to 5:00 p.m.