Here is what our student's have said about The College of Call Center Excellence:
"The American Medical Association Unified Service Center management team participated in The College of Call Center Excellence Leadership Certification Program.
The content was challenging, well organized, and relevant. The program inspired a cross-pollination of good ideas across a diverse group of call center managers."
Gloria Gupta, Director Service, American Medical Association
"I would highly recommend the AT&T College of Call Center Excellence classes, even to people who have experience in call centers.
They actually get more out of it - not only because of exchange of ideas, but because there's a good mix of people in the class."
Joanna Terlecka-Bos, Operations Manager, M&I BankCard Services
"Since attending AT&T College of Call Center Excellence classes, we have implemented several key changes to improve our operations,"
Lopez says. In the scheduling area, Banco Santander now uses call center capacity software to justify headcount and schedule agents more efficiently.
In addition, the company has developed a more appropriate set of metrics to set and track objectives.
The four-day class is user-friendly, practical, and gives you the knowledge to be a leader in customer retention and market share.
As for the critical area of satisfaction measurement and tracking, Lopez says, "New caller contact reporting methods have been devised that have justified all the changes made, and our call center data is now seen as valuable information related to customer satisfaction and loyalty."
Rafael Lopez, Director of Customer Services for Banco Santander Puerto Rico.
"The college's curriculum addresses a variety of topics, from effective capacity planning and forecasting call loads to resource management, recruiting, training and motivating and retaining a first-class team of agents."
"Many successful businesses recognize that call centers need to be managed as a strategic business tool that delivers competitive advantage.
AT&T has enhanced and expanded the curriculum to explore and address current, real-world issues such as improving process measurements and re-engineering management."
Dr Jon Anton, Purdue University
"AT&T College of Call Center Excellence classes were extremely well done and helpful. The material was presented well and was very useful and relevant. I look forward to attending future sessions."
Stephanie Kennedy, Gage Marketing Group
"Quantum Corporation places a great deal of emphasis and importance on our most valued asset, our customers.
To further increase our customer satisfaction and keep our Customer Service call center operation on the cutting edge,
we are using the valuable concepts, technologies, tools and ideas that were presented in the AT&T College of Call Center Excellence program.
I would recommend these courses to any person who is interested in improving his or her call center operations."
Bruce Shadmehri, Technical and Business Support Manager, Quantum Corporation
"I have attended nine call center training classes. AT&T's College of Call Center Excellence program was by far the most useful training I have ever taken. It is run in a professional manner by people who have actually done the job. If you are looking for the best all around training for your contact center management team this is number one hands down."
Comet Brower, Contact Center Manager, SafeHarbor.com
