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[Paid Training] Contact Center Indonesia Certification for Quality Monitoring Professional

168Solution

Tuesday, January 15, 2019 at 8:30 AM - Wednesday, January 16, 2019 at 4:30 PM (WIB)

[Paid Training] Contact Center Indonesia Certification...

Ticket Information

Type End Quantity
REGISTER
Investment Rp 6.900.000,-/participant, the stated investment cost does not include VAT 10% and will be attached SKB (Surat Keterangan Bebas PPH 23). 5% discount off public course fees is available when three or more individuals from the same organization register for the same public course together. Training costs include the participants' package of training kits, 2x coffee break (snack) and lunch also certificates for trainees. The investment cost does not include allowance and excludes the cost of lodging and transportation costs for participants from and or to the place of training.
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Event Details

Quality monitoring task is to plan, measure, monitor and develop quality of service contact center. The Quality Monitoring Professional is responsible for working closely with the Sales and Customer Services teams to ensure the quality of sales are adhered to consistently. The QMP will be responsible for monitoring and providing feedback to Sales and CS management to drive improvements and consistency.

Contact Center quality management systems have evolved over the years, increasing the efficiency and effectiveness of monitoring and managing agent performance. But most quality management systems today still focus on individual agent performance, neglecting the bigger picture: overall business quality. Now, quality management is advancing. A higher standard infuses the performance improvement process with innovative analytics capabilities, going beyond individual agent performance to optimize quality at the business level.


Training Objective

Participants gain the knowledge and understand the role and function of Quality Monitoring in Contact Center environment, to drive improvements and service quality consistency.


Learning Materials

  • Process Quality Monitoring in Contact Center
  • Identify attributes, definitions and forms to be used in Quality Monitoring
  • Preparation of Quality Monitoring form
  • The process of sampling and measuring the sample size
  • The relationship between Quality Monitoring with the end-user satisfaction Contact Center
  • Framework for the provision of coaching and feedback


Should Attend

CCIC Quality Monitoring Professional training course is ideal for:

  • Front-line contact center and help desk professionals, and team leaders
  • Quality assurance professionals, coaches, and mentors that lead, evaluate quality, and develop front-line contact center and help desk service professionals.
  • Team Leaders/Supervisors, Business Process Team and All Management Roles in Call Center


Time & Place

  • Jakarta, Jan 15-16, 2019 (2 days), starting from 8:30 to 16:30 PM.
  • Training location at office 168Solution, Jl. Sultan Iskandar Muda No. 7 Gd. Aquarius Lt. 2 Arteri Pondok Indah, South Jakarta – 12240.


Investment

  • Rp 6.900.000,-/participant, the stated investment cost does not include VAT 10% and will be attached SKB (Surat Keterangan Bebas PPH 23). 5% discount off public course fees is available when three or more individuals from the same organization register for the same public course together.
  • Training costs include the participants' package of training kits, 2x coffee break (snack) and lunch also certificates for trainees.
  • The investment cost does not include allowance and excludes the cost of lodging and transportation costs for participants from and or to the place of training.


Term & Conditions

  • Training is conducted with a minimum of 5 participants.
  • Registration  at least 1 week prior to the training.
  • Cancellations within 3 days before the training date are not eligible for a refund of registration and the invoice process remains in place.
  • If the participant is declared not to pass the certification test, the participant can apply for retest and only charge Rp 1,800,000,- excluding 10% VAT.
  • In case of force majeure (flood, earthquake) and impact to cancellation, 168Solution will reschedule the training or refund in accordance with the registration fees.


contact-center-indonesia-certification-quality-monitoring


For further information and investment fee, please contact:

Sugi Yanti
Contact: +6221 7293311 or +62 83898888 168 (Phone/SMS/WhatsApp)
Email: public.class@168solution.com

Have questions about [Paid Training] Contact Center Indonesia Certification for Quality Monitoring Professional? Contact 168Solution

When & Where


PT. Satu Enam Delapan Solusi
Gedung Aquarius, JL Sultan Iskandar Muda, No. 7, Arteri Pondok Indah
Kebayoran Lama, Daerah Khusus Ibukota Jakarta 12240
Indonesia

Tuesday, January 15, 2019 at 8:30 AM - Wednesday, January 16, 2019 at 4:30 PM (WIB)


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Organizer

168Solution

PT Satu Enam Delapan Solusi or called 168Solution was established in December 2009 as also successfully implemented Best Practice Framework for Call Centers that helped our clients align service standards with international call centers. We are known to be resourceful in practical ideas that results in solution and successful implementation.

Since the beginning, with its strong commitment to handle the call center project management (which has now grown into a contact center), 168Solution offers a wide range of learning programs from public training to customized in-company (in-house training), workshops and coaching programs (consulting) for contact center.

Up to today, 168Solution has worked with companies/organizations from Telecommunication Company, Banking & Central Banking, Financial Services, Insurance, Transportation, Hospital, etc.

168Solution consistently delivered various training and event which is related of contact center and project management workshop programs for hundreds of professional at contact center across Indonesia.

 

 

WHY US?

There are several reasons why 168Solution are the best partners for your professional in the contact center:

 

Dedicated Professional Team

The team led by Grace Heny. She was a professional in the Indonesian contact center industry with 15 years of experience setting up and managing in-house and outsourced contact centers. The industries ranging from telecommunication to banking in Indonesia. Our company currently employed 20 personnel, all with highly qualified contact center experience.

 

Key Personnel Certifications

Our personnel are qualified, proficient in English and Indonesia language. 168Solution team members are internationally certified with local practical knowledge credited with a list of successful projects with clients in various industries. Added with local knowledge and international contact center certifications, among others:

  • CCIC Management Consultant and Registered Proctor in Indonesia in collaboration with
  • Contact Center Best Practice from Global Association ContactCenterWorld.com year 2011 up to Year 2017
  • Customer Operations Performance Center - Registered Coordinator (www.copc.com)
  • Yellow Belt Six Sigma Contact Center (www.copc.com)
  • Call Center Industry Advisory Council Management Consultant
  • Contact Center Technology Certified (Siebel CRM)

 

Support for Success

We have also successfully implemented Best Practice Framework for Call Centers that helped our clients align service standards with international call centers. We are known to be resourceful in practical ideas that results in solution and successful implementation.

 

Dedicated Professional Team

168Solution team is a fully dedicated one with integrity in training & consulting the contact center area because our facilitators are contact center practitioners. Our clients & partners will always be able contact our representative anytime before and after the program is delivered. They can develop a sustainable professional development program at the contact center for continuous improvement in the future without having to re-inventing the wheel.

 

CONTACT US

 

Jl. Sultan Iskandar Muda No. 7 – Aquarius Building, 2nd Fl, Arteri Pondok Indah | South Jakarta | 12240

Phone: (021) 729-3311 | mobile: 0838-98888-168 (phone / SMS / WA)

Fax: +6221 729 4528

e-mail: public.class@168solution.com

web: www.168solution.com

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