However, their ability to apply their generic skills should accelerate the learning process over what it is today. For example, a manager will have demonstrated the ability to handle workforce planning. He or she will not need to be trained by others on this basic skill, but can be taught instead the company's expectations regarding workforce, service levels and budget considerations. Improve customer service and help retain customers. A call center with certified agents and managers will, depending on the quality of training and certification, more likely deliver better customer service than one that does not.
Certification is a strong indication that the agents and managers have received proper training.
Such training is badly needed industry-wide, claim advocates. What's driving the call for and interest in certification is customer service, so that companies can stay competitive, she says. Certification heightens the agents' competency levels to deal with the customer. If I were a certified agent I could immediately shorten your upset, shorten the calls and the queue that directly impacts your bottom line.