How to plan a professional career in the BPO and Contact Centre Environment


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How to plan a professional career in the BPO and Contact Centre Environment

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  • Your introductory or title slide should convey the overall “feeling” and focus of your presentation. For instance, I typically present about small-business trends, new business ideas, growth opportunities or other positive trends. In this sample presentation, I’m talking about new business ideas, so I used a sun graphic in this slide template to convey a positive feeling. Personalize this slide template with your company’s logo. To add a logo to all slides, place it on the Slide Master. To access the Slide Master, on the Themes tab of the Ribbon, click Edit Master and then click Slide Master.Disclaimer: You understand that Microsoft does not endorse or control the content provided in the following presentation. Microsoft provides this content to you for informational purposes only; it is not intended to be relied upon as business or financial advice. Microsoft does not guarantee or otherwise warrant the accuracy or validity of this information and encourages you to consult with a business or financial professional as appropriate.RIEVA LESONSKY Founder and President, GrowBiz Media RievaLesonsky is founder and president of GrowBiz Media, a content and consulting company specializing in covering small businesses and entrepreneurship. A nationally known speaker and authority on entrepreneurship, Lesonsky has been covering America’s entrepreneurs for nearly 30 years. Before co-founding GrowBiz Media, Lesonsky was Editorial Director of Entrepreneur Magazine.
  • I like to speak spontaneously, so I use PowerPoint as an outline to keep me on track. It’s best to keep your PowerPoint text brief, simply reinforcing key points you will talk about at more length. You can use this slide template to convey a series of steps or related points in a short format.
  • I like to use an off-balance layout to keep things from getting too symmetrical. Customize this slide template graphics of your choice, including photos, clip art, your logo or illustrations. Good photos really help cement an idea in the audience’s mind. This slide is animated to display an appropriate image as you introduce each business type.
  • I often use color and graphics to add excitement to a presentation. Just because it’s about business doesn’t mean it has to be staid—you need movement, energy and color, as in this slide template. Use this slide template to illustrate relationships or processes. In this slide, I used it to show how demographic trends create a new consumer group and what products that group purchases. You could also use it to illustrate your sales cycle or relationships among departments in your company.
  • Insert a chart in this slide template to illustrate your topic visually, then use bullets or color to call out key findings or points from your chart in a brief format.
  • How to plan a professional career in the BPO and Contact Centre Environment

    1. 1. Traditional Roles& Perceptions ofthe Call CentreJobI cant getanother JobIt is a deadend JobIt holds noopportunityIt is not acool Job
    2. 2. The BPO Sectorin 2013Transient JobDead End as a careerCant see prospectsWhere to from here?
    3. 3. Anatomy ofCareer GrowthOpportunityStepupcareerGrowthWhat can I do with CallCentre Experience?Basis for careeropportunity?
    4. 4. Why not use your Call Centre Jobto build a future career?Options:ManagementHuman ResourcesMarketingCommunications
    5. 5. See your career as a pathSo you started as a Contact Centre AgentLearn to identify and work with customers; howto understand needs and problems and fix them;gather call centre related data; operate as ateam member; performance manage yourself…Much of these are business functions withmultiple applications..
    6. 6. Requirements for aContact Centre AgentCCS L2 or 3 qualificationFor the designation: Above plus entry examMinimum 2 years of experience – T & C applies..CPD requirements…Joe Soap (CCA)
    7. 7. Requirements for ContactCentre Team LeaderSo you are a Team Leader?You will understand, implement service levelagreements; Monitor and control Contact Centresupport staff; Apply sales knowledge; Identifycustomers; monitor performance; coach others;work with statistics..Management functions, applied…
    8. 8. Contact Center ManagerArticulate operations in either a commercial or emergencyenvironmentAnalyse and use statistical dataManage the quality of operations, service levels andperformance levels and implement service deliveryAssesses the sales environment and take appropriate actionwhere necessaryDetermine and apply rewards and incentives, develop andmaintain contact centre customer databaseLead contact centre team members in diverse environment
    9. 9. Requirements fordesignationFurther Education TrainingDiploma Contact Centre Management Level 5Work Experience at least 5 years
    10. 10. Retaining the designationPerform CPD activities worth 50 points within a 3 year cycleAdhere to the CCMG’s code of conductParticipate in CPD activities as followsEducation and training for up to 10 pointsProfessional development for 25 pointsPersonal development for 15 pointsEnsure that hisher membership fees are paid
    11. 11. Contact Centre ExecutiveInitiate, develop, implement and evaluate operationalstrategies, projects and action plans to improveeffectiveness of the contact centreMonitor and measure performance and apply continuousor innovative improvement interventions in the uniteffectivenessLead and manage a team of first line managersBuild relationships with superiors and stakeholdersApply principals of risks, financial and knowledgemanagement and business ethicsEnhance the development of teams and team members
    12. 12. Requirements fordesignationNational Certificate in Generic ManagementLevel 5Operated as a Contact Centre Manager for over5 to 10 years
    13. 13. Retaining designationAdhere to the CCMG’s code of conductPerform CPD activities worth 50 points within a 3year cycleParticipate in CPD activities as followsEducation and training for up to 10 pointsProfessional development for 25 pointsPersonal development for 15 pointsEnsure that hisher membership fees are paid
    14. 14. Getting Practical…How to plan your careerCapitalize from professionalismPersonal Strategic Plan…?
    15. 15. Infomage Rims GroupContact Centre L3Marketing L4Management L5
    16. 16. Training versus RPLThe blended modelE-learningAssessmentCorporate clients
    17. 17. FundingCashEasy payment plans
    18. 18. Where to me : us 011 886 2727
    19. 19. What else can we help uwith?Skills AuditsCorporate Qualifications FrameworksQMS design for Cal CentresSkillsBook for learners & staff
    20. 20. Questions…?Thank you!