IGOOSHA: internationally orchestrated call center skills certification system v.1, June 2010 Marian...
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IGOOSHA: internationally orchestrated call center skills certification system v.1, June 2010 Marian J. Kostecki, Ph.D. MasterPlan
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Transcript of IGOOSHA: internationally orchestrated call center skills certification system v.1, June 2010 Marian...
IGOOSHA: internationally orchestrated
call center skills certification system
v.1, June 2010
Marian J. Kostecki, Ph.D.MasterPlan
Major certification systems
top-downleaders &
followersfocused on large
companies
IGOOSHA certification system
accomodating large & small companiesculturally
and linguistically differentiate
d but orchestrate
d
global and local combined
translation
of tests
won’t work!
Basic set of skills of any call center consultant
Basic set of skills of telesales consultants
translation
of tests
won’t work!
Main features
initiated by the call center community
placed on-line
carefully standardized & normalized, checked for validity, reliability, and accuracy
equipped with self-study training materials
reasonably priced (cost-effective)
By-products#1: Grade improvement#2: Decrease of variety of skill levels
#3: Blind benchmarking
#4: Internal and external PR#5: motivation
Ale
xan
der
#6: Paths of careers
Flow of inspirations & ideas
scopeformatlevel of
difficulty
tests & materials
reduced costtraining & testingcomparisonsstandardization
$
IGOOSHA:internationally orchestrated certification system
flags are shown for illustration purposes only
Flow of inspirations & ideas
Generating new testing topics :: Developing new forms of tests ::
Finding independent test vendors :: Developing ideas for marketing the project :: Running joint marketing campaigns :: Promotion at conferences, websites, and in publications :: Search for sponsors ::
