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www.insights-me.com
Contact: Dominick Keenaghan
Email: insights@emirates.net.ae
Telephone: +971-4-3329211
Fax: +971-4-3329290
Mobile: +971-50-659 5406
PO Box 28794
Dubai, United Arab Emirates
Dubai, UAE-based INSIGHTS has long championed the cause of call centre management certification in the Middle East and has developed a unique set of classroom-based, multimedia materials, method and process that both deliver CIAC Certification content and maximise learning in preparation towards the CIAC Certification credential. Uniquely, the INSIGHTS CIAC Certification training courses recognize the primacy of behavioral characteristics and incorporate classroom sessions to help candidates sharpen behavioral skills
INSIGHTS programmes incorporate the following stage elements:-
- Classroom training- Distance learning & online content- Marked assignments- Ongoing progress feedback- Test techniques- Refresher sessions
Classroom Training
The key to an INSIGHTS course is a unique classroom experience that simultaneously delivers, entertains and inspires – edutainment, if you will.
Distance Learning & Online Content
In between classroom sessions, students review classroom sessions, and study both INSIGHTS-developed and other recommended reading such as the seminal “Call Centre Management on Fast Forward” book. Students can also access course material and course testing results online.
Marked Assignments
Distance learning is structured around marked assignment milestones. Typically these run fortnightly and are based on a major competency domain topic, e.g. Establish and Action Service Level and Quality Objectives.
Ongoing Progress Feedback
As part of their marked assignment exercise, students are given written feedback to help them see where they have erred and where they need to improve in subsequent assignments.
Test Techniques
Separate classroom sessions are held to familiarize students with the exam format and to instill and practice proven exam tips and techniques.
Refresher Sessions
These sessions are an opportunity for course material to be reviewed and clarified. Typically a refresher session would be held 2-3 months following the initial classroom sessions.
INSIGHTS CIAC CERTIFICATION COURSES
Applying the above, INSIGHTS has designed a comprehensive cycle of multi-layer sandwich modules addressing each of the four CIAC Certification competency areas: People Management; Operations Management, Customer Relationship Management; and Leadership and Business Management.
A typical INSIGHTS CIAC Certification programme cycle would look like this:
Example: CIAC-Certified Operations Manager (CCOM)
Competency Domain: People Management.
A)
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Stage
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Description
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Time Frame
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1.
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Classroom Training: 3 Days
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Start
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2.
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Distance Learning: Identify Requirements & Execute Staffing Plan
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3.
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Marked Assignment & Feedback: Identify Requirements & Execute Staffing Plan
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+ 2 Weeks
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4.
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Distance Learning: Identify Training Requirements
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5.
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Marked Assignment & Feedback: Identify Training Requirements
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+ 4 Weeks
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6.
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Distance Learning: Monitor & Manage Individual & Team Performance
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7.
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Marked Assignment & Feedback: Monitor & Manage Individual & Team Performance
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+ 6 Weeks
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8.
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Distance Learning: Effectively Manager Human Resources
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9.
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Marked Assignment & Feedback: Effectively Manage Human Resources
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+ 8 Weeks
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10.
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Distance Learning: Create & Lead Teams
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11.
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Marked Assignment & Feedback: Create & Lead Teams
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+ 10 Weeks
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12.
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Classroom Sessions: Test techniques & Refresher + CIAC Certification Practice Test
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+ 12 Weeks
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13.
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Take CIAC Certification Assessment
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To Be Decided
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The above 3 month cycle would be repeated for B) Operations Management; C) Customer Relationship Management; & D) Leadership & Business Management.
For CIAC-Certified Strategic Leader (CCSL) and CIAC-Certified Operations Manager (CCOM) candidates, further classroom sessions are held to help sharpen the behaviour competencies required for a successful 360° Review.
E: Classroom Training: Behavioural Competencies: 2 Days (360° Review Preparation)
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