(1888PressRelease)
October 16, 2008 - Under the partnership agreement, TDS will provide over 50 TCCS training modules and services to meet the increasing demand for professionally trained team leaders, operations managers, workforce planners, quality specialists and frontline agents. TDS and TCCS, both headquartered in the United States, now combine their 30+ years of successful international operations and reputation in servicing contact centers.
Jon Kaplan, President and Founder of TDS, stated, “To support the explosive growth of the call center industry in the Philippines, there is a demand for training programs and supporting services that meet the following criteria:”
• Cost effective
• Developed and delivered by call center industry experts
• Designed efficiently to make the most of training time
• Proven to enable skill transfer quickly in the workplace
• Modular in design to allow selection of most-needed courses
• Available as online option to save delivery and travel costs
• Customizable to fit the unique needs of each organization
• Pre- and post-assessments to measure before and after knowledge
Training courses are available in specialized learning tracks to meet the needs of all levels of call center professionals. Tracks include:
• 10-course Call Center Supervision (supervisors, team leaders)
• 8-course Workforce Planning and Management
• 5-course Call Center Operations
• 5-course Quality Assurance
• 5-course Leadership/Business Management
In addition to the management courses above, the curriculum is rounded out with an 8-course Frontline Fundamentals program available via web or classroom delivery and a 15-module Call Center ABC’s course designed to acquaint new staff with call center operations.
Kaplan explains, “There is an opportunity for significant development for contact center middle managers and specialists in the Philippines. Our partnership with TCCS is very exciting, since it will fill the gap in training courses designed to develop current and future team leads, operations managers, workforce planners and quality specialists. The first-class curriculum has a proven record of success with all types and sizes of contact centers all over the world. Our TDS trainers will join the experienced TCCS faculty to leverage our experience in delivering course content which is aimed at the unique Philippine market.”
Penny Reynolds, one of the founders of TCCS adds, “Our decision to team up with TDS positions TCCS extremely well to provide Philippine contact centers with the very best course content and a cost-effective delivery menu. TCCS understands the need to develop new managers and leaders quickly, and we believe that TDS’ experience in the Philippines, along with their highly competent local trainers in conjunction with our faculty, will ensure value-added content and delivery. We have a long history of providing our clients in North America and Europe with essential knowledge and skills that can be immediately put to use in their centers to deliver a measurable training ROI. This partnership with TDS will ensure that same success in the Philippine market.”
Clients throughout the Philippines can choose from traditional classroom seminars, instructor-led web seminars or self-paced e-learning programs. Students may attend public deliveries of these programs, or TDS can arrange private, customized programs on any topic.
According to Reynolds, “Our web seminar offerings have been very popular. Each web program is packed full of information and is designed to be highly interactive. The 90-minute length allows participants to be more easily released from normal call center duties for a set amount of time each week. The sessions are also very cost-effective since an unlimited number of students may attend via one web/audio connection. For example, if 15 people attend a public web seminar at a cost of $300, the cost per person is only $20. Additional internet connections can be purchased at reduced rates to support multi-site training needs. For those organizations training several individuals over multiple sites, the company’s per person training cost can be substantially reduced.”
For further information, contact TeleDevelopment Services Inc. Philippines by phone (+63.2.631.8230), by email (callcenterschool ( @ ) teledevelopment dot com) or by visiting their website (www.teledevelopment.com/ph
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