IGOOSHA: internationally orchestrated call center skills certification system v.1, June 2010 Marian J. Kostecki, Ph.D. MasterPlan.

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 ::

Interested?

Let’s talk.

Write to me.

[email protected]

www.masterplan.pl

[email protected]