Customer World News: The second “Outsourcing Operations Manager – Elementary/Intermediate” certification training was successfully held on April 18/20/22. E Fund, CEC Zhiheng, Henan Comservice, Shengjing Bank Credit Card Center Remote Banking Center, Guangzhou Taixin, Beijing Lingke Xinlian, China Unicom Zhiwang, Guangxi Qingrui, China Mobile Online Zhejiang Branch, Beijing Zhongxinjia Managers of relevant positions in customer centers of dozens of well-known enterprises participated in this training.

Opening speech by Mr. Zhao Xi, founder of Customer World Agency

With the increasing complexity of products, services and sales, it is difficult to complete all professional things with the strength of one company. With the refinement of the social division of labor and the gradual deepening of specific businesses by professional companies in various industries, the quality of products and services of professional companies in each exclusive field continues to lead, and the cost is lower. More and more companies choose to find professional companies to do some professional things to ensure better quality and more reasonable costs. We have observed that in the process of two-party, three-party or multi-party cooperation, various problems will arise, including financial problems, coordination problems, and operational problems. These problems require a reasonable system to solve them, so as to avoid business bottlenecks, stagnation and even overall business failure.

This intermediate course for outsourcing operation managers is aimed at problems and is based on the new revised version of CC-CMM EPM2022. Compared with the previous version, the organizational responsibilities are clearer and the specific requirements are more practical and detailed. From the perspective of the overall operation and customer experience of the contracting party, and from the perspective of the healthy financial operation of the sponsor, we can look at the ecological cooperation model of overall outsourcing. From the aspects of overall planning, platform management, business management, operation management, talent management, performance management, etc., it will be sorted out in detail, and comprehensively guide the establishment of a healthy and win-win ecological model.

This course focuses on the following key points:
1. Fully understand the cooperative and win-win outsourcing operation management ecology
2. The focus of management capacity building of outsourcing operation institutions
3. The importance of a good communication system and how to establish it
4. The refinement of job skills and human resources
5. Accurate budget and comprehensive cost control system construction 6.
Concerns and methods for long-term stable operation

The lecturer of this training is Zhang Xinnan, a senior certification consultant of CC-CMM International Standard Certification Organization. Focus on business service management system and digital intelligent application, 16 years of experience in customer operation management. He has been in charge of super-large-scale customer centers for many times, from site selection, decoration and construction to team formation, recruitment of management teams and employees, and delivery of comprehensive work, with excellent performance and customer reputation. It is the first in China to form an AI customer service center that integrates development and operation with the AI ​​development team, and it is the first in the industry to achieve KPI of the intelligent voice business system that exceeds the traditional manual team.

【Training Institution】:

Founded in 2002, Customer World Organization is an industrial development group integrating production, learning and research. Based on the development of the call center industry, focus on the research direction of customer management, and promote the innovation of service science and practice. Provide support services for the development of related industries through media publishing, certification evaluation, industry research, management consulting, exhibition services, industry investment, education and training, human resources and other all-round, multi-dimensional, highly integrated industrial chain basic businesses.

Course consultation:
Zheng Jie: 13718770777, zhengjie@ccmw.net
Zuo Bing: 13466626291, zuobing@ccmw.net Pan
Jiangling: 18510813910, panjl@ccmw.net Zhang Yonghong
: 13581960173, zhangyh@ccmw.net
Qian Yi: 17610031679, qianyi net

Official website: www.iCustomer.com.cn
Hotline : 400-779-7070