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

Major certification systems top-down leaders & followers focused on large companies

IGOOSHA certification system accomodating large & small companies culturally and linguistically differentiated but orchestrated 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 Alexander

#6: Paths of careers

Flow of inspirations & ideas scope format level of difficulty tests & materials reduced cost training & testing comparisons standardization $

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 ::

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