Supervisor Education at Bewith
Because Bewith serves as the face of our client companies by being the point of contact with their customers, the skill and quality of the operators who interact with the customers and the quality of the supervisors who manage and train the operators are very important factors that shape the image of our client companies.
In order to provide high-quality operations, Bewith aims to operate a strong organization that can constantly promote improvement by focusing not only on basic education for operators but also on education for supervisors in a managerial position.
At our in-house department dedicated to supervisor education, supervisors are able to learn practically with our uniquely designed and developed training menus and make use of what they have learned in the operations at their center.
Supervisor certification system to promote self-directed learning
In order for supervisors themselves to engage in “learning” with a sense of purpose, we have established a “supervisor certification system.” The system consists of two required courses where supervisors review and systematically acquire knowledge and skills cultivated in their past experiences, and four elective courses where supervisors can learn according to their own career development goals. Supervisors themselves engaging in “learning” on their own initiative enhances their individual growth, which in turn will be leveraged for better operations at the centers.
Comprehensive original education to supplement specialized skill areas of supervisors
The work of a supervisor includes responsibilities such as center management, customer understanding, marketing, and data managing. Acquiring general knowledge alone is not enough to cover the broad skill areas required for the role.
Bewith utilizes original training programs planned and developed by the department specializing in education in each certification system and other learning. We train supervisors as professionals of center operation and management.
Practical training for real-world knowledge and skills
In addition to lecture-based training, we also offer practical training to develop real-world skills such as critical thinking, action, perspective, and attitude. With small-group sessions, participants are able to provide feedback to their peers which allows them to identify each other's tendencies and ensure steady growth.
Implementation of ongoing training to provide opportunities for constant improvement
Training sessions serve as a place of learning where supervisors can gain insights and apply them to their daily activities for improvement. By regularly providing such opportunities, we foster the creation of opportunities for growth.
For FY2023, we planned for an annual total of 30,000 hours* of education time as we were expanding our educational content in the digital field in addition to our supervisor certification system.
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*The annual training hours are the total hours of training for all supervisors.
Balanced education to maximize utilization of skills
Operators responsible for customer service at the centers are required to have not only business knowledge, but also operational skills, motivation, cooperativeness, and many other factors. Bewith has devised training programs to maximize the development of skills among operators. We design and implement appropriate training programs according to the operational design of our client companies.
Notice regarding certification as a course instructor at the Contact Center Association of Japan (CCAJ) School
An executive officer of our company has been certified as an instructor and is teaching courses at the CCAJ School organized by the Contact Center Association of Japan.
- Courses
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Scripts and FAQs Creation Course - Create effective scripts and FAQs in an efficient manner -
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Training Skills Improvement Course - Learn how to proceed with training and feedback -
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- Instructor
- Hiromi Nakae, Executive Officer and CQO (Quality Control & Human Resource Development) at Bewith, Inc.
For more information regarding the CCAJ School, please visit the following:https://ccaj.or.jp/english/index-e.html
“Illustrated Guide on How to Create and Operate a Contact Center”
Written by an Executive Officer of Bewith
The book “Illustrated Guide on How to Create and Operate a Contact Center,” for which a Bewith executive officer (Quality Control & Human Resource Development) Hiromi Nakae contributed is currently on sale. This book is designed to be useful to anyone that is involved in contact center operations. We encourage those interested to take a look.
