| Call Center Finance 2-day training class, $1,395  |
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Overview
This call center training course provides a practical approach to cost management. You will study the relationships between all aspects of the organization's cost structure. You will understand where the call center's costs fit in, how to manage your call center's cost, and techniques for reducing your cost without sacrificing performance.
The training seminar covers:
Finance
Review, in simple terms, all aspects of cost including the balance sheet,
fixed versus variable cost, and profit and loss statements. Clear understanding
of how call center costs fit into these arenas is crucial. You will learn
which are critical to a call center management program. The purpose and use
of a budget is explained. Understanding which areas are key for each accounting
function, and what areas are not, builds the basis for our call center cost
program.
Cost Buildup and the Cost System
Establishing a method for call center cost management requires a sophisticated
approach. This approach requires an intimate understanding of all the things
that add cost and cause it to fluctuate. This section will cover how to establish
a cost basis for each transaction and type of call. Unit cost, favorable
and unfavorable variances, standard cost, and the accounting buzzwords will
be explained so that you can truly use or build your cost system.
Operational Cost Reporting
Understanding how to calculate the results is not sufficient for effective
reports. The effective report prerequisites will be covered in a context
of reporting the cost, and also how it impacts cost reduction. The organizational
structure's impact on cost will be explained. You will learn how to integrate
reports, charts, and graphs to improve your help desk information. There
is a difference between raw data and information - you must know how to prepare
reports that will get used. This section deals with data analysis and its
proper interpretation to convert it into information for better decision-making.
Cost Management and Cost Reduction
You must understand what is required to manage your cost, and how to reduce
cost without jeopardizing performance and wait time. By the end of the course,
you will be able to compute your return on investment (ROI) for all purchases,
projects, and improvement initiatives.
Take-home tools include:
- Excel templates for cost analysis
- Notes summarizing the key concepts and principles
- A methodology that will allow you to paint an accurate picture of your call center costs.
Agenda
The Goal
Cost Terminology
Understanding Finance
- Business reporting
- Profit and loss
- Balance sheet
- Budget
- Fixed versus variable cost
- Standard cost
Cost System Preliminaries
Standard Cost Buildup
- Unit cost buildup
- Handling fixed and variable cost
- Taking care of volume changes
Standard Cost System
- How it works
- Standard cost maintenance
Cost Reporting
- Business Reports
- Center reports
- Transaction reporting
- Cost reporting for each help desk group
Cost Management
- Understanding the components of standard cost
- Cost extension
- Variances reporting
- Understand how to determine where deviation comes from
Cost Reduction
- Cost analysis
- Root cause determination
- Balancing cost, performance, and wait time
- Utilizing queuing theory for cost reduction
Strategy for Implementing the Cost System
Cost Information Strategic Decision-Makers Must Have
Registration
Fees
The per student registration fee for this seminar is $1,395, and includes
the seminar, course materials, and refreshments.
Class begins at 9:00 AM and ends at 5:00 PM each day.
To register, click on the "Book Now" button or please call (708) 246-0320
Seminar Schedule
| Sept 12-13 | Washington, DC | Columbia Training Ctr
( ) |
Click here to learn about
,
dates & locations
Payment is due prior to the seminar, including payment on purchase orders. If payment is not received, a credit card hold will be required for participation. This card will only be processed if payment has not been received within two weeks following the conference.
Cancellation Policy. Registrants may cancel up to ten business days in advance of the seminar start date for a full refund, less administrative fees of $400. Or, you may transfer your registration to another date or member of your company at no additional charge. Please notify us as soon as possible. Registrants cancelling within fourteen days of the seminar will receive credit, less administrative fees of $400, toward any other Resource Center seminar. In the unlikely event that a seminar must be cancelled, you will be notified at least one week prior to the seminar date. Seminar provider is not responsible for losses due to cancellation including losses on advanced purchase airfares.
Agenda, course dates, and locations are subject to
change.
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