Dynamics of Call Center Performance 2-day training seminar, $1295

Overview

This call center training course is specifically designed for call center managers, senior supervisors or operations specialists.

Attendees will explore four key areas of performance with a "how to" blueprint of steps and processes to follow for outstanding operations management. The training seminar covers the fundamentals of workforce management, performance measurement and reporting, performance review and coaching, and improving performance with customers.

Agenda

Workforce Management

• Defining workforce management
• Staffing alternatives
• What makes call center staffing unique
• Basic steps of workforce management
• Overview of forecasting
• Defining service objectives
• Calculating staff requirements
• Evaluating staff, service, cost tradeoffs
• Applying shrinkage to staff plan
• Scheduling challenges and solutions
• Managing daily service levels
• Managing attendance and adherence
• Automation options and issues

Performance Measurement

• Matching KPIs with business strategies
• Identifying stakeholder groups
• Service, quality, efficiency, profitability
• Sources of information
• Determining the best calculation method
• Avoiding common math mistakes
• Defining a reporting strategy
• Standard vs. customized reports
• Painting a picture with the statistics
• Communicating with other departments

Performance Review and Coaching

• Defining a performance management model
• Outlining competencies/behavioral standards
• Defining performance gaps
• Applying a diagnosis and treatment model
• Developing a quality monitoring process
• Call calibration and scoring
• Delivering positive and negative feedback
• Fundamentals of coaching
• Creating a mentor program
• Creating a positive discipline plan
• Defining effective rewards and incentives
• Planning for continuous improvement
• Proven retention strategies

Managing the Customer Relationship

• Basics of telephone etiquette
• Performing a call center satisfaction audit
• Creating the survey instrument
• Survey administration options
• Analyzing customer data and feedback
• Developing a systematic listening system
• Delivering “voice of the customer” feedback to the enterprise
• Teaching agents/supervisors their important role in the customer relationship

Registration Fees
The per student registration fee for this seminar is $1,295, and includes the seminar, course materials, breakfast, lunch and beverages each day. Register three or more attendees from your company for the same seminar and receive 10% group discount.Class begins 8:30am and ends at 5:00pm on the first day. On the second day, it begins at 9:00am and ends between 3:30 – 4:00pm to allow for students that need to leave to catch early flights.

To register, click on the "Book Now" button or please call (708) 246-0320

Seminar Schedule

2008 schedule to be announced soon.

Click here to learn about , dates & locations

Payment is due prior to the seminar. 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 seminar. Multiple attendee registration discounts apply only to attendees from the same company attending the same (day and location) seminar.

Cancellation Policy. Registrants may cancel up to fourteen days in advance of the seminar start date for a full refund, less administrative fees of $300. Or, you may transfer your registration to another member of your company at no additional charge. Registrants cancelling within fourteen days of the seminar will receive credit, less administrative fees of $300, 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.

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