| Measuring Call Center Effectiveness
1-day training seminar, $995  |
 |
Overview
This call center management training course will help you to sort through the maze of call center data in order to determine the metrics that drive success in your call center. Identify what should be measured, why it should be measured and how to collect the data that counts.
As call centers grow increasingly complex, what constitutes effectiveness
is increasingly difficult to measure. Reports can generate numerous metrics,
but which ones really matter? Which ones will drive the right behaviors at
the agent level, the team level and the management level?
Invest one day to understand these metrics and determine measures that are
right for your call center. You'll get answers to the above questions
and much more. Move beyond simple benchmarks to understand how you can set
the right goals for your unique call center. Metrics will be examined from
multiple perspectives and will focus on these key areas:
- Quality
- Accessibility
- Efficiency
- Cost performance
- Strategic impact
What gets measured, gets done – so be sure you are measuring the right activities at all levels in your center.
Attend this training seminar to get answers to your questions, such as:
- Is first contact resolution an appropriate measure for your center? Do you know how to get the data you need to support it?
- Do you know the four ways to calculate service level? Do you know which one your ACD uses?
- Do you know what occupancy includes? How about adherence to schedule?
- Can a rising cost per contact be a good thing? What might that indicate?
- Is your employee turnover calculation accurate? How are others calculating this key measure?
You will also:
- Gain confidence that you are measuring what matters most.
- Explain current results in the context of interrelated measures.
- Determine how to measure individual agent performance.
- Assess the effectiveness of service delivery across all contact channels.
- Understand the relationship of many key call center measures.
- Know how to take action after examining results.
-
Explore how measures can help identify root causes.
Who should attend?
This seminar is appropriate for all levels of call center management. Directors,
managers, analysts and supervisors will all benefit from the explanation
of key metrics. The course applies to customer contact centers in a wide
range of commercial and government sectors including those involved in customer
service, sales, help desks, claims, reservations, information centers, hotlines,
emergency services and consumer affairs.
Outline
Understanding metrics
- Reports and benchmarking can be misleading
- Metrics are interrelated
- Begin with your strategy in mind
- Customer, business and employee needs
Accessibility
- Calculating service level
- Choosing your service level
- Evaluating service level
- Response time
- Abandonment
- Average speed of answer vs. service level
Quality
- Evaluating quality through monitoring
- Evaluating quality through customer feedback
- The cost of errors and rework
- Defining first contact resolution
- Common pitfalls when measuring first contact resolution
Efficiency
- Measuring forecast accuracy
- Setting adherence to schedule goals
- Understanding occupancy
- Managing average handling time
Cost Performance
- Performance against budget
- Choosing a revenue KPI
- Evaluating cost per contact
- Determining average call value
- Overall call center return on investment
Strategic Impact
- Quantifying impact of service delivery on customer satisfaction
- Assessing employee satisfaction
- Calculating turnover
- Supporting activities
Application
- Interrelated measures
- Reporting
- Ongoing communication
- Example reports
Registration Fees and What's
Included
The per student registration fee for this seminar is $995 and includes the
seminar, course materials, refreshments, continental breakfast, and lunch.
Seminar materials include:
- A comprehensive course manual
- Glossary of call center terms
- Article reprints and studies
- A certificate of completion
To register, click on the "Book Now" button or please call (708) 246-0320
Seminar Schedule
| Aug 21 | Washington, DC | Marriott Crystal
( ) |
|
| Nov 13 | Ponte Vedra, FL | Ponte Vedra Club
() |
Class begins at 9:00 a.m. and ends at 5:30 p.m. Dress is business casual.
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.
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 canceling within fourteen days of the seminar will receive credit 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.
Seminar agenda subject to change.
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