Black Belt Masters Course
3 Day Class

Click here for class dates and Registration

Objective:
This course is the last strep in your Master’s certificate. You will be able to assures your facility stays at the highest assure peak performance, low cost, minimal waits, and high customer satisfaction. This course shows you how to apply science, mathematics, and engineering to get to the next level.

Who Should Attend:

This class is for individuals want their call center at the highest customer service but still maintaining the lowest cost. This class is for directors, managers, designers, and managers on the fast track.

James C. Abbott will be your instructor. James is the author of the four best selling call center books. One of those books, The Executive Guide to Call Center Metrics, has been the number 1 call center book at www.Amazon.com since its first publication in April of 2004. James is unique in that he is not only the leading call center design expert but has the ability to convert the most complex topic so that everyone can understand and use it.

Course Prerequisites:

Your attendance in this course is dependent on your having attended the Metric,  Six Sigma Design and Financial Management classes.

Topics

The center architecture provides the master plan for all aspects of the center (people, technology, knowledge).

Customer surveys
The customer feed back can be a powerful piece of information. There is a fine line between intruding on your customers and getting there feedback. This topic will explain how to accomplish that balancing act.

Factoring
Factor is the tool to break apart the massive details of knowledge in a call center or help desk.

Ergonomic
Making you center a GOOD place to work is key to agents spirit but will also impact cost.

Total Team Call Center Process design
Processes are key to the agent, but we must build the same logic for every component of the center.

Requirements for the Total Package
This topic will put all the jigsaw pieces together so that you can have cohesive center package and all associates working as a team

Agenda

• Conceptual Integrity

• The big picture

• Layering

• What to ask

• Know how often can you ask

• How many samples do I collect

• Sampling theory behind the scenes

• Hypothesis testing

• Setting up the survey so that it gets unbiased results

• Understand what is factoring and what does it do for your center. This is the missing link in most centers.

• Masters Analysis Tools

  • Variability, Sum of Squares, Descriptive Analysis

  • Interval analysis, central limit, and sampling

  • Comparative studies

  • Variability studies

• Analysis and experiments

  • Developing an effective design for test and analysis

• Factoring for potential candidates for Clustering into homogeneous groups

  • Skills

  • Experience

  • Customer

  • Tools

  • Knowledge

  • Time grouping

  • Minimizing variability

  • Statistical Analytical tools

• Advanced Call Center

  • Advanced decision making to optimally run the operation

  • Infrastructure Requirements

  • Center Ergonomics

    • Workstation

    • Work place

    • Layout

  • Team Ergonomics

    • Center

    • Department

    • Team and Individual

Total Team Call Center Process design
You know how to develop Walkabouts and agent processes, now we will go into depth about all the other aspects of a call center that needs processes defined. These will include the following areas

• Team

  • Manager

  • Supervisor

  • Agent

• Content Development & Dissemination

  • Scripts

  • Dialogue

  • Development

  • Dissemination and

  • Training

  • Knowledge base systems

• Agent Career

  • Rapid deployment

  • Hiring

  • Training

  • Migration

  • Path

• Call Scoring & agent coaching

• Outsourcing issues

• Service levels

• Base camp

• Contracts

• Staffing

Requirements for the Total Package

• Engineering requirement

• Putting all the pieces from all four classes together.

• Management requirements in Sigma world

  • Managing with tools and metrics

    • People

    • Control logic

    • Supervisors

    • Vision

    • Traits

  • WorkForce Management requirements to achieve the labor cost savings

    • Forecasting workload

    • Capacity planning

    • Master schedule

    • Schedule

Architectural Designs to support the Future

• Networks of Centers

• Global Networks

• Outsourcing

• Satellite Center

• Hub and Spoke operations

• Work at home operations