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This course is now available in a
rich-media distance format over the web. You can the complete course or
just take the
class sections that are critical to your knowledge .
This call has been
specifically designed to meet the needs of the
Call Center Professional
Objective:
Attend this seminar and you’ll go back to work with a practical, real
world, look at cost. You will study the relationships between all
aspects of the organization’s cost structure. You will understand where
the call center’s cost fits in, how to manage your call center cost, and
techniques for reducing your cost without sacrificing performance. This
class was designed specifically for call center professionals.
Lecture Delivery:
Same content,
same instructor just more convenient. You will be able to attend the
lectures conveniently through streaming rich media video technology.
Who Should Attend:
Are you a technical professional, technical manager, engineer, or director who wants to manage the cost
and finance? This is the class for you!
James C. Abbott
will be your instructor. James is
on the faculty at the University of Arizona in Tucson teaching graduate
engineering courses. He teaches this course as part of the masters
engineering curriculum.
Topics
Having It All
Every effective call center has
three key components: low cost, flawless service, and short wait time.
You will learn how to integrate these three vital components into your
existing plan. Understand the difference between efficient and effective
and the critical importance of total cost.
Finance
Review, in down-to-earth 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 call center information.
There is a difference between raw data and information - you must know
how to prepare reports that will get used. This section will teach you
how to read the data and 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 class, you
will be able to compute your return on investment (ROI) for all
purchases, projects, and improvement initiatives.
Capital Budget
This section will cover projects in a call
center world. Many call center projects require capital funding. This
section will explain the time aspect on money, project acceptance
decision making rules, how to track the actual
results plus more. By the end of the class, you will be able to compute
your return on investment for all purchases, projects, and improvement
initiatives.
Financial Analysis
You must understand what is required to
manage your cost, and how to reduce cost without jeopardizing
performance and wait time. You will learn about the cost analytical
tools for a call center, help desk, or support center. Value analysis,
Breakeven analysis, and Forecasting
Agenda:
This class is comprised of six sections. You can take
one section that is critical to your knowledge or take the complete
class.
Section 1 Financial Fundamentals
This
section will cover, in down-to-earth terms, all aspects of call center,
call center cost, and call center finance. This section will also cover
the ins and outs of corporate accounting in practical everyday language.
The topics covered in this section are:
-
Call Center types
-
The Goal
-
The difference between
effective versus efficient
-
Queuing science for
maximum effectiveness in a call center
-
Financial terms
-
Product and process life
cycle
-
Double entry accounting
system
Section 2 Financial Decision-making
In this section you will learn critical call center
management. Clear understanding of how call center costs fit into these
arenas is crucial. In this section you will learn which are critical to
a call center management program. The organizational structure’s impact
on cost will be explained. Understanding which areas are key for each
accounting function, and what areas are not, builds the basis for our
call center cost program. The following are the topics covered in this
section
Section 3 Financial Reporting
Review, in down-to-earth terms, all aspects of
finance including the balance sheet, fixed versus variable cost, and
profit and loss statements plus much more. You will have a clear
understanding of how call center costs fit into these arenas is crucial.
There is a difference between raw data and information - you must know
how to prepare reports that will get used. This section will teach you
how to read the data and convert it into information for better
decision-making. The topics covered in this section are:
- Financial concepts and their practical use
- Depreciation, Accrual and cash methods, Inventory handling
- Closing of the books
- Financial Reporting
- Income statements, balance sheets, financial testing
Section 4 Operations Tactical Reporting
You will learn which the purpose and use of
operating budget is explained. You will also learn why operating budgets
are not the best tool to measure the financial effectiveness of your
center. 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. In this section we will cover:
- The difference between financial tactical standard cost versus
operational budget.
- Standard Cost methodology and where to use it
- Standard Cost buildup
- Earned value report
- Operating budget and where to use it
Section 5 Capital Budget
This section will cover projects in a call center
world. Many call center projects require capital funding. This section
will explain the time aspect on money, project acceptance decision
making rules, how to track the actual results plus more. By the end of
the class, you will be able to compute your return on investment for all
purchases, projects, and improvement initiatives. The topics covered in
this section are:
- Future Value, Present Value, Payment annuity
- Capital Project Planning
- Basic Project Decision
- Return on investment
- Payback period
- Advanced project acceptance rules
- Net Present Value
- Internal Rate of Return
- Capital budget result tracking
Section 6 Financial Analysis
You must understand what is required to manage your
cost, and how to reduce cost without jeopardizing performance and wait
time. You will learn about the cost analytical tools for a call center,
help desk, or support center. This section will cover the following
topics:
- Value Analysis
- Breakeven and its use in a call center
- Forecasting and its use in a call center
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