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Objective:
Popular folklore has it that help desks and call centers are easy to design and
manage—all you have to do is pick up the phone and talk. In reality,
every type of contact center is complex and requires engineering work to perform
satisfactorily. A proactive and all-encompassing approach assures that
the center performs at optimum levels.
The Abbott design method is a proactive and integrated approach; it assures the
facility starts and stays at a six sigma level to assure peak
performance, low cost, minimal waits, and high customer satisfaction.
This course covers this proactive design approach through science,
engineering tools, techniques, and methods.
James C. Abbott
is the leading call center author,
developer, teacher, and engineer who you will be fortunate to have as your instructor. James is
unique in that he is not only the leading expert and developer in call center and help
desk design, but he also has the ability to convert the most complex
topic so that everyone can understand and use it. As one recent student
from Prague Poland said, "The whole seminar was very well prepared.
The issues were told very clearly to me. Slides were very clear and Mr.
Abbott has a great knowledge of what he says. I will recommend this
class to people in my company who are in a Six Sigma projects." James currently has four call center books
in www.Amazon.com top twenty
call center books.
Dawn Greenman from John Hopkins
University – Applied Physics Lab said about James Abbott's design class:
"James Abbott is a charismatic teacher. The class is very good. Good
info and examples which can be applied to many organizations. It is a
tough concept to wrap your head around when you really need to almost
change your existing thought processes. He does a great job of
unraveling the mystery."
Who Should Attend:
Anyone want to
make dramatic cost savings. Anyone wanting to reduce cost while
providing a fantastic customer experience. This class is for
anyone wanting to make their center a leader in their industry. This class is for
individuals who are Black belts or are working to become a Black Belt.
This class is also for CIOs, COOs, VPs of operations, and Help Desk
directors, managers, designers, and managers on the fast track.
Why You Must Attend this Class:
Understanding variability, 21st century methods, factored organization,
and center designs will radically enhance your career and boost your
center.
This class will
revolutionize how you think about call center. You will see and
understand options that you never dreamed were possible. As
Jay Clark from John Hopkins University – Applied Physics Lab said;
"It works! We have already implemented."
While Taking this class
consider adding the Call Center Metrics, analytics,
and reporting class
By taking both classes together, you will maximize your knowledge
and skill.
Paula Mezo - Purdue University Call
Center Manager said, "These two classes (Call Center
Metrics, Designing Six Sigma Support Centers)
have been the best, most applicable, I have attended since becoming a
call center manager." --
You will take home:
- A copy of James
Abbott's book Designing Effective Call Centers, a $95
value. One recent student said, "Training
materials- book- reference guides yellow cards, etc. invaluable!!"
- Abbott Notes for the key concepts
and principles
- Walkabout©
design templates
Topics
Variability's impact on your center
In your call center, do you monitor, manage, and design to reduce
variability? If not, it is the most important issue in your center
effecting every aspect of your center. In this class the mystery of
variability will be unraveled and you will understand the why, what, and
how for reducing your center's variability. With your sigma reduced you
will see huge cost savings.
Sigma Designs in the Call Center and Help Desk World
You will
understand what a six sigma design is and how it applies to the call
center and help desk world. Understand how Six Sigma works with real
world call center and helpdesk examples. The typical call center design
has the one option of adding or reducing headcount. With a sigma design,
you will take home a vast array of options to use at your center.
The Huge
Cost Savings from a Sigma Design
Saving money is important
to every company. Providing an exceptional customer experience on every
call is critical to the business. Having a workplace that people enjoy
creates a stable and competent workforce.
In this class we will show you the methods to achieve all three
simultaneously. We will show you a cost
comparison of a typical center
compared with a Sigma Design
center. In a sigma
center the cost WILL be dramatically lower than a typical center. Come to the class and see how to
accomplish the savings.
Strategic Call Center
and Help Desk
Engineering
Having the latest, greatest, state-of-the-art equipment does not
guarantee an effective center. This class will give you additional tools
and techniques for developing the process sequence, setting targets,
leveraging technology, and much more. You will learn to use factoring
to organize your processes, services, and products to eliminate
problems.
We will teach you this proactive method for designing and engineering your center
that yields optimum performance, cost, and delivery. You will understand
the
principles and concepts that make this approach work also provide the
flexibility for future changes. You will study the science behind
effective center so that causal relationships are clearly understood and
anticipated. Since centers must function in a business climate of rapid
change and reduced business life cycles, this class will teach you how
to design a robust center that thrives in that environment.
Understand the multi-dimensional aspect of service level agreements.
Learn where SLAs must be used and how to set them. You will study the
strategic impact of SLAs and how they affect every person in your
center.
Maximize
improvement while minimizing risk
Putting all the pieces together is the ultimate
challenge. You will take away a plan that allows you to answer the
question “How do I get started?” We will outline reasonable expectations
for every step in the journey to an effective center. We will
explain the implementation strategy that will Maximize Returns and
Minimize Risk.
Many
New Options for your management team.
Learn The Many New Options that
will be available to your management team to keep your center optimum.
Options that will delight your customer. Options that make your center a
great place for your agents to work. All with Huge cost savings.
Agenda:
Day 1
-
Getting
Started
-
The four roadblocks to
improvement and how to break through them
-
The difference between
efficient centers and effective centers. The four traits of an
effective center and which two must be designed into the center
-
Understand how to
build the foundation
-
What is a Sigma?
-
Why Sigma?
-
What is a Sigma and
why Six
-
Sigma Design in the Help
Desk and Call Center world
-
The methodology for
call center simplification and optimization
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Why technology has not
solved your center’s problems
-
Life cycle and its
impact - what it is, what has happened over time, the s-curve
-
Management science -
details of queuing science and metrics
-
Develop Effective SLAs!
You will understand who
uses them and who develops them. You will understand the
multidimensional aspect of service level agreements.
-
We will explain Process Management
Principles that provide a “True North” for operations
Day 2
-
You will understand the four steps to engineer your center
-
Segmentation
of your operation
-
Factor
your center
-
Process design
and dependency development by building Walkabout® Dependency Diagram
-
Cost
comparisons
-
Selection
-
Metric Blueprint and Settings
-
Optimizing a Sigma Design
-
Cost
Saving comparison of a typical design versus a sigma design and how
much money is lost when you ignore sigma and variability. Know how
huge the sigma design cost savings are.
-
The art of designing
an effective triage
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Building a knowledge
dissemination system through the six tiers of
knowledge for running an effective center operation
-
Understand
why technology must be driven by design and not the reverse.
-
Learn strategies for
Integrating the strategic design into your center for maximum improvement with
minimum risks
-
More Things You Can Do
with a Sigma Design- You will understand and be able to deploy the
many options and decisions that are available
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