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Objective:
Too often, call center managers are stymied by what they cannot control.
This class examines the many factors that can be controlled, and how to
attack common call center ills. We will study the concepts of proper
strategic organization, management science, and call center metrics.
Students are then presented with a bundle of tools that will allow you
to run your center at its optimum level.
Who Should Attend:
Do you want to be
the best call center or help desk executive in the industry? If you do,
this seminar is for you! This training course is designed for directors,
vice presidents and managers with leadership, budgetary and strategic
responsibilities.
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.
Why You Must Attend this
class
Understanding the Why, What, and How of a 21st century call center is
critical. 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
Chris Mastro VP of eCommerce at Capital One said "I'll personally
never forget the awkward silence in the room when you told us we could
not do this work without increasing customer satisfaction and decreasing
cost. I am very pleased to tell you that since our go-live in April, we
have seen on average about a 10% increase in popular outcome metrics
like First Call Resolution and Customer Satisfaction and our operating
costs are 15-20% less per month. What a result!"
You will take home:
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.
Variability's impact on both you and your operation
Variability
is the most important driver in any operation and particularly in the
contact center and help desk world. 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.
Learn and understand queuing concepts and what’s involved in managing
it.
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.
Understand the
Improvement models
Revolutionary design
and continuous improvement need to become the culture of your operation.
Understand how build the team that makes this a reality and transform
your operation in a matter of weeks.
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.
Traits to set you Apart
Be the best manager in the call
center industry. This class will show you the traits that will set you
apart from the average manager, and then show you how to make these
traits your own.
Speak the
Executive Language
Savings, Payback,
Return on Investment will become clear to you and gets you the
recognition you deserve.. See a comparative cost analysis of a typical
center approach compared to a scientifically engineered center.
Understand the huge saving that can be achieved.
Many New Options,
Methods, and Decisions for your team that will radically improve your
operation.
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:
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The Goal
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Low cost, short
wait times, and spectacular performance is what every call center
wants. In this class you will learn tools, methods, and techniques so
that you can have it all in your call center.
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Understand what the four traits of an
effective operation are, and what you have to do to move your center
to peak performance levels.
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We
often talk about the assets of a call center--both physical and
people. The most important asset is to provide your people with the
knowledge to skillfully run your center. Thus, knowledge is the
most important asset. In this class you learn how to maintain and
share that knowledge.
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Learn how you can
differentiate yourself as the best call center manager in the
business:
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Learn and understand queuing concepts
and what’s involved in managing it.
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Understand the
Executive language
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Savings,
Payback, Return on Investment
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Culture change
that will transform your operation and how to make the culture
continue to improve
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Understand how
to make better operational decisions based on proactive metrics and
see the outcome metrics radically improve.
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How cost saving can be obtained will be explained and analyzed.
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Operational Philosophy and Methodology for effectively running
the call center or help desk.
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Learn, and be able to apply. Process
Management Principles that provide a “True North” for running your
call center or help desk. Product and process terminology, use, and
the focus for operations.
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Understand the difference between
strategic and tactical decision-making to run your center
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The new options that a sigma design can bring to your center.
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