Objective:
Attend this seminar and you’ll go back to work with a practical,
real-world, look at how to prepare information for effective call center
reports. You will not be overwhelmed with baffling rules, frustrating
formulas, and confusing tables that may be useful only in theory.
Instead, you will discover the proper tools to use at the right time to
achieve maximum benefit.
Who Should Attend:
This class was
designed for center managers who told us they need guidance in
preparing, analyzing, and applying information. We designed a class that
teaches the tools and background to implement a reporting system.
James C. Abbott
will be your instructor. James is
the author of the best selling book The Executive Guide to Call
Center Metrics. James is unique in that he is not only the
leading metrics expert but has the ability to convert the most complex
topic so that everyone can understand and use it. As one recent student
said, "Excellent material, information, & instructor! I am taking
away so much more than what I thought I would & want to immediately put
it into action."
You will take home:
Topics
Where
and how to get Started
Before any reporting is
done, a call center metric blueprint should be prepared. You will learn
what the blueprint looks like and how to prepare your call center’s
metric blueprint. You will learn the key metrics every call center
manager must track to assure an effective organization.
Prerequisites for reporting
There are requirements that are essential for effective reports
ort preparation using good statistical techniques and proper grouping
You will be taught the proper grouping and statistical techniques that
will make your call center reports more valuable
Division of Labor and its impact on
information and decision-making
Understanding Division of
Labor is critical to good decision-making and proper reporting.
Strategic and tactical decision-makers need different information, and
the various reports should reflect that. The different statistical
techniques will dramatically improve your strategic and tactical
effectiveness
Call Center Reporting types and
formats
Different
decisions and objectives require different reports and formats. You must
understand which reports belong with what decisions.
How to read and use the reports,
charts, and graphs
There is a difference
between raw data and information. You must know how to prepare the
reports that will get used. This section will teach you how to read the
data and convert it into information for better decision-making.
Cause and effect analysis
Being able to root out the
reason for change is key. This will allow changes to your practices that
will improve your center.
Agenda:
**This class teaches how to use metrics to maintain an effective call
center operation
Day 1
The Principles of Call Center Metrics:
The impact of methods and decision-making
- How and why to build a metric
blueprint for your facility
- Understand, identify, and track
which metrics are key to your center’s effectiveness
- How to validate business and
statistical assumptions for better metric preparation
- The three steps for preparing
metrics
- Techniques for call center metric
reporting
- Using statistics to prepare your
metrics
- The role of SLAs in metric
preparation
Day 2
Strategic Metrics and Reporting:
management’s tools for the assessing your call center
- How strategic reports differ from,
and work with, tactical reports
- Assessing the call center’s
capability
- Advanced statistical studies for
call centers
- Comparing call centers and
departments within a call center
Day 3
Tactical Metrics and Reporting:
operation’s tools for running the center
- Analyzing and controlling call
center variability
- Using metrics to manage call center
time and cost
- How to build a real-time reporting
system
- Building a call center GUPPI™ for
cause and effect analysis
- Call center charts for tactical
decision-making
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What people are saying about the "Call Center Metrics" class…
The instructor gave great explanations
and examples [of the formulas] to clarify how to apply them to a
real-life situation. [He] taught the practical application of
statistics, which I found very useful.—Stacey
Love, The Hartford Insurance Group, Hartford Connecticut
Outstanding class! I appreciated the
quality of the materials and the instruction. I particularly valued the
caliber of the instructor and his ability to answer questions and convey
complex concepts. Going over examples and applying concepts specific to
my business was helpful as well.
When I first sought out classes on call
center management and metrics, I thought that I needed to focus on
theories and concepts... of course such an approach can become quickly
outdated. The approach of this class, however, provided tools that will
not become obsolete and will afford not only initial, but ongoing
assessment of operations. I [see] the lasting value of [my] investment! —Patricia
Scott, Northside Hospital, Atlanta, Georgia
Excellent! A good guide for me to know
where to get started and how to go about it.—Laurie
McIntyre, Hydro One Networks, INC. Toronto, Ontario
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