effectivecallcenters
                                                                        by Abbott Associates, Inc


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 Call Center and Help Desk Metrics, Data Analysis and Reporting
3 Day Class

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  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:

  • An initial metric blueprint for your facility

  • Excel templates for each type of reporting – just plug in your data
  • The proprietary book Preparing Call Center Metrics. This book is only available by attending this course. Preparing Call Center Metrics is the companion to the best selling metrics book The Executive Guide to Call Center Metrics. Both of these books were written by your instructor. One recent student said, "Training materials- book- reference guides yellow cards, etc. invaluable!!"
  • The ability to convert data into information for guaranteed improvements in your center
  • Abbott Notes for the key concepts and principles

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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Click here for class dates and Registration


Last updated 10/17/2008

Copyright (c) 2003-2008 Abbott Associates, Inc.