Achieve the Highest Level of Technical and Organizational Proficiency in Service Engineering

This single training course fulfills one-half of the course requirements of the Call Center Six Sigma Master Black Belt program.

Overview

This 5-day intensive training course introduces participants to underlying concepts and practical applications of call center metrics, data analytics, reporting, Six Sigma design, and the mathematical and statistical bases for high-performance call center re-engineering. Individuals attending this entry-level service engineering boot camp will return to their support centers with practical, real-world knowledge of how to prepare information for effective call center reporting and how to design call center processes to deliver the highest quality service with minimal wait times.  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 performance.

This course is taught by recognized industry authority James Abbott, an industrial and service engineer, and author of the most widely read books on the subject: The Executive Guide to Call Center Metrics, Preparing Call Center Metrics, Designing Effective Call Centers, and The Executive Guide to Six Sigma Call Centers.

What is Service Engineering?

The ultimate goal of Service Engineering can be paraphrased with one word: value.

Understanding call center science is vital to running an effective call center.  Effective operations, and the high-quality services that result, can be engineered based on science and metrics: science for direction, and metrics for status and verification.  Service Engineering is the study and application of scientifically-based design principles and tactical uses of metrics to balance service quality, efficiency, and profitability.

All too often, high levels of efficiency come at the cost of low service quality.  Or, high quality service comes at the cost of profitability.  Achieving the right balance between service quality and efficiency is a fundamental operational challenge for call center managers. By giving a value to both the center and the customer, competing demands, priorities, and issues can be balanced.  A coefficient of value allows for objective balancing of quality, efficiency, and profitability. 

Take Home Tools

• An initial metric blueprint for your facility
• Excel templates for each type of reporting – just plug in your data
• The proprietary book, Designing Effective Call Centers, a $100 retail value. Designing Effective Call Centers is the companion to the best selling contact center six sigma book, The Executive Guide to Six Sigma Call Centers.
• The proprietary book Preparing Call Center Metrics, a $200 retail value.  Preparing Call Center Metrics is the companion to the best selling metrics book, The Executive Guide to Call Center Metrics.
• The ability to convert data into information for guaranteed improvements in your center
• Notes for the key concepts and principles

Prerequisites

This course is designed for call center and help desk professionals.  There are no prerequisites for this introductory metrics and six sigma design course.

Who Should Participate

This course is for professionals responsible for support center performance management, reporting, call center operations, or implementation of performance improvement strategies.  Participants that will benefit most from the course include CIOs, COOs, VPs of operations, directors, designers, and managers, and those who are or may be pursuing the CCCE certification or Call Center Six Sigma Master Black Belt credentials.

The 5-day Call Center Engineering Boot Camp fulfills one-half of the courses required to earn the Call Center Six Sigma Master Black Belt designation.

Agenda

The Principles of Call Center Engineering

• The impact of methods and decision-making
  • How and why to build a metric blueprint for your facility
  • Understand, identify, and track metrics that 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

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

Tactical Metrics and Reporting

• Operational 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

Support Center Design Concepts, Issues, and Philosophy

• Four road-blocks to improvement and how to break through them
• The difference between efficient centers and effective centers.
• The four traits of an effective center
• What a Sigma is, and why Six
• Six Sigma in the help desk and call center world
• The methodology for call center simplification and optimization
• 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
• Effective SLAs
  • The multi-dimensional aspect of service level agreements.
  • The impact of properly built and communicated SLAs
  • Building strategic SLAs for your organization
  • The tactical and strategic importance of SLAs
  • How to implement SLAs at your center
  • How and where to use SLAs in metrics
• Process Management Principles that provide a “True North” for operations
  • First Principle
    • Product Process
  • Second Principle
    • Decision-making (policy, strategy, tactics)
    • Division of Labor
    • Metric support for decisions
  • Third Principle
    • Correct, Consistent, and Capable for Design, Improvement, and Sustainment

Six Sigma Design, Engineering, and Reengineering

• How to design or reengineer your center
  • Defining management, supervisory, and agent roles and responsibilities
  • Providing the tools required for each function
  • Design approach for process design and script writing
  • Process design and dependency development
  • Key metric development
• Advanced design and engineering
  • Building, using, and understanding express lanes
  • Contact center process segmentation
  • The art of designing an effective triage
• Building a knowledge dissemination system
  • The six tiers of knowledge for running an effective support center operation
  • Building the metric blueprint
    • Identifying key metrics
  • Building the dependency diagram
    • Factor tables
    • Target settings
  • Metric status reports
  • Quick auditing tools
  • Methods to assess correctness, consistency, and capability
  • Strategic and tactical process viewer
• Building a strategic plan for maintaining an optimal center
  • Tools and methods for determining the correct staffing requirements
  • Staff development for managers, supervisors, and agents
  • Queuing theory and wait time optimization
  • Tactical allocation of resources
  • Effective grouping strategies
• Integrating the strategic design into your  support center

Registration Fees

The per student registration fee for this seminar is $3,795, and includes the seminar, course materials, and refreshments each day. Dress is business casual.  Laptops are optional. Class begins at 9:00 AM and ends at 5:00 PM each day.

Register securely online with confidence or please call (708) 246-0320.

Seminar Schedule

Oct 4-8, '10	Philadelphia, PA	Penn's View Hotel
Oct 25-29, '10	Las Vegas, NV	The Platinum Hotel
Dec 6-10, '10	Ft. Lauderdale, FL	Location to be Assigned
Jan 17-21, '11	Las Vegas, NV	The Platinum Hotel
Feb 14-18, '11	Austin, TX	Westin Domain
Mar 7-11, '11	Los Angeles, CA	Location to be Assigned
Mar 28-Apr 1, '11	New York, NY	Sheraton LaGuardia
Apr 11-15, '11	Chicago, IL	Hyatt Lodge
May 16-20, '11	Atlanta, GA	Grand Hyatt Buckhead
June 6-10, '11	Boston, MA	Hyatt Cambridge
June 20-24, '11	Las Vegas, NV	The Platinum Hotel
July 11-15, '11	Toronto, ON	Park Hyatt
Aug 1-5, '11	Chicago, IL	Hyatt Lodge
Sept 12-16, '11	Washington, DC	Henley Park Hotel
Oct 17-21, '11	Phoenix, AZ	Sheraton Crescent City Center
Nov 7-11, '11	Dallas, TX	The Adolphus
Nov 14-18, '11	Tampa, FL	Location to be Assigned
Dec 5-9, '11	Las Vegas, NV	The Platinum Hotel

More Training and Certification Courses

See the complete calendar of RCCSP Professional Education Alliance Contact Center Training dates and locations.

For more IT, technical and field support training course options, see the RCCSP Help Desk, ITIL, and Support Center Calendar.