Call Center Metrics, Analytics and Reporting
RCCSP ™ Service Engineering Series
3-day training course - $2,995
On-site delivery available

Course Highlights

  • The key metrics every call center manager must track
  • Types of management decisions and the metrics and reports appropriate to each
  • Secrets to transforming metric data into management actions
  • Division of labor and the optimal application of human resources in a contact center
  • The difference between strategic and tactical decision-makers, and how to determine who should being doing what
  • Cause and effect analysis techniques you can use
  • A new, take-home metric blueprint for your contact center
  • Scientific techniques that will dramatically improve your contact center's performance immediately


Performance management through metrics goes far beyond Erlang formulas, KPIs, and costing metrics that report acceptable or unacceptable results.  In this course, you will learn contact center engineering techniques and how to construct metrics that identify the causes of problems and generate solutions that change the results. You will explore exciting scientific and mathematical practices in use by today's 21st Century high-performing contact centers.

This course is taught by James Abbott, the industrial and service engineer who literally wrote the book on the subject. The Executive Guide to Call Center Metrics is the most widely read book on contact center metrics, and Call Center Metrics, Analytics and Reporting is a jaw-dropping learning experience, unlike any course you have ever attended.

You will not be overwhelmed with baffling rules, frustrating formulas, confusing tables, or unrealistic theories.  Instead, you will discover the proper tools to use at the right time to have the greatest impact, and will leave with the practical, real-world knowledge that enables you to prepare useful metric information and to create a high-performance call center.

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 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


Call Center Metrics, Analytics and Reporting is a core course within the following Service Engineering training tracks:

Who Should Participate

This call center training 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 Six Sigma Black Belt credentials.


This course is designed for call center and help desk professionals.  There are no prerequisites for this course.


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 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

Day 2 - 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

Day 3 - Strategic Metrics and Reporting

Management’s tools for the assessing your call center

  • How strategic reports differ from, and work with, tactical reports
  • Assessing capabilities
  • Advanced statistical studies
  • Comparing call centers and the center's departments

Registration Fees

The per student registration fee for this seminar is $2,995, and includes:

  • The Call Center Metrics training seminar
  • Training course materials
  • Refreshments each day
  • 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, available only by attending this course.
  • James Abbott's reference notes for the key concepts and principles

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
May 20-22, 2019 Greenville, SC Westin Pointsette
Oct 7-9, 2019 Greenville, SC Westin Pointsette

Maximize Your Training Investment - Attend Courses Back-to-Back

Call Center Metrics, Analytics and Reporting is immediately followed by these courses in select locations:

In-House Training Option

In-house call center metrics training offers the added benefits of facilitated team interaction; a confidential environment where plans, processes, and policies can be openly discussed; minimized travel costs; and little or no travel time.  For support centers with a number of managers, supervisors, and team leads, on-site training can maximize your training investment.

Pricing for an on-site metrics training course delivered at your location is determined based on a "Base Fee" for up to four attendees, and a per person fee for each attendee thereafter.  On-site fees are all inclusive:

  • Base Fee for up to 4 participants - $11,995 includes:
    • 3-day instructor-led training course
    • All training materials
    • Instructor's travel and lodging expenses (for onsite presentations of 18 or less participants, in the continental US)
  • Additional participants - $995 each

Additional travel surcharges will be charged for travel outside of the continental USA and for seminars scheduled within three weeks, or paid for within three weeks, of the onsite delivery date.

The customer site must provide suitable meeting space, any desired meals or refreshments, and the following presentation supplies:

  • An flip chart easel with paper and markers
  • LCD projection unit and projection screen

Request In-House Training

Call Center Metrics, Analytics and Reporting, On-site Training, up to 4 participants - $11,995
Additional Attendees, $995 per person

For more training course options, see the entire Contact Center Training Calendar of dates and locations.

For more IT, technical and field support training course options, see the Help Desk and ITIL Training Course Calendar.

 No travel budget?  No problem. We'll pay your airfare. Click here.

Dates, Locations and Registration

Learn From the Industry's Leading Authorities

James Abbott

Recognized as the industry's foremost authority on contact center service engineering, James Abbott is a highly sought-after professional consultant and industrial engineer

What some past attendees say...

"I'm so glad it was concept driven and did not waste the first 6 hours talking about ASA & talk time, etc. I came away with new ways to view, think, and implement metrics in my center, not just new definitions to old metrics."

"The class was presented from a high level business process perspective rather than mired down in data details. Much more than I expected and I believe this  knowledge will be more helpful than I imagined."

"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." -- Paula Mezo, Purdue University

"Great tools to take back. Powerful visuals and examples that clearly explain the concepts. The instructor is very experienced & knowledgeable in call center metrics. Excellent training. The class relates how well metrics can be used for reality/strategy & policy."

"The biggest revelation for me was the distinction between process and product metrics. I will have the opportunity to develop and implement these methods of process improvement when I get home."

Learn From the Industry's Leading Authorities
Recommended Follow-on Courses:
Call Center Management Certification

Call Center Six Sigma Black Belt

Designing Six Sigma Support Centers

Call Center Director Training and Certification

Workforce Management Certification Boot Camp

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Terms & Conditions

Seminar agenda and assigned instructors are subject to change.

Payment is due prior to the seminar.

Public seminar cancellation policy.  Registrants may cancel up to fourteen days in advance of the seminar start date for a full refund, less administrative fees of $400.  Or, you may transfer your registration to another date or member of your company at no additional charge.  Please notify us as soon as possible. Registrants cancelling within fourteen days of the seminar will receive credit, less administrative fees of $400, toward any other Resource Center seminar.

On-site training scheduling and cancellation policy.  On-site training fees must be paid to reserve a training date.  Additional travel surcharges will be charged for travel to training locations outside of the continental USA and for training courses scheduled within three weeks, or paid for within three weeks, of the on-site delivery date.Organizations may cancel up to 21 days in advance of the seminar delivery date for a full refund, less administrative fees of 25% of the base fee.

If for any reason you are unsatisfied with the training, please notify the instructor by the end of the first day. If you decide to cancel the remainder of the training program, the instructor will collect all training materials.  Fees paid, less a prorata one-day on-site training base fee plus any travel surcharges, will be refunded.

Cancellation by provider. In the unlikely event that a seminar must be cancelled by seminar provider due to unavoidable circumstances, you will be notified at least two weeks prior to the seminar date, and your payment will be refunded.

Seminar provider is not responsible for losses due to cancellation including losses and penalties on advanced or non-refundable airfares.

In all circumstances, seminar provider's liability shall be limited to fees received.

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