Call Center Training - Contact Center Metrics, Analytics and Reporting

Call Center Metrics, Analytics and Reporting RCCSP ™ Service Engineering Series 3-day training course - $2,395 On-site delivery available		RCCSP Professional Education Alliance

Overview

The Call Center Metrics, Analytics and Reporting training course introduces attendees to the scientific and mathematical practices underlying today's best run contact centers.

The discipline of performance management through metrics goes far beyond Erlang and traffic formulas, KPIs, and costing metrics that report acceptable or unacceptable results. Through contact center engineering , you will learn to construct metrics that identify the causes of problems and generate solutions you can implement to change the results. Attend this training course and learn how to use metrics to affect solutions for your call center or help desk.

Participants of this course will go back to work with practical, real-world knowledge of how to prepare information for effective contact center reporting. 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.

The 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, the most widely read book on this topic. Call Center Metrics, Analytics and Reporting is like no other course you have ever attended.

What You Will Learn

Participants will learn:

Where and how to get started
How to prepare your call center’s metric blueprint
Key metrics every call center manager must track to assure an effective organization.
Prerequisites for reporting
The essentials of effective reports
Report preparation using proper grouping
Statistical techniques that make your call center reports more valuable
Division of labor and its impact on information and decision-making
The different information requirements of strategic and tactical decision-makers
Statistical techniques that dramatically improve strategic and tactical effectiveness
Types of call center reports and formats
Which reports are appropriate to different types of decisions
How to read and use reports, charts, and graphs
The difference between raw data and information
How to prepare reports that get used.
How to read data and convert it into information for improved decision-making
Cause and effect analysis

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

Certification

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

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 Six Sigma Black Belt credentials.

Prerequisites

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

Agenda

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 the call center’s capability
Advanced statistical studies for call centers
Comparing call centers and departments within a call center

Registration Fees

The per student registration fee for this seminar is $2,395, and includes:

The seminar
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.
Abbott 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

Aug 23-25, '10 Chicago, IL Hyatt Lodge

Sept 13-15, '10 Dallas, TX The Adolphus

Sept 20-22, '10 Seattle, WA Edgewater Hotel

Oct 4-6, '10 Philadelphia, PA Penn's View Hotel

Oct 25-27, '10 Las Vegas, NV The Platinum Hotel

Dec 6-8, '10 Ft. Lauderdale, FL Location to be Assigned

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

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

Designing Six Sigma Support Centers

In-House Training Option

In-house, on-site 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 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

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, ITIL, and Support Center Calendar.

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 Contact Center Strategy: How Leaders Drive Results The Art and Science of Call Center Workforce Management

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Seminar provider is not responsible for losses due to cancellation. In all circumstances, seminar provider's liability shall be limited to fees received.

Seminar agenda and assigned instructors are subject to change.

Public Training Terms & Conditions

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. Cancellations within fourteen days of the seminar start date will be subject to an administrative fee of $400. Registrations may be transferred to another member of your organization at no additional charge. As seminars can be cancelled for under-enrollment from time to time, we strongly recommend that registrants traveling by air purchase only refundable tickets.

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 on advanced purchase airfares. We strongly recommend that attendees traveling by air to attend the seminar purchase only refundable tickets.

On-site Training Terms & Conditions

On-site training fees must be paid at least three weeks in advance to reserve a training date and instructor. 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.

On-site training cancellation policy. Preparations for training delivery will commence upon the receipt of payment in full. 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.