Learn the art and science of managing with metrics,discover solutions, and
jump-start your call center's improvement initiatives.
In this course you will learn how to achieve superior performance by aligning
metric-driven improvements with contact center goals and strategies. Course
material is in-depth and comprehensive, reaching far beyond definitions,
calculations and whats popular. You will explore best practice
uses and applications of metrics at every job level, from the C-Suite and
operations management, to supervisory roles and front-line service delivery.
Participants will learn to assess the health of the call center and to spot
performance issues before they become management problems. Participants will
explore using metrics to identify solutions to performance issues and improve
processes impacting customer access, service technologies, service efficiency,
quality assurance, motivation and retention, workforce management, cost
management, and contact center culture.
Roll up your sleeves. This is a highly interactive, intense course where
attendees will participate in hands-on exercises and real-world problem-solving.
Youve never attended anything like this before. We guarantee it.
Participants will learn:
Select metrics that help drive the contact centers strategy.
Understand capacity, utilization, efficiency,effectiveness, and productivity
metric categories and what these metrics say about the business.
Compute 30 contact center metrics and understand their use in assessing and
Craft metric scorecards for managers, supervisors and agents that are fair
and encourage positive change.
Set handle time targets that balance speed and quality.
Develop effective management strategies for reducing talk time, hold time,
wrap-up time and overall handle time across the entire team.
Use science and mathematics to cut wait time in half without adding any staff.
Set realistic Service Level targets that balance caller tolerance, future
call volumes, agent effort, and the cost of compensation.
Understand how service level, inbound call volume, staff schedules and adherence
all interact to impact customer wait time and staff occupancy levels.
Manage wrap-up time through correct system configuration of auto/timed ACW
and correct agent use of AUX ACW.
Explore alternative methods for measuring schedule adherence, and cultivate
Assess employee job satisfaction using scientific research and occupational
Determine exactly what managers and supervisors must do to improve quality
and decrease agent turnover.
Design and configure Interactive Voice Response menus options to minimize
customer navigation time.
Deliverables and Tools
Current call center assessment
SWOT analysis template for assessing strengths, weaknesses, opportunities,
and threats for your call center
Templates for creating service level and operating level agreements
Template for creating a standard operating procedures manual
Sample metrics reports and tools
2 days of instructor led training, with activities, discussion, and practical
application of new skills
Student course manual and call center management reference
USB containing tools, templates, and software used in class
Who Should Participate
This training course is ideal for professionals transferred into the call
center from other departments and new and experienced contact center managers
who wish to improve their understanding of call center quantitative management
Contact center, help desk, and support center managers
Business professionals being transferred to the call center
Managers and executives with call center oversight
Leaders charged with forming a new call center department or business or
managing with metrics
Supervisors with expanding responsibilities
Attendees should possess a basic understanding of what a call center is,
how calls flow into a center, and basic call center terminology. Course materials
are in English, and attendees must possess a high level of English fluency.
Aligning Contact Center Metrics & Organizational Strategy
Document the organizations strategic goals
Identify and document near-term strategies for the call center
Identify contributions the contact center can make to corporate goals
Pinpoint root causes of contribution success and failure
Draft quality monitoring components that support contact center strategy
Use the quality monitoring program to drive simultaneous, team-wide performance
The important difference between metrics and Key Performance Indicators (KPIs)
Performing a Contact Center Assessment
Review business process modeling concepts
Define your centers service product
Define your centers service transaction
Define your centers production process
Assess the contact centers maturity
Perform a contact center SWOT analysis
Understand the importance and use of Service Level Agreements (SLAs) and
Understand the importance and use of Operating Level Agreements (OLAs) and
An approach to reviewing contact center performance metrics
Useful scorecard classifications
How to calculate the measure
Relationships between key metrics
How to establish metric target values
Efficiency Metrics: Tracking Effort in the Service Delivery Process
Define Call Handle Time and what is included
Who needs Average Handle Time?
Define Talk Time
Call handling and call control techniques
Easy reductions in talk time
Define Hold Time
Explain how Hold Time is captured
Review standard operating procedures for placing callers on hold
Differentiate Average Hold Time, and Hold of the Hold, and identify which
of the two metrics is useful when evaluating agents
Define After Contact Work (ACW)
Explain Timed ACW, what its for, and how it can be configured in your
Explain AUX ACW
Discuss agent work completed during After Contact Work
Strategize 30 ways managers can improve team-wide agent efficiencies
Discuss best practices for setting efficiency targets and managing outlier
Why Go faster! doesnt work
Capacity Metrics: Tracking Service Accessibility
Define blockage and how to reduce or eliminate blockage
Define Average Speed of Answer
Identify the most significant drivers of wait time
Demonstrate how call center engineering techniques can reduce wait time by
Discuss IVR Analytics and the optimization information they provide
Explain the two Abandonment Rate calculation methods
Innumerate the seven factors of caller wait time tolerance
Analyze time to abandonment and hypothesize possible causes and solutions
Define Service Level
Who needs Service Level?
Who set the Service Level target for your call center?
How are Service Level targets determined?
Describe data sources that contribute to setting realistic Service Level
Understand the risks inherent in your Service Level blind spot
Calculate Delay of the Delay
Calculate Self-Service Usage Rates
Brainstorm self-service technologies for addressing high volume call types
Analyze Attrition Rate
Differentiate the terms attrition, turnover and churn in a contact center
Calculate your centers cost of attrition
Discuss strategies for reducing attrition
Collect useful Employee Job Satisfaction data
Explain why affective commitment and job satisfaction are statistically
correlated to first contact resolution (FCR) and customer satisfaction
Define the 16 drivers of positive call center culture
Discuss the most critical changes you would advocate to create a high-quality
contact center culture
Utilization Metrics: Tracking Application of the Workforce
Define Available Time
Define Auxiliary Time
Define AUX Codes useful in your call center
Define Idle Time
Define Occupancy Rate
Review best practice occupancy rate targets for
Centers with short transactional call types
Centers with longer consultative call types
Describe negative outcomes that follow sustained periods of high occupancy
Explain the dynamics and tradeoffs of occupancy rate, wait time, and service
Strategize methods of stabilizing occupancy
Schedule Adherence, and Non-Adherence
Calculate schedule adherence
For phone duty shifts only
For all activities throughout the workday
Develop strategies for reducing non-adherence to schedule
Discuss adherence training exercises
Demonstrate an adherence coaching session
Brainstorm adherence rewards and recognition ideas
Setting adherence targets
Workforce management efficiency metrics
Define Forecasting Accuracy
Define Scheduling Efficiency
Controllable vs. non-controllable
Inside- vs. outside-the-building shrinkage
Effectiveness Metrics: Tracking Outcomes
Review select customer satisfaction measurement best practices
Select a survey method
Determine the surveying frequency
Design questions that result in actionable information
Design questions that capture trending data
Determine when it is appropriate to update the survey and what updates to
First Call/Contact Resolution
Explain why contact centers focus on FCR
Innumerate five primary factors impacting FCR
Discuss alternative methods of capturing FCR data
Use an innovative method to estimate your contact centers FCR rate
Investigate and discuss opportunities for improving FCR rate
Describe the quality monitoring and scoring process used to construct agent
Construct metric targets that balance and reflect the importance of both
quality and efficiency
Describe your centers auto-fail criteria
Identify and discuss standard operating procedures and what constitutes an
Review technologies and monitoring methods for evaluating contact documentation
Productivity Metrics: Tracking Throughput
Understand the critical difference between Call Type and Disposition Type
Implement high impact management methods that quickly improve contact center
Track contact dispositions
Strategize methods for reducing escalations and transfers
Analyze time into bail data and hypothesize probable causes and solutions
Avoiding misuse of the Calls per Agent metric
Investment Metrics: Managing Costs
Explain how various investment metrics are computed:
Cost per Contact
Cost per Resolution
Compensation Cost per Contact
Brainstorm strategies for reducing Cost per Contact
Define and explain the purpose of computing Cost per Channel
Creating Balanced Metric Scorecards
Align metrics with contact center business processes
Using metrics, track the life of a call through the contact centers
Define standards and criteria for selecting performance scorecard metrics
Determine appropriate metrics by job level, including
Front-line service delivery metrics
Create a balanced contact center scorecard
Create a balanced supervisor scorecard
Create a balanced agent scorecard
Define useful new hire training metrics
Define useful nesting/shadowing phase metrics
Choose a metric scorecard presentation
Compare performance to established targets
Plot positive and negative metric variances from period to period
Determine the right frequency for metric reporting
Determine time intervals for calculating fair and meaningful averages and
RCCSP faculty instructors have both call center management and training delivery
expertise. They are certified at the Master Trainer
level for delivery of this course and will adapt the course delivery
to meet the needs of participants' varying levels of experience and differing
call center environments. RCCSP's faculty includes instructors experienced
in non-profit and government contact center environments, in addition to
large and small for-profit environments. Instructors are located throughout
The per student registration fee for this training program is $2,195 and
2-day instructor-led training
All training materials
Course certificate of completion
Breakfast, lunch and refreshments each day.
To register, follow the "Book Now" link below or call (708) 246-0320.
Team Pricing for Ten or More
Train and certify your managers enterprise-wide. Register ten or more
participants from your organization for a Comprehensive Contact Center
Metrics course for just $1,495 per person, over 31% off the single registrant
price. Team Pricing is subject to available seating and class size
maximums, so please register early.
How to Register Your Team
To take advantage of this incredible savings, enter a quantity of ten or
more in a single registration. Pay by credit card, check, or ACH transfer
at least three weeks prior to the course start date. It is not necessary
to provide names of all the attendees at the time of registration. Subject
to available seating, more participants may be added to your team registration,
later, at the team-discounted price.
Register with confidence online, or call (708) 246-0320 to speak with a registrar
and sign-up your group by phone.
Class Start and Stop Times & Dress Code
Class begins at 9:00 AM and ends at 5:00 PM each day. Continental breakfast
is served at 8:30 AM. Business casual attire is appropriate. No jeans
or sneakers please.
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 six attendees, and a per person fee for each attendee
thereafter. On-site fees are all inclusive:
Base Fee for up to 6 participants - $13,995 includes:
2-day instructor-led training course
All training materials
Includes all 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:
A flipchart easel with self-stick flipchart paper and markers
Projection screen or monitor
For more training course options, see the entire
Training Calendar of dates and locations.
For more IT, technical and field support training course options, see the
Desk, ITIL, and Support Center Calendar.
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
On-site, social-distanced private classes are available now
Register for a 2021 open-enrollment course today. Classes
limited to 8 participants.
|What some past attendees say...
"Absolutely fantastic. The KPI and Metrics framework in particular really
simplified a daunting task for me. As a new manager, attending this event
made me feel so much more prepared for my new responsibilities, and I honestly
feel like my managerial skills have jumped ahead by about 4 years."
-- Manager of End-User Services, Planned Parenthood Federation of
"The RCCSP instructor was fabulous, engaging and provided great examples
to drive topics home. I'll be taking a deeper look into our customer service
operations, specifically FCR, transfers, AHT by call type, and SOPs."
-- Customer Service Manager,
EHI, St. Louis, MO
"In spite of several years in the support center, I am leaving this course
with fresh ideas and an improved understanding of how to optimize team
performance. And, I have identified more positive ways to present our performance
tracking and results."
-- Operations Manager, Change Healthcare, Nashville, TN
"Very professional organization. RCCSP provides comprehensive education
with practical and actionable information that can be put into practice
immediately. After attending this course I anticipate an improved ability
to report and monitor metrics more effectively as we continue to
-- Call Center Director, Behavioral Health Group, Dallas, TX
"Outstanding. I really got a lot from this course. Metrics, quality, and
performance measures need to be in place and this course assisted with that.
RCCSP is organized, knowledgeable and tailors to our needs."
-- Program Manager, US Treasury
"RCCSP is AMAZING."
-- Manager of Call Center Operations, Curaleaf, Miami, FL
"This is one of the best educational academies I have attended. It surpasses
other call center training courses. Content was detailed, well arranged and
the instructor was superb. Our supervisors are new, and this information
will help them understand metrics, KPIs and schedule adherence factors.
Outstanding course and organization."
-- Superintendent, Tucson Water, Tucson, AZ
"Excellent! We will use metrics, take a closer look at the impact of attrition
and more. I learned a lot from this very detailed, informative, and very
-- Director of Patient & Practice Support, Novasom Inc.
"This very high quality training was given by a very knowledgeable instructor.
Concise materials and interactive exercises were helpful. Now I have a better
awareness of shrinkage, and I will be creating metric scorecards. I had only
attended conferences and "symposiums" in the past. This was my first multi-day
training course. Fabulous!"
-- Director Customer Care, Defense Finance and Accounting Services, Cleveland,
"The material covered really helped me to better understand why call center
metrics, processes and quality drive the results. The training was very
informative, well-structured and, overall, one of the best classes I've ever
attended. I would say to anyone thinking about attending the training, don't
hesitate. Take the class!"
-- Call Center Director, Purple Heart Foundation, Woodbridge, VA
"There will be so many positive changes now, with the correct understanding
and application of metrics! RCCSP's professionals are experts in call centers
who understand the underlying science and convert that knowledge into useful
-- Customer Service Manager, Slavic 401k Plans, Phoenix, AZ
"This course has provided me more than I can picture incorporating in
the near term - more than enough to aim for within the next 18-24 months.
I'll begin with factoring in shrinkage for a more realistic picture of what
Service Level we can target and to get a better picture of the true cost
of operations, then aim for better call volume management through engineered
IVR and queue configuration."
-- Customer Service Operations Coordinator and Help Desk Manager, ASM
Research, Chesapeake, VA
"The information provided is extremely useful. I understand what the metrics
mean and will be able to convey the importance to staff. Very good course.
Very professional organization."
-- Supervisor, MO Division of Employment Security
"RCCSP is a very good organization with a motive to support their clients
with best contact center knowledge and expertise. With this training we are
prepared to increase first call resolution, lower agent attrition, reduce
the average handle time of inbound calls, increase customer satisfaction
with a lower average speed of answer, and increase revenue."
-- Data Analyst, Lincare, Inc., Clearwater, FL
"I loved this class. Very informative. It gave me a different outlook
and method to evaluating our performance."
-- Manager, Palmetto GBA,
"This very comprehensive training not only presents theory but it provides
"hands on" participatory sessions. I learned how to put in place and track
measures to reduce absenteeism and to pay keen attention to metrics and what
they mean. Every call center should invest in this kind of training for their
management team, as it is an eye opener to some things that you should be
doing that you are not or not doing well, especially concerning metrics and
their impact. The trainer delivered the material in a detailed, professional,
and fun way which made it easy to learn. I wish it could have continued for
-- Manager, -Services Group International Montego Bay, Jamaica
"A Godsend. This is exactly what I needed. This course was much more
comprehensive that others I've attended and more specific. Improved performance
metrics will be a positive change for our center."
-- Regional Contact Center Manager, Medical Transportation Management,
"I highly recommend this course. We are going to use all the metrics covered
here to measure our customer satisfaction response. It would be so beneficial
for all managers to attend this course; it would be eye opening for them
to understand how a best practices call center operates."
-- Branch Manager, Slavic 401k, Phoenix, AZ
"After this, I'll be changing quite a few AUX codes and establishing a
balanced agent scorecard."
-- Director, Tech Help Line, Florida Realtors, Orlando, FL
"I expect to see improved efficiency and lower costs as a result of this
training, better attention to the customer experience and increased quality.
RCCSP is helpful, supportive and professional."
-- 2-1-1 Director, United Way of
Salt Lake City, UT
"This instructor was hands down the best trainer I have ever experienced.
Each moment was filled with useful information presented in ways that kept
me captivated. Money well spent. I can't wait for another session"
-- Reservations Supervisor, Enterprise Rent-a-Car
"The RCCSP Professional Education Alliance is fully dedicated to ensuring
the success of call centers. After attending this course, I anticipate a
significant decrease in our overall Average Handel Time with more careful
handling by specific call type."
-- Manager, Wright-Patterson Credit Union, Dayton, OH
"This training experience was outstanding! I can't say enough complimentary
things about the instructor. She did an excellent job facilitating training
- very interactive and informative. It was an overall good experience that
I'll be sharing with management of my company and my colleagues in the
-- Manager, Contact Center Operations, Trellis
-- Vice President, Affordable Housing Management Association
of East Texas
"Very impressed with the program. Awesome. Great material. Easy to follow.
The instructor was amazing, funny and knowledgeable and provided a great
cohesive learning environment.
-- Senior Manager Workforce Planning, Goodwill Industries
"Very 'real life' learning examples supported by underlying call center
science = awesome."
-- Benefits and Disability Supervisor, Medtronic
"Excellent! Very detailed and informative with a lot of good take-away
tools. Instructor knowledge and teaching ability was off the scale. This
is a very professional organization. I learned a lot and I am excited to
take more RCCSP courses."
-- Director of Patients and Practice Support, Novason,
"This course was loaded with information and our organization got a lot
out of this class. Very intense, a lot of information, but incredibly helpful,
valuable and relevant info! Great organization!"
-- Fraud Center Manager,
Jack Henry & Associates
"RCCSP CCMC training is unbelievable! I look forward to helping our staff
understand occupancy and adherence."
-- Director, Customer Support, JHA
"The RCCSP Professional Education Alliance is a useful ally. They have
-- Service Manager, Community Information Centre of Ottawa
"5 out of 5 stars from me for the instructor's knowledge and teaching
ability, course content and coverage, quality of the tools and materials,
RCCSP professionalism, and value of the RCCSP certification."
-- Director of Tech Helpline,
"For someone who has never worked in a call center environment, after
attending this training, I feel very confident, knowledgeable, and well equipped
to accept the challenge to manage a call center. I personally believe that
every call center should invest in this training for their management team,
as it is an eye opener, especially with respect to the correct meaning and
uses of metrics. The RCCSP trainer delivered the material in a detailed,
professional and fun way which made it easy to learn. I wished it could have
continued for another two days. I cannot wait to take my next RCCSP
-- P. Bent-Hall
|Recommended Follow-on Courses:
Workforce Management Hands-on Boot Camp
Management Certification Boot Camp
in Quality Improvement
IVR and Speech Recognition In the Age of Smart Phones