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

Overview

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

Certification

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

• Call Center Six Sigma Black Belt
• Certified Call Center Engineer (CCCE)

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.

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 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:

Designing Six Sigma Support Centers IVR Design: Streamlining the Customer Experience

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

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.