Comprehensive Call Center Metrics, Virtual or In-Person Training Course

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 what’s “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. You’ve never attended anything like this before. We guarantee it.

This training course is for anyone who wants to improve their understanding of call center quantitative management techniques. Perfect for beginners to the very experienced, this course starts with the basics and increases in complexity at a pace everyone can follow. Professionals that should attend this course include:

Attendees should possess a basic understanding of what a call center is, how calls flow into a center, and knowledge of basic call center terminology. Course materials are in English, and attendees must possess a high level of English fluency.

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 USA.

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

Instructor-led classroom session begin at 9:00 AM and end at 5:00 PM each day. Morning coffee service is served at 8:30 AM. Business casual attire is appropriate. No jeans or sneakers please.

Virtual instructor-led courses are delivered over four consecutive half days, Tuesday through Friday.

Private 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. Private on-site courses are limited to 15 attendees per class. Private virtual courses are limited to 6 attendees per class.0

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:

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:

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.

Comprehensive Call Center Metrics 2-day in-person or 4-day virtual instructor-led training course - $2,395 Private on-site and virtual training is available		RCCSP Professional Education Alliance