Measuring Call Center Effectiveness

The Resource Center for Customer Service Professionals LLC
Chicago, IL, United States

Course Format: Classroom | E-learning | Virtual Class | Online | On-site | Blended | Self-paced

Course Description:

'' This call center management training course will help you to sort through the maze of contact center data in order to determine the metrics that drive success in your call center. Identify what should be measured, why it should be measured and how to collect the data that counts.

As call centers grow increasingly complex, what constitutes effectiveness is increasingly difficult to measure. Reports can generate numerous metrics, but which ones really matter? Which ones will drive the right behaviors at the agent level, the team level and the management level?
Invest one day to understand these metrics and determine measures that are right for your call center. You’ll get answers to the above questions and much more. Move beyond simple benchmarks to understand how you can set the right goals for your unique call center. Metrics will be examined from multiple perspectives and will focus on these key areas:

Quality
Accessibility
Efficiency
Cost performance
Strategic impact
What gets measured, gets done ¨C so be sure you are measuring the right activities at all levels in your center.

Attend this training seminar to get answers to your questions, such as:

Is first contact resolution an appropriate measure for your center? Do you know how to get the data you need to support it?
Do you know the four ways to calculate service level? Do you know which one your ACD uses?
Do you know what occupancy includes? How about adherence to schedule?
Can a rising cost per contact be a good thing? What might that indicate?
Is your employee turnover calculation accurate? How are others calculating this key measure?
You will also:

Gain confidence that you are measuring what matters most.
Explain current results in the context of interrelated measures.
Determine how to measure individual agent performance.
Assess the effectiveness of service delivery across all contact channels.
Understand the relationship of many key call center measures.
Know how to take action after examining results.
Explore how measures can help identify root causes.

Who should attend?
This seminar is appropriate for all levels of call center management. Directors, managers, analysts and supervisors will all benefit from the explanation of key metrics. The course applies to customer contact centers in a wide range of commercial and government sectors including those involved in customer service, sales, help desks, claims, reservations, information centers, hotlines, emergency services and consumer affairs.

...''

Phone:(708) 246-0320

School Address:

The Resource Center for Customer Service Professionals LLC
PO Box 401, Western Springs, IL 60558, USA


Jobs & Resumes: Chicago
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