Call Design 
Training & Events Training Courses Team Leader Training
Training & Events Training Courses Team Leader Training
Team Leader Training
The Dynamics of Call Centre Performance
This course is a must-attend class for every call centre manager or operations specialist. Four key areas of performance are discussed, with a 'how-to' blueprint of steps and processes to follow for outstanding operational success. The seminar covers the basic components of workforce management, performance measurement and reporting, performance review and coaching, and measuring and improving performance with customers.
Course Cost |
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$1850.00 ex GST (per person) |
Course Dates |
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Available on request |
Course Details - Overview
Module 1: Workforce Management
- Defining workforce management
- Staffing alternatives
- What makes call centre staffing unique
- Basic steps of workforce management
- Overview of forecasting
- Defining service objectives
- Calculating staff requirements
- Evaluating staff, service, cost tradeoffs
- Applying shrinkage to staff plan
- Scheduling challenges and solutions
- Managing daily service levels
- Managing attendance and adherence
- Automation options and issues
Module 2: Performance Measurement
- Matching KPIs with business strategies
- Identifying stakeholder groups
- Service, quality, efficiency, profitability
- Sources of information
- Determining the best calculation method
- Avoiding common math mistakes
- Defining a reporting strategy
- Standard vs. customized reports
- Painting a picture with the statistics
- Communicating with other departments
Module 3: Performance Review and Coaching
- Defining a performance management model
- Outlining competencies/behavioral standards
- Defining performance gaps
- Applying a diagnosis and treatment model
- Developing a quality monitoring process
- Call calibration and scoring
- Delivering positive and negative feedback
- Fundamentals of coaching
- Creating a mentor program
- Creating a positive discipline plan
- Defining effective rewards and incentives
- Planning for continuous improvement
- Proven retention strategies
Module 4: Managing the Customer Relationship
- Basics of telephone etiquette
- Performing a call centre satisfaction audit
- Creating the survey instrument
- Survey administration options
- Analyzing customer data and feedback
- Developing a systematic listening system
- Delivering “voice of the customer” feedback to the enterprise
- Teaching agents/supervisors their important role in the customer relationship