There are a number of different metrics used within the call center environment to measure the performance of an individual agent, a group of agents and the call center as a whole. Understanding those metrics and how they play into the operation of the center as a whole is critical to the success of the call center supervisor. Fortunately, call center training offered by RCCSP can provide the necessary insight supervisors need to lead their team to success.
An upcoming RCCSP training course is built around the fundamentals of call center training, providing call center leaders with the ability to analyze and control variations that tend to occur in call center performance. It will also demonstrate to participants how to cut the average customer wait time in half by using the scientific principles. Participants will also learn how to use metrics to manage cost and time.
The call center training course will also focus on enabling participants to develop a cause and effect analysis that can help in the generation of operational solutions and improvements across the enterprise. Participants will also create a ‘metric blueprint’ to direct attention to factors and actions that will have the greatest impact on the performance of the center.
The main focus of this call center training course is to help participants learn more than just how to identify performance metrics. While it is useful to executives to report how the call center has done in the past, leaders on the floor need information that will help them improve performance. Process metrics, therefore, help these leaders to identify shortcomings that enable action; in effect, they tell the manager or supervisor what to do.
To that end, this course will introduce participants to the differences between product metrics that measure outcomes and process metrics that measure causes. They will also learn how to use these metrics and reports as effective tools rather than historical report cards.
By participating, call center training students will learn how to prepare their metric blueprint, the key metrics they need to track, statistical techniques to make reports more valuable, the division of labor and the impact on information and making decisions, the different information requirements for tactical and strategic decision-makers, and the statistical techniques that can dramatically improve effectiveness from a tactical and strategic viewpoint.
Professionals responsible for the performance management of the support center, call center operations, reporting, or the implementation of performance improvement strategies within the call center will benefit from this call center training course. COOs, CIOs and VPs of operations can also benefit, as well as managers, designers, directors and analysts. There are no prerequisites for the course and by design, it will help all help desk and call center professionals.
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Edited by Brooke Neuman