Foundations of Contact Centre Management

Foundations of Contact Centre Management

After this two-day intensive workshop you will have the knowledge and confidence to know what, how and WHY changes can make your Contact Centre more efficient and effective.

Workshop Content

CONTACT CENTRE CONCEPTS AND THE PRACTICE OF MANAGEMENT
  • The purpose and mission of business
  • Contact Centre evolution and its strategic position with the business
  • Role of the Contact Centre in providing remarkable customer service
CONTACT CENTRE PROCESSES
  • The impact of process on the Centre’s bottom line
  • Interdependencies of processes
  • Key processes and metrics
CONTACT CENTRE BASIC TECHNOLOGIES (pre-workshop self-study with review in-class)
  • Key technology components in Contact Centres (PBX, ACD, CTI, IVR, VRU etc.)
  • The strategic and operational role of technology
WORKFORCE MANAGEMENT FUNDAMENTALS
  • How to maximize Service Level, minimize customer wait time, and ensure that the right people are in the right place at the right time
  • Queuing theory: Erlang formulas and their application in Service Level Management
  • Capacity planning (requirements), forecasting, scheduling and Intra-Day analysis
STRATEGIC PERFORMANCE MEASUREMENT AND REPORTING
  • The how and the why of Performance Management
  • The concept of Balanced Scorecard by Norton and Kaplan
  • How to construct an organizational Balanced Scorecard
  • Looking at the big picture
  • Key metrics for tracking Contact Centre performance
  • How to understand and apply these key metrics
PERFORMANCE MANAGEMENT IN CONTACT CENTRES
  • Efficiency vs. effectiveness measures
  • Performance Management: People
  • Performance Management: Process
PRACTICES TO ACHIEVE SERVICE LEVEL AND COST SUPERIORITY
  • Understanding the significance of Service Level as the key to Customer Satisfaction and optimal productivity
  • Service Level or occupancy? Setting the right service level, customer impatience factors
  • Real-time response process: a practical model for turnkey applications
  • Understanding and managing the root causes of Call Centre inefficiency in order to improve productivity:  e.g. workload, First Contact Resolution, WorkForce Management, contact handling skills, systems support.
PUTTING IT ALL TOGETHER:
  • Applying this knowledge in everyday Contact Centre Management

Your workshop leader

Turaj Seyrafiaan  is one of CPA’s most popular instructors.  Turaj was a Senior benchmarking consultant with Bell Canada and is now an independent consultant specializing in benchmarking studies, process optimization and business analysis for Contact Centres all over the world.

Turaj has a Master of Engineering degree from McGill University and an M.B.A. from McMaster University.  He is also a Lecturer on Customer Service and Contact Centre Management at Seneca College.