Foundations of Contact Centre Management

A contact centre is a vital part of today’s successful businesses. Every one provides contacts through various media but there are very few organizations that operate a fully optimized contact centre. Contact centres are built on five pillars of ‘Strategy’, ‘People’, ‘Process’, ‘Technology’ and Facilities’. Managing an efficient and effective contact centre requires harmony between all these pillars (how they operate and how they impact each other).

This workshop provides an ideal grounding as it covers the basics of the Contact Centre business including the concepts of balanced scorecard, continuous improvement and the role of performance management.

This workshop includes a simplified assessment survey, benchmarking attendees’ contact centres against best-in-class organizations. With the results of this survey, participants can focus on the key areas for improvement and create a customized improvement plan for their centres.

Day 1 covers Contact Centre basic operational concepts including processes and emerging technologies and the roles they play.

Day 2 covers the principles of Performance Measurement, reporting and Performance Management for all aspects of contact centres (including Service Level Management, contact centre mathematics and budget).

Day 3 covers more advanced topics of process optimization, continuous improvement and best observed practices.

If you are a Contact Centre Manager or Supervisor – or aspire to that level- then this Foundations of Call Centre Management workshop is perfect for you.

Course Outline

  1. Contact centre concepts and management
    • The purpose and mission of business
    • Contact centre evolution and strategic positioning
    • Role of contact centers in providing remarkable customer service
  2. Contact centre processes
    • The impact of processes on the centre’s bottom line
    • Interdependencies of processes
    • Key processes
  3. Contact centre technologies
    • The role of technology
    • Key technology components in contact centres
    • Emerging technologies and next generation call/contact centres; challenges and responses
  4. Workforce Management
    • Right number of people at the right time
    • Erlang formulae and their application in workforce management
    • Capacity Planning, Forecasting, Scheduling and Intra Day
  5. The role of performance management in organizational success
    Performance management is the primary means for organizational focus and is used to influence organizational behaviour.

    • The how and the why of Performance Management
    • The concept of the Balanced Scorecard by Norton and Kaplan
    • The construction of an organizational balanced scorecard
  6. Performance measurement and reporting
    • The big picture
    • The key metrics for tracking contact centre performance
    • Understanding these key metrics and their applications
  7. Performance management in contact centres
    • Efficiency versus effectiveness
    • Performance management: People
    • Performance Management: Process
  8. Contact centre management: Budget
    • The real cost of operation
    • Budgets that are easy to sell
  9. The principles and practices to consistently achieve service levels
    Understanding the significance of service level: the key to customer satisfaction and optimal productivity

    • Service level or occupancy?
    • The principles and practices to consistently achieve service level:
      • Setting the right service level and customer impatience factors
      • Real-time response process: concepts and a practical model for turnkey applications
  10. The principles & practices of achieving cost superiority
    Understanding and managing the root causes of Call Centre inefficiency for higher productivity.

    • Work load
    • First Contact Resolution
    • Workforce management
    • Contact handling skills
    • Systems support
  11. Continuous improvement
    • Operational assessment
    • Improving customer satisfaction
    • Improving agents’ performance
    • Improving processes
  12. Putting it all together: Application for everyday contact centre management

Who would benefit from this course?

  • New managers who want to understand more about contact centre operations
  • Managers who need to lead process improvement within their contact centre
  • Contact centre professionals and those who intend to pursue contact centre management as a career