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Performance Management KPI (Key Performance Indicator)

Performance Management KPI (Key Performance Indicator)

Objectives :

  • Recognizing the key success factors in managing Contact Center.
  • Learn what is best practice Contact Center KPIs.
  • Provide understanding how to manage Contact Center performance from the perspective of the company and customers.
  • Learn and practice to calculate High Level & Agent Level KPIs (score card) of the Contact Center.

Outline :

1. Understanding the Customer Contact Process

  • Inbound Contact Call.
  • Outbound Contact Call.
  • Non Call.

2. Classification, Definitions & Formulated of Contact Center KPIs

  • Service (speed).
  • Quality.
  • Efficiency.
  • Outbound.
  • Financial.
  • Strategic.

3. Use KPI (Key Performance Indicator) to Manage Performance

  • Operation Management Cycle.
  • Managing Real Time Transaction.
  • Managing Deferred Transaction.
  • Managing Staff Availability.

4. Setting High Level & Agent Level KPI (Key Performance Indicator)

  • SMART Approach Target Setting.
  • Aligning KPI with Job Description.
  • High Level KPI Score Card.
  • Agent Level KPI Score Card.
  • Performance Appraisal.

5. Exercise

  • Individual Working Objective.
  • Setting Individual KPI.
  • Calculation Score Card.

Target Participants: 

  • Contact Center Human Resource
  • Manager
  • Supervisor
  • Other

Training Facilities :

  • Modul Pelatihan
  • Sertifikat Pelatihan
  • Souvenir
  • Lunch and Coffee Break

Location : Hotel Bintang 3 atau 4 Wilayah DKI Jakarta

Training Invesment : 3.000.000/pax

Duration : 2 Days Program

Training Facilities :

  • Hardcopy Sertifikat Pelatihan
  • Hardcopy Modul Pelatihan
  • Voucher Belanja 50.000

Online Apps : Bluejeans

Training Invesment : 1.500.000/pax

Duration : 2 Days Program

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