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Program Details

Objectives :

  • To equip participants with the leading principles & practices related to Contact Center Operations Management.
  • To allow participants to gain insights and ideas from the world wide best practice Contact Center Operational.

Outline :

1. Service Level & Response Time

  • a. Establishing and using Service Level and Response Time objective.
  • b. Planning and managing Service Level and Quality.
  • c. Real Time Management.
  • d. Establishing and Managing Service Level Agreement.

2. KPI Contact Center

  • a. Speed Performance.
  • b. Quality Performance.
  • c. Efficiency Performance.
  • d. Cost Performance.
  • e. Outbound Call Performance.
  • f. Strategic Impact Performance.

3. Resource Management

  • a. Forecasting definitions, principles, and methodologies.
  • b. Staffing calculations and queue dynamics.
  • c. Scheduling principles and methodologies.
  • d. Managing and improving quality.

4. Contact Center Technology

  • a. Understanding CRM.
  • b. Identifying, aligning and leveraging existing and emerging technologies (Omni Channels).
  • c. Building a technology strategy and managing new implementations.

5. Facility & Disaster Recovery

  • a. Site Selection Issues.
  • b. Floor Plan Design.
  • c. Health, Safety and Security.
  • d. Disaster Recovery.

Other Information

Target Participants: 

  • Manager.
  • Supervisor

Duration : 2 Days Program

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