Program Details
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.
Other Information
Target Participants:
- Contact Center Human Resource
- Manager
- Supervisor
- Other
Duration : 2 Days Program