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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

  • a. Inbound Contact Call.
  • b. Outbound Contact Call.
  • c. Non Call.

2. Classification, Definitions & Formulated of Contact Center KPIs

  • a. Service (speed).
  • b. Quality.
  • c. Efficiency.
  • d. Outbound.
  • e. Financial.
  • e. Strategic.

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

  • a. Operation Management Cycle.
  • b. Managing Real Time Transaction.
  • c. Managing Deferred Transaction.
  • d. Managing Staff Availability.

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

  • a. SMART Approach Target Setting.
  • b. Aligning KPI with Job Description.
  • c. High Level KPI Score Card.
  • d. Agent Level KPI Score Card.
  • e. Performance Appraisal.

5. Exercise

  • a. Individual Working Objective.
  • b. Setting Individual KPI.
  • c. Calculation Score Card.

Other Information

Target Participants: 

  • Contact Center Human Resource.
  • Manager.
  • Supervisor.
  • Other.

Duration : 2 Days Program

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