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
