
Performance Management KPI (Key Performance Indicator)
Post Series: Public Program
- 1.Performance Management KPI (Key Performance Indicator)
- 2.Strengths – Focused to Develop Successful Leaders
- 3.Strengths – Focused to Develop Successful Leaders Copy
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