Call Center Training - Call Center Learning Solutions, training the voice of your business with on-site courses, online courses,web seminars, and e-learning call simulations.

This 2-day workshop is designed to understand which data is most critical and where to focus on statistics to measure the success of your agents and the center.

What will you learn?

Learn the value of different measures and how to use them to determine your center's success. What are the formulas behind ACD statistics? Look at and understand Service Level, Average Speed of Answer, Abandoned Calls, Handle and Talk Times and Occupancy.

Key Learning Points

Understand and Use Call Management Reports
Identify which statistics are most relevant predictors of success
Understand Agent productivity measures, Calls, AHT, Adherence
Choose the best productivity measures
What does Service Level really measure
Important reports - ASA, Abandons, Occupancy, Staffing
Develop Real Time Call Management and Staffing Strategies
Impact of Over and Under-staffing

Modules

The Basics

Understand key terms
Service Level -The most important measure

Call Management Reports

Classic queuing formula
Average Speed of Answer and delayed calls
Are Abandons always bad
Handle and Talk Time

Scheduling Strategies

Pooling Principle
Rostered Staff Factor-balance schedules
Agent specialization
Agent experience level

Manage Agent Productivity

Calls per hour
Handle and Talk Time
Agent Adherence
Occupancy
Choosing Productivity Measures

Workshop Environment

This workshop is interactive and involves team building exercises, group discussion, brainstorming, practice and the situational application of skills. Students are totally involved in the learning process.