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.

What you measure is what you get! In this 2-day workshop call center leaders will look at measures that will drive the behaviors that to achieve best in class call center results.

What will you learn?

To guarantee a successful call center, it is important to set standards that drive the right behaviors and to identify and track performance measurements that impact the bottom line.

Key Learning Points

Identify Performance Measurements That Impact the Bottom Line: Cost, Revenue and Impact Measurements.
What to Measure: Agents, Supervisors and the Call Center
Track, Analyze and Evaluate
Measure Customer Satisfaction - The Customer's Voice
Understand the Relationship and Links between Measures
Measures for Agents, Supervisors and the Center

Modules

Why Measure?

Drive corporate strategy and culture
Achieve competitive marketplace position
Insure business results and success

How To Measure

Welcome complaints and feedback
Where to get data
Service and process improvement

Who And What To Measure

Key Center Measurements

Outbound measurements
Inbound measurements
Impact measurements
Revenue/cost measurements

Management and Supervisor measurements
Agent measurements
Manage Conflicting Measurements

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.