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Provided by: Serebra Learning Corporation Performance Metrics for an Inbound Call Center |
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Training
Provided by Serebra Learning Corporation
The call center environment typifies the active, fast pace of the business world. In this hectic environment, is there time to consider how things are being done? There should be. As the call center industry slowly transforms into a customer management industry, the impetus will be on call center managers to ensure customers receive the best service possible. But where do you look to analyze performance? Is performance quantifiable? Yes it is Call center performance metrics outlines the path to improved operations. This course will explore the full range of call center performance metrics. It will look at where the metrics come from, what they reflect on, and how they can be analyzed to improve performance. This series is targeted specifically for call center managers, but would also be a valuable asset for call center executives committed to the growth of their organization, and supervisors of call center agents.
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Performance Metrics for an Inbound Call Center
Audience
This series is targeted specifically for call center managers, but would also be a valuable asset for call center executives committed to the growth of their organization, and supervisors of call center agents.
Topics
Objectives
- Measuring Call Center Performance
- recognize the benefits of using call center performance metrics.
- identify the purposes of using performance metrics.
- identify the operations and qualitative performance metrics, given a scenario.Measuring Call Center Quality
- recognize the benefits of establishing quality metrics.
- compare qualitative metrics to identify areas of poor performance, given a scenario.
- identify the factors that affect service level, given a scenario.
- identify the steps of the quality planning process.
- match each step in the process of making monitoring a metric to its components. Measuring Call Center Costs
- recognize the importance of understanding cost-related measures of performance in the call center.
- calculate a call center's hidden costs.
- calculate cost per call in a call center, given a scenario.
- identify the factors that influence the cost threshold for an example call center.
- match the technological system to its cost-sav
About The Training Provider: Serebra Learning Corporation
Serebra Learning Corporation - Serebra Learning Corporation provides technology-based training solutions through a combination of Cortex, its proprietary learning management system (LMS), and a curriculum catalog with over 1, 825 current courseware titles. Founded in 1987 (as FirstClass Systems, with a name change to Serebra in 2001), Serebra has over sixteen years" experience delivering e-learning solutions to both...
