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Overview & Objective
This two-day course will cover advanced analytical techniques used
in the Contact Center, data interpretation and how to take action
based on this analysis. The course will also take you through a real
life case study of the benchmarking of over fourteen Contact Centers
in Hong Kong, Taiwan, Singapore and Malaysia.
Participants will learn techniques on data preparation and
presentation to management for extensive Contact Center performance
reporting.
Participants will also equip themselves with a comprehensive
understanding of auditing techniques used in Contact Center and to
ensure Quality Standards are implemented and followed. In addition,
participants will have a greater understanding of the need to
perform periodic audits and how to measure success.
Course Discussions and Exercise
Lots of
Peer-to-Peer consulting opportunities and exercises allowing
participants immediately apply the contents that they have learnt in
class. In-class activities are designed to accommodate a broad range
of Contact Center environments.
Certification Procedures
To achieve the Contact Center Analyst Certification, participants
should attend the two-day course and complete the written exam. Each
participant has 1 month from the course date to complete the written
certification exam. The written exam takes approximately 1hour. All
exams are on pass / fail basis. If necessary, a Contact Center
Certified Instructor will review your exam and project with you and
help you plan for success.
Who
Should Attend
Suitable for all levels of staff from Directors to Professionals
involved with CRM Analytics, Contact Centers/Customer Services,
Sales and Marketing. Prior knowledge of Contact Center is an
advantage but not essential. |
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Course Outline
World-Class Contact Center Framework
• Strategic Value of Contact Center
• World Class Foundations
Contact Center Analysis
• Problem Solving and Root Cause Analysis
• Calculating Call Volume & Staffing Requirements
• Contact Center Processes and Workflow
• Customer Database Management
• Trend Analysis, Prediction and Prevention
The Contact Center Standard and Site Audit
• International Quality Standards and Certifications
• Management Responsibilities
• Resource Management
• Process Management
• Operations Management
• Performance Measurement
• Compliance Measurement
• Security and Privacy
• Review Frequency
Quality Assurance
• QA Systems, Tools and Implementation
• Call Handing Procedures and Monitoring
• Customer Feedback and Documentation
CRM & Contact Center Benchmarking
• Benchmarking & Improving for World Class Standards
• Customer Satisfaction Measurement
• Mystery Calls and Mystery Shopping
• Process & Performance
• Technology
Knowledge Management
• Systems and Structures
• Building and Maintaining the KM System
Contact Center Statistics and Numbers
• Key Performance Indicators and Metrics
• Definitions, Measurement & Improvement
Effective Communication and Presentation
• Presentation Skills
• Reporting and Writing |
