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Overview & Objective
This two-day course will cover advanced analytical techniques used
in the
contact centers, 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 contact
centers in Hong Kong, Taiwan, Singapore and Malaysia.
Participants will learn techniques on data preparation and
presentation to management for extensive customer service
performance reporting. Participants will also equip themselves with
a comprehensive understanding of auditing techniques used in
customer service centers and to ensure Customer Service 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 certification, participants should attend the above
two-day training and complete an on-line written examination and
submit a CCCA project paper.
Each participant has 1 month from the course date to complete the
written certification exam. The written exam takes approximately 1
hour. All exams are on pass / fail basis. If necessary, a 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 Customer Service Framework
• Strategic Value of Customer Service
• World Class Foundations
• The Need and Benefits of Standard
• Customer Communication Strategy
Contact Center Analysis
• Customer Metrics and Measures
• Calculating call / customer service transaction volume &
staffing requirements
• Customer Experience Audit
• Customer Contingency Plan
• Customer Behaviour Analysis
• Trend Analysis, Prediction and Prevention
Quality Assurance
• QA Systems, Tools and Implementation
• QA Problems and Preventions
• Mystery Shopping Program Success Factors
• Customer Feedback and Reporting
• Compliance Measurement
• Review Frequency
The Customer Service Quality Standard and Site Audit
• International Quality Standards and Certifications
• Audit Technique and Score Card
• Management Responsibilities
• Resource Management
• Process Management
• Performance Measurement
• Integration with the Balanced Score Card
Process Improvement
and Problem Solving
• Creating and Mapping Customer Service Processes and
Workflow
• Measuring Process Performance
• Business Process Improvement
• Business Process Reengineering (BPR)
• Problem Solving and Root Cause Analysis
Best-in-Class CRM
Benchmarking
• 360 Degree Benchmarking & Improving for World Class
Standards
• Customer Satisfaction Measurement
• Mystery Calls and Mystery Shopping
• Process & Performance
• Technology
Customer Service
Statistics and Numbers
• Key Performance Indicators and Metrics
• Definitions, Measurement & Improvement
• Analysis and Reporting for Management Review
Knowledge Management
• Knowledge Management Key Success Factors
• Successful Measures and KPI’s for KM
• Develop the Customer Service Knowledge Management (CSKM)
• ROI on Knowledge Management
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