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Jadwal Training Pelatihan :

Contact Center Performance Management

Contact Center Performance Management

Tanggal
Jabodetabek, 22-23 April 2013

Workshop Objectives :

  • To recognize the importance of performance management in contact center
  • To learn the key performance indicators of contact center
  • To be able to understand and to analyze the contact center report
  • To be able to develop performance target of individuals and contact center

Program Outline :

Module 1: Introduction of Performance Management

  • Understanding the Concept and Objectives of Performance Management
  • Performance Management Life-Cycle

Module 2: Contact Center Productivity

  • Understanding Call-Flow
  • Understanding answer level and Occupancy Rate
  • Calculation of Cost Per Call

Module 3: Queue Management

  • Calculation of average speed of answer
  • Understanding abandonment and Service Level

Module 4: Time Management & Service Process

  • Understanding how agent spend their time
  • Calculation of talk-time, handling time and unavailable-time

Module 5 : Service Quality Indicators.

  • Quality indicators in Contact center
  •  Understanding Customer Satisfaction Index and First Contact Resolution.

Module 6: Practice on Reports Preparation and Analysis.

Training Methodology :

This interactive workshop involves lectures, games, extensive role play sessions, activities, presentations, work group discussions, ideas sharing with continuous evaluation and real time feedback from the facilitator.

Jadwal Lainnya :
Effective Communication Skill (BANDUNG)

Number of Participants :
Minimum 10 pax, maximum 30 pax for learning effectiveness.

Investment :
Rp 4.000.000,/ participants or
Rp 10.000.000 / 3 participants from same company

include :

  • Training Kits
  • Certificate
Registrasi Tidak Mengikat
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