Programme Content

Call Forecasting – The Essential Requirements I

	Understanding your business
	The relationship between your customers and calls
	The key principles of forecasting
	The wrong way to forecast for staffing levels

Call Forecasting – The Essential Requirements 2

	Establishing volumes and handle times
	Culture and staff shrinkage
	The key performance factor and the wrong ones
	The service level for your business
	Look into the future of your business

Call Forecasting for Start-ups or New Product/Service Lines

	The key assumptions for Day 1
	The essential working model

Essential Live Management

	Floor performance management
	Peak call management
	Intra-day management
	Key simulation tools
	The use of overflow groups

Effective Management Reporting – Too Much Data?

	Drill down to the essential ACD reports
	Period reporting

The Key Performance Measures- Quantitative

	Ready – encouraging the right behaviour
	Key performance measures for the centre
	Key performance measures for teams
	Key performance measures for agents
	Agent activity work modes for logging-on

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Quality Management - A Box Full of Quality

	Customer expectations
	The building blocks for quality

The Essential Quality Model for Your Call Centre

	Resolution live
	Understanding your call types
	Call avoidance strategy
	Repeat calls & rework
	Service delivery failures
	Verbal dissatisfaction

Advisor Quality Monitoring

	Technical skills
	Soft skills
	Mystery shopping

The Key Enablers

	The structure to support excellence
	Process improvement
	Training needs analysis

The Key Performance Measures - Qualitative

	Key performance measures for the centre
	Key performance measures for teams
	Key performance measures for agents

Health & Welfare - Call "The Call Centre Doctor"

	Falling foul of regulation
	Occupancy, workload & stress
	Occupancy minutes per hour
	Workplace assessments

Case Study

	Defining service goals Identifying staffing requirements
	How to use the contact centre to: Identify, find, win and grow your customers