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| Call Center Benchmarking and Measurements | |||
| Description: This 4-hour course is designed to improve your call center’s performance. It will also improve your ability to benchmark your results with other call centers. In addition, this course will allow you to recognize when you have made accurate and valid measurements and assumptions. Measurement areas include not only traditional voice measurements, but measurements from alternate media including web forms, email, fax and mail when appropriate for that measurement area. Course Content: |
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Abandon rate | ||
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Availability and agent utilization |
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Average speed of answer (ASA) | ||
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Cost determination |
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Customer satisfaction | ||
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One call resolution rate | ||
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Cost/Benefit Analysis |
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Handle time | ||
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Quality Monitoring | ||
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Schedule adherence | ||
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Span of Control | ||
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Turnover rate | ||
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Contact volume | ||
| Included: What other companies are doing, sample calculations, performance objectives benchmarks CERTIFICATION: Certificate Of Participation |
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