Foundations of Call Centre Management

Foundations of Call Centre Management

September 15, 22 and 23, 2010 8:30am to 4:00pm each day
Holiday Inn Toronto Airport - East

This program is designed for Call Centre Managers and Supervisors who wish to gain in-depth understanding of the core practices of Call Centre Management. Presented over three full days, you will learn the basics of Call Centre technology and Call Centre Management. At the end of the 3 days, you will receive a certificate of completion from The Institute for Contact Professionals. Workshop Outline I FOUNDATION - THE PRACTICE OF MANAGEMENT Strategic Positioning: The power of intention (vision) and attention (execution); avoiding career myopia The purpose and mission of organized business The mandate, role and functions of management in any business A roadmap and template for management success in any business In covering these topics, Peter Drucker's "The Practice of management", Michael Porter's value chain and generic competitive strategy, Theodore Levitt's marketing myopia and Tom Peters' concept of excellence will be discussed II CALL CENTRE BASIC TECHNOLOGY The role of technology in business on strategic and functional level The role of technology in call centre management on strategic and functional level Key technological components in call centre management: Telephony: definition, public network, categories, hierarchy PBX: definition, key functions, key applications for success ACD: definition, key feature and functions, key applications for success Headset & phone sets: key applications for success Work bench: key applications for success CTI: definition, key functions, key applications for success Workforce management: definition, key functions, key applications for success Quality assurance/monitoring system: role and key applications for success Predictive dialer: categories, functions Emerging technologies and next generation call/contact center; challenge and response III THE ROLE OF PERFORMANCE MANAGEMENT IN ORGANIZATIONAL SUCCESS Performance management, the primary means to focus organizational focus and influence organizational behavior; the how's and the why's The concept of the Balanced Scorecard by Norton and Kaplan Peter Drucker's "Management By Objectives" The construction of an organizational balanced scorecard The guiding principles for setting proper organizational objectives IV PERFORMANCE MANAGEMENT IN CALL CENTRE The key metrics for tracking call centre performance Understanding these key metrics and their applications Customer impatience factors and applications V THE PRINCIPLES AND PRACTICES OF ACHIEVING SERVICE LEVEL CONSISTENTLY Understanding the significance of service level: the key to customer satisfaction and optimal productivity The primary driving force affecting service level management: telecommunication traffic The theories and basic laws of telecommunication traffic Random and non-random call arrival and their applications in service level management Erlang formulae and their applications in service level management The principles and practices of achieving service level consistently: Setting the right service level Customer impatience factors Aligning organizational resource to service level objective Planning, forecasting, scheduling, shrinkage factors Schedule of adherence; principles and practice Real time response process: concepts and a practical model for turnkey applications The principle of pooling The critical role of the human factor VI THE PRINCINPLES & PRACTICES OF ACHIEVING COST SUPERIORITY Understanding and managing the root causes of call centre inefficiency for higher productivity Call volume management First call resolution management Process engineering/re-engineering management Call handling skills management Systems support management VII PUTTING IT TOGETHER: APPLICATIONS FOR EVERYDAY CALL CENTRE MANAGEMENT If you are a Call Centre Manager or Supervisor - or aspire to that level- then this Foundations of Call Centre Management workshop is for you. The course leader, Stephen Ng is a retired Call Centre Executive from a major bank, and an alumnus of MIT’s Senior Executive Program. He is formerly the Program Director for Centennial College's Call Centre Management Program. This course sells-out quickly, so if you'd like us to hold a spot for you while you get approval, please email eliz@cpacan.com and let us.

Title:	Foundations of Call Centre Management
When:	September 15, 22 and 23, 2010 8:30am to 4:00pm each day
Location:	Holiday Inn Toronto Airport - East
	600 Dixon Road

	Toronto, ON M9W 1J1 view map
Price:	$1,299 + HST. The program cost includes all course materials, parking, and breakfast, lunch and refreshments each day.