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Management & KPI Metrics: Training On Contact Center

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17 views

Management & KPI Metrics: Training On Contact Center

Uploaded by

fabianm23
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
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Download as PDF, TXT or read online on Scribd
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TRAINING ON

CONTACT CENTER
Management & KPI Metrics

Presented by:
Nahid Mohammad Ishtiaq
Contents of Workshop

 Overview of a contact center


 Functions of a contact center
 Contact center process flow
 Contact center KPI Matrices
 Contact center KPI Reporting
 Business Excel
Objective of the Training
Contact Center Service

A contact center is defined as a place where contacts are made and received
Contact Center Service
Contact Center Service
Contact Center Service
CONTACT CENTER MANAGEMENT

Functions of a Call Center

 Workforce Management
 Quality Management
 Technology Management
 Reporting and Communications
 Financial Management
CONTACT CENTER MANAGEMENT

Plan and Monitor

WFM

Execution and Managed Operation

MIS Track and Analysis


CONTACT CENTER MANAGEMENT

Workforce management is the process of getting the “just right” number of staff
in place every hour to maximize service and minimize cost and it's one of the
most important planning and management functions in the call center.

WFM Process Map

Demand Driver Forecast Scheduling

Infrastructure & Review Staff Conduct Training Roster


Forecast Capacity Recruit & Hire
Plan & Nesting
Validation

Real-time
Capacity Planning Management and
Service Level
Monitoring
CONTACT CENTER MANAGEMENT

Operation
CONTACT CENTER MANAGEMENT

MIS
CONTACT CENTER MANAGEMENT

Performance Measurement Strategy Key Performance Indicators


 Customer Perspectives  Service Level
 Frontline Staff Perspectives  Answer Level
 Abandon Level
 Service Quality (QA Score, C-Set, D-Set, FCR etc.)
 AHT (Talk Time + Hold Time + ACW Time)
 Shrinkage
 Adherence
 Attrition
Any Question

Any Question
??????

I remain
Nahid Mohammad Ishtiaq
Conclusion

In order to succeed I must first believe that we can.


We wish and pray that you always succeed in whatever you do.
Thank You

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