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Managing by the numbers is critical to call center success. Call center managers and supervisors rely on a small subset of data called Key Performance Indicators (KPIs).
Successful managers and supervisors understand how to read, interpret, analyze, manage, and act upon these numbers. This seminar introduces the most common and critical KPIs, providing clear definitions and applications as well as actual formulas and calculations.
This seminar will de-mystify the math behind the numbers as you learn what KPIs to focus on, what they mean to you and your team, and how to use them to improve your call center’s performance.
Main Speaker
Annie R. Pineda is the President and COO of Pacific Hub Corporation. She is a veteran in the call center industry, with a total of 28 years in the industry, 17 years in in-house and 11 years in outsourced services.
She spearheaded the start-up of three companies, including two outsourced call centers. This includes site selection, layout and build up, equipment selection, staffing, training and certification. Annie has designed and developed several inbound and outbound programs for companies across varying industries like IT and telecoms, financial services, consumer, and logistics. She has vast experience in call center management and operations; covering practically all functional areas.
Topic Outline
I. Introduction to KPI
II. Measuring and Managing Agent Performance
- ACD Calls
- ACD Time
- Average Handling Time (AHT)
- After Call Work (ACW) / Wrap Up Time
- Staffed Time
- Log-in Hours
III. Measuring and Managing Program Performance
- Service Level
- Occupancy
- Schedule Adherence
- Average Speed of Answer (ASA)
- Abandoned Calls
- Average Time to Abandon (ATA)
- First Call Resolution (FCR)
- Response Time
- Quality
IV. Quality vs Quantity : The Big Debate
Who Should Attend
- Operations Managers
- Call Center Managers
- Supervisors
- Team Leaders
What will you learn
- The most common and critical KPIs for call center and agent performance and what they mean.
- Calculate and analyze the numbers and apply the results in your operation.
- The common mistakes in using KPIs.
- The inter-relation of various KPIs with one another.
- The impact of KPIs on your operation.
Seminar Fees
Early Bird Rate (registered and paid on or before February 17, 2010)
CCAP member 4,480.00
non member 5,376.00
Regular Rate
CCAP member 5,600.00
non member 6,720.00
On-site Rate
CCAP member 6,720.00
non member 7,840.00
Group discounts
Five percent (5%) discount for groups of five (5)
Ten percent (10%) discount for groups of ten (10)
All fees are inclusive of 12% VAT
How to Register
Just fill out the online form and make sure you check the box that says "CCAP Call Center 101:KPIs in Call Center Operations." It is best that you pre-register to avoid the long lines. You may avail of the Early Bird rate and secure yourself a seat and enjoy big savings compared to the Regular or On-site rate.
(click to register)
Payment Procedures
You may deposit your payment to the following:
Bank : Banco De Oro
Account Name : DL Media Focus International, Inc.
Account Number : 1410010439 (Elcano Branch)
Please fax the bank-validated deposit slip along with the name of the attendee/s to 886-4407 or 844-8341.
For more information, contact the CCAP Secretariat Office
DL Media Focus International, Inc.
17th floor, Room O, Burgundy Corporate Tower, 252 Sen. Gil Puyat Avenue, Makati City
Tel Nos. (632) 889-7763 I 856-4954 I 844-8341 I Telefax (632) 886-4407
Email: This e-mail address is being protected from spambots. You need JavaScript enabled to view it I This e-mail address is being protected from spambots. You need JavaScript enabled to view it
Website: www.ccap.ph
