Call Center Performance Benchmarking 
Course Description:
- Introduction to Benchmarking
- Call Center Benchmark Metrics
- Performance Gap Analysis
- Implementing Improvement Initiatives
- Call Center Certification
- Call Center Benchmarking Solution Providers
- Conclusions
- Course takes about 2/2.5 hours
- At the end of each Module there is a quiz
- After completing all modules there is a final online test to pass the course
Module 1 Introduction to Benchmarking
Module Objectives:
Introduction to benchmarking with the following learning objectives:
- How is benchmarking defined
- Understanding a snapshot of benchmarking
- How do you benchmark for profits
| Faculty | Topic | Description |
| Dru Phelps | Benchmarking Defined | Dru will introduce the modules of the course and discuss the sessions of Module 1. Then Dru will detail the elements of benchmarking. |
| John Chatterley | A Snapshot of Benchmarking | John Chatterley explores the key aspects of benchmarking. |
| Bruce Belfiore | Benchmarking for Profits Part 1 | In this session Bruce Belfiore will demonstrate how benchmarking can be used as a guide to make your center more profitable. Part 1 of 2 sessions. |
| Bruce Belfiore | Benchmarking for Profits Part 2 | In this session Bruce Belfiore will show how you can use benchmarking as a guide to make your center more profitable. Part 2 of 2 sessions. |
Module 2 Call Center Benchmark Metrics
Module Objectives:
Call center benchmark metrics with the following learning objectives:
- What metrics should one compare
- How do you collect performance metrics
| Faculty | Topic | Description |
| Dr. Jon Anton | What Metrics to Compare | Dr. Jon explores the elements of metrics comparison. |
| Kamál Webb | Collecting Performance Metrics | Kamal Webb explains the steps of how to collect performance metrics. |
Module 3 Performance Gap Analysis
Module Objectives:
Performance gap analysis with the following learning objectives:
- How do you drive gaps into improvement initiatives
- Determining how to find broken processes
- Investigating how each process is broken
| Faculty | Topic | Description |
| Dru Phelps | Driving Gaps into Improvement Initiatives | Dru discusses a plan of action for improving gaps in performance. |
| Dr. Jon Anton | Determining the Broken Processes | Dr. Jon will discuss how to identify where the processes breakdown. |
| Kamál Webb | Investigating How Each Process is Broken | Kamal Webb analyzes how to examine elements of a broken process. |
Module 4 Implementing Improvement Initiatives
Module Objectives:
Implementing improvement initiatives with the following learning objectives:
- Implementing improvement initiatives
- Re- benchmarking to assess improvement
- Benchmarking and the bottom line
| Faculty | Topic | Description |
| Dayne Petersen | Implementing Improvement Initiatives | Dayne Peterson explores how to implement improvement initiatives. |
| Bruce Belfiore | Re-Benchmarking to Assess Improvement | Bruce will discuss how re-benchmarking your center will allow you to check how the new initiatives are working and where to make adjustments. |
| Bruce Belfiore | Benchmarking and the Bottom Line Part 1 | Bruce Belfiore shows how to get your top executives to see how benchmarking helps the bottom line. Part 1 of 3 sessions. |
| Bruce Belfiore | Benchmarking and the Bottom Line Part 2 | Bruce Belfiore shows how to get your top executives to see how benchmarking helps the bottom line. Part 2 of 3 sessions. |
| Bruce Belfiore | Benchmarking and the Bottom Line Part 3 | Bruce Belfiore shows how to get your top executives to see how benchmarking helps the bottom line. Part 3 of 3 sessions |
Module 5 Call Center Certification
Module Objectives:
Learn the steps needed to certify your center.
| Faculty | Topic | Description |
| Dru Phelps | Call Center Certification | Dru will present the elements of the certification process. |
Module 6 Call Center Benchmarking Solution Providers
Module Objectives:
Learn who can help you benchmark and certify your call center.
| Faculty | Topic | Description |
| Dr. Jon Anton | Range of Solution Providers | Dr. Jon introduces the different providers of benchmarking. |
| Dr. Jon Anton | Features and Functions | Dr. Jon goes over the features and functions that you should look for from your providers of benchmarking. |
Module 7 Conclusions
Module Objectives:
This module will review and summarize all elements of the course.
| Faculty | Topic | Description |
| Dru Phelps | Conclusions | We summarize and conclude the benchmarking course. |
