Course Outline
Course Agenda:
- 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
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
Benchmarking Defined
Faculty: Dru Phelps
Dru will introduce the modules of the course and discuss the sessions of Module 1. Then Dru will detail the elements of benchmarking.
A Snapshot of Benchmarking
Faculty: John Chatterley
John Chatterley explores the key aspects of benchmarking.
Benchmarking for Profits Part 1
Faculty: Bruce Belfiore
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.
Benchmarking for Profits Part 2
Faculty: Bruce Belfiore
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
What Metrics to Compare
Faculty:Dr. Jon Anton
Dr. Jon explores the elements of metrics comparison.
Collecting Performance Metrics
Faculty: Kamál Webb
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
Driving Gaps into Improvement Initiatives
Faculty: Dru Phelps
Dru discusses a plan of action for improving gaps in performance.
Determining the Broken Processes
Faculty:Dr. Jon Anton
Dr. Jon will discuss how to identify where the processes breakdown.
Investigating How Each Process is Broken
Faculty: Kamál Webb
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
Implementing Improvement Initiatives
Faculty: Dayne Petersen
Dayne Peterson explores how to implement improvement initiatives.
Re-Benchmarking to Assess Improvement
Faculty: Bruce Belfiore
Bruce will discuss how re-benchmarking your center will allow you to check how the new initiatives are working and where to make adjustments.
Benchmarking and the Bottom Line Part 1
Faculty: Bruce Belfiore
Bruce Belfiore shows how to get your top executives to see how benchmarking helps the bottom line. Part 1 of 3 sessions.
Benchmarking and the Bottom Line Part 2
Faculty: Bruce Belfiore
Bruce Belfiore shows how to get your top executives to see how benchmarking helps the bottom line. Part 2 of 3 sessions.
Benchmarking and the Bottom Line Part 3
Faculty: Bruce Belfiore
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.
Call Center Certification
Faculty: Dru Phelps
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.
Range of Solution Providers
Faculty:Dr. Jon Anton
Dr. Jon introduces the different providers of benchmarking.
Features and Functions
Faculty:Dr. Jon Anton
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.
Conclusions
Faculty: Dru Phelps
We summarize and conclude the benchmarking course.
