Post-Forum Workshop C: Thursday, 13 November 2008
Effective Performance Measurement For Contact Centre And Help Desks
Post-Forum Workshop C: Thursday, 13 November 2008 |
Workshop Timings: Workshop registration begins at 08:00 with the workshop commencing at 08:30 and concluding at 14:30. There will be two breaks for refreshments at approximately 10:30 and 12:30. Lunch will be served at 14:30 following the close of day.
Introduction
While many organisations measure and manage technical performance, too often performance measurements do no reflect the real contribution to the business and the contact centre or help desk does not measure and manage its performance against business objectives and business targets. The business needs to know what they really deliver to the
bottom line.
Workshop Highlights
- This workshop presents the principles and practice of performance measurement and management methods relating to contact centres and help desks.
- Performance measurement frameworks and reference models
- Critical success factors and Key Performance
- Indicators (KPIs)
- What to measure and manage?
- Types of performance measurement•
- indicators; input, ouput/workload, outcome/ effectiveness, efficiency, cost-effectiveness and productivity indicators
- Variance monitoring and evaluation
Agenda
- Opening and introductions
- Why measure
- What is relevant to measure
- How to do it right, evaluate and develop
At The End Of This Workshop, You Will:
Learn how to create a highly productive, cost effective contact centre or help desk
Understand critical success factors to improve overall performance of your contact centre
Discover how to turn your existing contact centre or help desk into a strategic asset
Discover ways to manage, measure and motivate staff for optimum results and avoid burn-out
Workshop Leader Profile:
Ahmad Tahlak is the founder and President of The TeleServices Company which was established in 2000 and has evolved to become a world class Call Centre Services Organisation which specialises in contact centre establishment, training, and consultancy. He brings in over 18 years of experience in consulting, training and strategic management direction in CRM, customer service, and call centre services and solutions.
Ahmad holds a degree in business administration and management information systems from the University of Arizona, a Diploma in Airline Management from International Air and Transport Association (IATA) in Geneva, a Call Centre Management Certification in San Diego, USA, was awarded The Global Call Centre Manager of the Year Award for two consecutive years in 2001 and 2002 from The International Call Centre Management Association’s (ICCM), Chicago, USA.
During his professional career, he spearheaded the set up of Emirates Airline Call Centre which he turned from a cost to a profit centre and established the DNATA call centre as a one-stop-shop for multiple airlines prior to moving to his own consultancy and training firm. He established Emirates Marketing and Promotions (EMP) in 2005 and currently he oversees the strategic management of EMP which provides state-of-the-art call centre solutions and direct marketing services along with promotions in diversified fields.
Reducing customer defections can boost profits by 25-85%. In 73% of
cases, the organization made no attempt to persuade dissatisfied
customers to stayl even though 35% said that a simple apology would
have prevented them from moving to the competition
SourceL NOP |
It can cost five times more to buy new customers than retain existing ones.
Source: TARP |