#

Introduction to Planning

This module introduces students to key planning principles upon whichevery customer contact centre operates. In a dynamic, fast changing environment, even the most innocuous ofactions, such as taking 1 person offline for a 1-1 meeting, can have an implicationon the service to customers.  Conversely,cost pressure in modern day business, means that any overstaffing must beavoided.  This module is designed tohighlight the effect operational and/or planning related decisions has on thecustomer contact centre and its customers.

AIMS

To enable studentsto:

  • Understand the impact every individual agent has on effective service delivery
  • Understand and use basic simulation tools to grasp the scale of change in service performance caused by operational change
  • Effectively consider reasons why customers actually make contact
  • Understand options and their respective pros and cons of different schedule types
  • Understand the importance of effective real time processes to manage on the day issues within the centre

KNOWLEDGE AND UNDERSTANDING

K1

Understand the different reasons customers need to contact centres

K2

Illustrate impact of operational changes using simple simulation models (freeware available software)

K3

Examine call profiles and understand scheduling options relevant to demand

K4

Effectively read contact centre reports and make recommendations for service improvement

INTELLECTUAL QUALITIES

I1

Collate customer contact data from various sources to understand performance

I2

Recognise and model operational changes

I3

Understand industry sources for acquisition of relevant data

PROFESSIONAL/PRACTICAL SKILLS

P1

Use ICT and simulation tools to identify service performance issues

P2

Understand the importance of effective reporting – difference between graphs and commentary

P3

Demonstrate technical concepts in a ‘plain English’ presentation style

TRANSFERABLE SKILLS

T1

Appreciate the need to constantly review data in an evolving and growing industry

T2

Demonstrate growth in technical skills

T3

Understand the need to present differently to different audiences

        

CONTENT

Power Of One – Customer Contact Dynamics

  • How customer contacts are routed to frontline staff
  • Impact of deviations on scheduled staff
  • What does Service Level mean
  • Sensitivity of performance to deviations in key metrics

Introduction to Forecasting

  • Difference in Causal and Historic Forecasts
  • Importance of accurate data
  • Review of customer contact drivers
  • Seasonality

Introduction to Scheduling

·      Fixed versus rotating schedules

·      Part Time staff – the good the bad and the ugly resource available to us

·      Schedule fairness

·      Schedule preferences

Introduction to Real Time processes

·      Reading data

·      Deviation reports

·      Identifying ‘hotspots’ with respect to potential performance issues

·      Toolkit for reacting to on the day changes

Communication

·      Understanding your audience

·      Who needs to see and understand what data

·      Reports – graphs or commentary?

print
Take a look at these articles, videos and links
Advanced Planning Techniques - Forecasting & Scheduling
Assessing and Planning the Future
Customer Contact Analysis
Customer Contact Centre Finance (1)
Customer Contact Organisations
Customer Contact Technology
Customer Service Quality
Effective Customer Contact Centre Operations
Financial Controls and Reporting
Industry Investigation
Innovation and Change Project
Leadership and Building Teams
Operations and Quality Systems
Principles of Project Management
The Customer Contact Environment
Understanding Resources
You and Your Development


 

Select the event below to see more detail

2016 Summer Graduation

#
#
#
(c) Professional Forums Ltd 2000-2017