Call Center - Metrics & Key Performance Indicators

Align the Call Center

Description:
There are many truths told in the vast array of statistics available today in the call center – and the successful manager or supervisor will be the one that understands how to manage by the numbers and not be overwhelmed by them. This session provides a useful set of formulas and calculations for understanding the math associated with today’s most common key performance indicators (KPIs). Attendees will learn about the most common measures of performance and how to calculate and analyze them. The call center strategy and operations focused session will present the “top ten” KPIs and de-mystify the math behind the numbers.

Webinar Objectives:

• Identify the most critical KPIs for call center and agent performance and how to calculate them
• Calculate the service, cost, and productivity implications of staffing decisions
• Define the critical KPIs to reflect quality of service as well as service efficiency
• Identify the most common math mistakes made in call centers today
• Describe how to perform a correlation analysis to ensure the correct KPIs are in place to support business goals.

Delivery Method:
Access to this 90-minute webinar is provided via an Internet connection and a separate audio (telephone) connection. An unlimited number of students may participate around a single web/audio connection.

To speak with an LSA Expert to learn about the call center - metrics & key performance indicators training and delivery options for your company, please contact us.