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High
Performance Management Techniques
(
A Three Day Workshop )
Workshop
Overview
What do you think your customers want when they call your center?
Send in an email? What is more important- the right answer or speed
of answer? Where do we typically spend more time - measuring or
managing?
This very popular
workshop exposes contact center managers, service delivery leaders
and support personnel to the skills needed to manage contact centers
on a day-to-day basis. A world-class contact center requires constant
process improvements, strong leadership, planning, proper harnessing
of manpower resources and the application of performance measurements.
Experienced and well-trained managers are the enablers to success.
A well-structured and comprehensive workshop on COPC-2000® High
Performance Management Techniques, using six sigma from QAI can
make a big difference.
COPC®'s
HPMT program covers what most others leave out: How to manage for
high performance!
Workshop
Objective
HPMT's comprehensive workshop will help participants:
- Manage and
utilize the "SQC Principle", resulting in superior
level of service quality & lower costs.
- Use six
sigma along with COPC- 2000®
for systematically enhancing the capability of business processes
and achieving business excellence.
- Interpret
and analyze operational data from all customer contact channels
(voice, email, fax, and mail) and use this data to improve
operational performance and deliver superior service to their
customers. Acquire skills needed to manage contact centers on
a day-to-day basis.
- Understand
the relationship between planning, people, processes and performance.
- Set targets
based on high performance benchmarks
- Use objective
data to monitor results.
“Organizations
will have to redefine its role from managing customer interactions
to integrating all the company's customer facing processes.”
Indicative
workshop outline
COPC-2000® High Performance Management
Techniques
- PERSPECTIVE
- Overview of COPC(SM) and Six Sigma and how they work
together
- The foundation of high performance - Service, Quality and Cost.
- PLANNING
- Focuses on providing appropriate leadership and planning to
achieve objectives.
- PERFORMANCE
- Focuses on collecting and measuring performance data, achieving
results and performance improvement. Includes statistics primer,
understanding of units, opportunities, defects, distributions
and sigma. Shows use of sampling and Gage R&R with Transaction
Monitoring. Also includes graphical tools and control charts.
- PEOPLE
- Focuses on developing a skilled and motivated work force to
deliver quality products and services.
- PROCESSES
- Focuses on the key customer-related processes and the key support
processes used to develop and deliver products and services. Includes
Process Mapping, Fish bone and Pareto for process improvement.
- GLOSSARY
OF TERMS
- The definitions of terms used in this document.
- CASE
STUDIES
- CUIKA Practice, Identify defect
Returns
on training investment
The investment in training is almost immediate for the participants.
Companies have reported cost savings, reductions in cycle time,
improvements in phone service level, improvements in quality, and
increase in customer satisfaction scores when their trained call
center managers began applying some of the operational best practices
learnt from the COPC®
HPMT. Participants gained
confidence that they are no longer struggling alone or wondering
if they are implementing correctly.
These highly
rated and practical sessions deliver results!
Who
should attend?
Individuals from a cross-section of the organization will find this
class highly useful. Attendees are diverse, with job titles ranging
from vice president to individual contributor.
- Team leaders
and supervisors
- Quality professionals
- Team and
service delivery leaders
- Support Staff
(Client Services, Sales, Finance, HR, Sales, Training, Quality)
- Professionals
in line management positions who oversee front-line supervisors
- Business
Analysts
- Individuals
and teams responsible for vendor selection and management
- Personnel
/COPC-2000®
Coordinators implementing the Standard in their organisations.
Exam &
Certification
The 3rd day concludes with a final exam. Participants receiving
a minimum score of 80% on the exam will receive a Certificate of
Competency in High Performance Management Techniques. Exam scores
will be communicated by email.
For any other information, please mail us at ites@qaiindia.com
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