Managing With Customer Driven Metrics
Audience:	Call center managers, team leaders or call coaches.
Duration:	One day prework done on own time plus two classroom days.
Brief Description:	This course will teach how to manage staffing and quality concerns in a call center given the metrics from the telephone switch.
Objectives:	Participants will be able to: Equate metrics to our customers and their expectations. Describe the flow of data through the telephone system and articulate how to schedule and forecast for a call center. Use historical and real time data to manage a call center team and identify operating trends. Evaluate and apply methodologies for moving the metrics and invoke contingency processes during a systems outage or low staffing by reacting appropriately. Easily identify telephone reps whose statistics are outside the normal range and focus their coaching and feedback on those team members using the daily, weekly, and monthly reports.