2. Contents of Workshop
ï§ Overview of a Contact Center
ï§ Functions of a Contact Center
ï§ Contact Center Process Flow
ï§ Workforce Management
ï§ Contact Center Operation & KPI Matrices
ï§ Quality Management
ï§ Contact Center Reporting
8. Functions of Contact Center
ïŒ Workforce Management
ïŒ Quality Management
ïŒ Technology Management
ïŒ Reporting and Communications
ïŒ Financial Management
9. Contact Center Process Flow
WFM
Operation
MIS
Plan and Monitor
Execution and Managed
Track and Analysis
10. RosterForecast
Review Staff
Plan
Recruit & Hire
Conduct Training
& Nesting
Infrastructure &
Capacity
Validation
Demand Driver Forecast
Capacity Planning
Scheduling
Real-time
Management and
Service Level
Monitoring
Workforce management is the process of getting the âjust rightâ number of staff
in place every hour to maximize service and minimize cost and it's one of the
most important planning and management functions in the call center.
WFM Process Map
Workforce Management
14. Service level is usually defined as the percentage of calls answered within threshold.
Inbound Operation and KPI Matrices
Example:
Abandon rate is the number of calls that hang-up before connecting to an agent.
Calculation: Abandoned / Total Offered
Answer level is the number of contacts that answered.
Calculation: Answered / Total Offered
15. ï§ Service Level
ï§ Answer Level
ï§ Abandon Rate
ï§ AHT (Talk Time + Hold Time + ACW Time)
ï§ ASA (Average speed of answer)
ï§ Service Quality (QA Score, C-Set, D-Set, FCR etc.)
ï§ Shrinkage
ï§ Adherence (Shift Adherence/Login Adherence)
ï§ Attrition
Contact Center KPI Matrices