Two-Day FCR / Csat Call Center (Public or In-house) Workshop Agenda

SQM Group consultants will share and facilitate the discussion on call center industry first call resolution, employee and customer satisfaction research and best practices that world class call centers use to achieve outstanding results.

Each workshop attendee will receive a copy of SQM's book, World Class Call Center. Cost for public workshop is $1,200 per attendee. For in-house costs, please see registration page.

Location and Dates:

In-house call center session (dates to meet your needs)
Public session (future dates to be announced)

Day 1 Day 2

Day 1	World Class Call Center Agenda
8:00 AM	Introductions Chapter 1: Call Center FCR, Esat and Csat Research About SQM Call Center Participants' Profile Research Methodology Call Center Esat Research Call Center FCR and Csat Research
10:00 AM	Break
10:15 AM	Chapter 1: Call Center FCR, Esat and Csat Research Customer Protection - CP SCORE™ Research
11:00 AM	Chapter 2: Management Focus Determining Call Center's Main Purpose (Group Exercise) Stakeholder Alignment to FCR, Esat and Csat Objectives Customer Hierarchy Pyramid Senior Management is the Voice of the Customer Customer Ownership Call Center Structure Demonstrating Call Center Value
Noon	Lunch

1:00 PM	Chapter 3: World Class Call Centers and CSRs World Class Certified Call Centers and Profiles World Class CSR Customer Service Stories (Group Exercise)
1:30 PM	Chapter 4: Call Center Metrics Common Metrics (Group Exercise) 7 Characteristics of an Effective KPI World Class Customer & Employee Metrics and Targets The Net Promoter / Balanced Scorecard FCR: The Silver Bullet Metric Different Methods of Measuring FCR FCR Gains from Making Improvement
3:00 PM	Break
3:15 PM	Chapter 5: World Class Call Service Delivery World Class Call Service Delivery Standards (Group Exercise) Best Practices for Handling Escalated Calls (Group Exercise) Call Center Outsourcing Usage and Best Practices Top 10 Characteristics for Choosing a New Domestic Call Center Location Call Center Fixed vs. Variable Budget Comparison Concierge Service Best Practices (Group Exercise) Work from Home CSR Best Practices
5:00 PM	End of Day

Day 2	World Class Call Center Agenda
8:00 AM	Chapter 6: VOC CSR Coaching Traditional VOC vs. Customer-Centric VOC Coaching CSR VOC Dashboard VOC CSR STAR Coaching Approach (Group Exercise) Reports Delivery & Coaching Commitment VOC CSR Coaching Model CSR VOC Performance Improvement Plan 7 Fundamentals of VOC Performance Appraisal Feedback
9:00 AM	Chapter 7: CQA CSR Coaching How CQA Works and the Process CQA Metrics and Evaluation Form (Group Exercise) Traditional QA vs. Customer-Centric CQA Coaching CSR CQA Dashboard CQA CSR Coaching Time Required
10:00 AM	Break
10:15 AM	Chapter 8: Bonus and Recognition Practices CSR VOC Bonus Practices Bonus Pay Distribution Merit Pay Increases Recognition Practices (Group Exercise) Certification Practices

11:30 AM	Chapter 9: CSR Selection and Turnover CSR Selection Practices Interview Questionnaire for Hiring Customer-Centric CSRs CSR Turnover CSR Exit Interview Questionnaire
Noon	Lunch
1:30 PM	Chapter 10: Customer and Employee Surveying Let the Customer be the Judge (Group Exercise) Customer Surveying Practices 3 Most Common Csat Post-Call Survey Methods Call Center FCR and Csat Customer Survey CSR Csat and 2+ Call Tagging Let the CSR be a Judge Employee Surveying Practices
2:30 PM	Chapter 11: Improving FCR, Esat and Csat Examples of Customer KPI Reports Using the IDCA Cycle to Improve FCR and Csat (Group Exercise) Identify, Develop, Check & Act
3:30 PM	Chapter 12: FCR and Csat Enabling Technologies Discussion on technologies that have had a positive impact on FCR
4:30 PM	End of Day

About Us |

Site Map |