Managing a contact centre can be difficult when you find yourself paddling through an endless sea of data and performance measures. That's why I've designed this course...to help contact centre professionals keep their 'heads above water'. By understanding and applying the right metrics, you can make a hugely positive impact on your contact center, your customers, and your entire organisation.

1. ContactCentreSmart
Dismantling Frustration. Engineering Happiness
Counting
what
counts in
contact
centres... Image credit: sxc.hu/profile/onetwo
Insight Training by

2. Managing
metrics that
enable better
performance
https://neuronarrative.files.wordpress.com/201
much

3. Why you
should attend
this training
course…?

4. In our
industry
…

5. we’re
obsessed
with counting
https://neuronarrative.files.wordpress.com/201
0/03/performance.jpg

6. We have
measures
(and acronyms)
for just about
everything
that…https://neuronarrative.files.wordpress.com/201

7. moves
in a contact
centre!
https://neuronarrative.files.wordpress.com/201

8. HOLD
SERVICE LEVEL%
FCR
AHT
Adherence
Shrinkage
% Abandoned
Occupancy
% Repeat Calls
SL
ASA
AHT
Cost per Call
Quality Monitoring
Staff Retention
NIA
8
Call Load
Forecast Accuracy
Staff Satisfaction
Coaching Quality
Hiring Quality
CultureCohesion™
LeaderMojo™
NPS
% Transferred
% Escalated
CSat
FCR
% IVR Complete
CES

9. It’s a bit of a
colourful
mess…
http://th04.deviantart.net/fs71/PRE/i/2012/23
7/7/1/colorful_mess_by_xchristina27x-
d5ccdiw.jpg

10. Ok…
we do
need
metrics
to… http://www.leaderslaboratory.com/wp-
content/uploads/2013/09/Marketing-Performance-Metrics.jpg

11. manage our
contact centres
more smartly
http://img.photobucket.com/albums/v642/sha
kespeares_sister/shakes6/EQqRH.jpg

12. But,
hang on a
precious
second…
http://asacredexperience.com/wp-content/uploads/hourglass-
1489683.jpg

13. Are we
counting
what really
counts ?
http://thesalesblog.com/wp-
content/uploads/2014/08/shutterstock_150042590.jpg

14. Or are we leaving
it to
chance?
http://gamessaga.com/wp-
content/uploads/2014/07/responsible-gambling.jpg

15. “Not everything that
can be counted counts
and
not everything that
counts can be counted.”
15
Albert Einstein

16. In our course,
we’re going get into…
counting what
really counts in
your contact
centre!

17. You will learn to
de-fine

18. You will learn to
de-mystify
http://www.gizmodo.in/photo/19185
456.cms

19. You will learn to
de-tangle
http://manvsdebt.com/wp-
content/uploads/2009/08/TheWeb.jpg

20. metrics that
matter
such as… http://upload.wikimedia.org/wikipedia/commons
/2/26/Sagrada_Fam%C3%ADlia._Interior_nau.jpg

21. HOLD
SERVICE LEVEL%
FCR
AHT
Adherence
Shrinkage
% Abandoned
Occupancy
% Repeat Calls
SL
ASA
AHT
Cost per Call
Quality Monitoring
Staff Retention
NIA
21
Call Load
Forecast Accuracy
Staff Satisfaction
Coaching Quality
Hiring Quality
CultureCohesion™
LeaderMojo™
NPS
% Transferred
% Escalated
CSat
FCR
% IVR Complete
CES

22. In our
exploration
of
contact centre
metrics… http://upload.wikimedia.org/wikipedia/commons
/d/d8/NASA_Mars_Rover.jpg

23. You’ll
discover
how to…
http://upload.wikimedia.org/wikipedia/commons
/d/d8/NASA_Mars_Rover.jpg

24. transform
your contact
centre from a…

25. ‘complaints
disposal unit’
into a…

26. ‘loyalty
generating
machine’

27. You’ll also
discover
how to…
http://upload.wikimedia.org/wikipedia/commons
/d/d8/NASA_Mars_Rover.jpg

28. get the
resources
you need to make
magic
happen’

29. Finally you’ll
discover
how to…
http://upload.wikimedia.org/wikipedia/commons
/d/d8/NASA_Mars_Rover.jpg

30. Present
information
that
inspires
action
http://dayzigngraphics.com/wp-
content/uploads/2013/07/SparkBrain.jpg

31. Want to
accelerate
your contact
centre’s
performance

32. ContactCentreSmart
Dismantling Frustration. Engineering Happiness
from
this…

33. to
this…?

34. Then journey with
us as we unpack
ContactCentreSmart’s
‘Hierarchy
of Counting’

35. People
Smart
People
Smart
Operations
Smart
Operations
Smart
Countingwhat countsin contact centres…
35
Customer
Smart
Customer
Smart
Strategy
Smart
Strategy
Smart
Hierarchy of Counting
Image: http://www.kingtutone.com/pyramids/information

36. Operations Smart
36
Service Level (SL)
Response Time (RT)
Occupancy
Average Handling Time (AHT)
Call load
Forecast accuracy
Adherence to Schedule
Cost (or Revenue) per contact
ContactCentreSmart
Dismantling Frustration. Engineering Happiness
http://www. http://aamerch.com/about-us/our-operations

37. People Smart
37
ContactCentreSmart
Dismantling Frustration. Engineering Happiness
http://assets3.bigthink.com/system/idea_thumbnails/1954
0/headline/Picture_545.png?1270842149
Staff satisfaction
Staff engagement
Staff retention
Coaching effectiveness
Hiring effectiveness
CultureCohesion™
LeaderMojo™

38. Customer Smart
38
ContactCentreSmart
Dismantling Frustration. Engineering Happiness
Net Promoter Score (NPS)
Customer Effort Score (CES)
Customer satisfaction
Quality monitoring
First call resolution
Repeat calls
Next Issue Avoidance (NIA)
Transferred/Escalated Calls
IVR Complete Ratio
http://upload.wikimedia.org/wikipedia/commons/a/a
a/Tony_hsieh.jpg

39. Strategy Smart
39
ContactCentreSmart
Dismantling Frustration. Engineering Happiness
http://www.cleanegroup.org/assets/Images/_resampled/blog
photo-OSW-turbines2.jpg
Counting the contact centre’s
contribution to:
• Quality and innovation
• Marketing initiatives
• Products and services
• Service delivery
• Self-service
• Brand reputation
• Word of mouth

40. ContactCentreSmart
Dismantling Frustration. Engineering Happiness
Need to explore more supporting
content for this course? Read here…
Read
Find this content useful? Connect with
me on LinkedIn…
Connect
Need this course customised for your
organisation? Enquire here…
Enquire
Need more information regarding this
course? Find out here…
Info

41. About your facilitator...
Hilario Fiandeiro
Hilario is the owner of ContactCentreSmart, an
independent consulting practice, specialising in
‘dismantling frustration and engineering happiness™’
in customer-facing environments.
He has more than fifteen years experience, as an
operations manager, facilitator and management
consultant, across various industries, in the customer
experience and contact centre space.
As a professional consultant operating from
Johannesburg, South Africa, Hilario focuses exclusively
on making customer-serving professionals more
successful and customer interaction experiences
more rewarding.
For more information…
Contact me on:
hilario@ContactCentreSmart.com
www.ContactCentreSmart.com