Service Performance Measurements Workshop

Successful companies use key performance indicator measurements in their customer service centres as the basis for sustaining high performance. Either your are managing an outsourcing service provider or an in house Contact Centre, This workshop will help you examine ways in which performance indicators can be made more relevant, and used to improve customer satisfaction. It also provides a framework to launch your customer service operation improvement initiatives.

Agenda

• Introduction, objectives and expectations
• Using measurements to establish high performance in customer contact centres
• Common metrics, their uses and abuses
• Establishing an effective balance between service, quality and cost
• The performance matrix, efficiency versus effectiveness
• Translating measurement into performance improvement
• Action planning & conclusions – bringing high performance through measurement back to your contact centre.

Your Facilitator

Tony Bruno has worked in Hong Kong and regionally. He was instrumental in the formation of PCCW Teleservices, the largest Asian call centre specialist outsourcer, and managed the business through it’s growth phase. He has been involved in numerous contact centre projects, including the establishment of Cathay Pacific’s Asia Miles and Marco Polo Club Service Centre, the outsourcing of CSLs customer contact centre, and the establishment of HSBCs MPF customer service centre. He led PCCW Teleservices to numerous awards, including Asian Outsourcer of the Year, awarded by Frost & Sullivan, The Hong Kong Call Centre Association outsourcing award, and a special award from Call Centre Magazine

For further enquiries, please call Winnie Chow on 2572-6428.