Contact Centre Masterclass – October 2019

About the Event

Our 2-day High Performance Management for Inbound Contact Centres was designed to equip both experienced and new-to-the-job contact centre management with mastery-level know-how to run more efficient and effective centres.

Course objectives

  • Master effective wait-time practices and how they impact your centre management
  • Know exactly which metrics matter the most for each job in your centre
  • Understand the interrelationships between metrics and how to interpret results
  • Learn where the leverage is to enhance efficiency
  • Learn where the leverage is to enhance quality
  • Understand the complete forecasting & staffing process
  • Know how to calculate a labour budget
  • Learn the unique dynamics of inbound centres
  • Be in a position to guide others in their contact centre work
  • Avoid common misunderstandings and myths around contact centre management

In our first module we examine Customer Wait Time – with a thorough review of service level and what success looks like for your centre.

Service Level, Abandonment Rate, Response Time, Average Speed of Answer and Longest Wait Time are highly interrelated but often misunderstood. We even cover how to read the ‘Readerboard’ so that everyone knows when to ‘react’ to changes on the floor and when everything is fine and in order.

In our second module we define how to measure staff performance – at all levels.

Quality, First Contact Resolution, Occupancy, Adherence to Schedule, Average Handling Time. We define the right way to measure both productivity and quality at the agent level, the team leader level and the management level.

You’ll know exactly ‘who’ to hold accountable for ‘what’ in the centre and how to calculate it.

We call our third module ‘The Contact Centre University’. If there were such a thing as a contact centre university, these are the things you would learn.

From calculating a labour budget through to analysing delay profiles, you will leave this section with a solid understanding of how to explain contact centre complexities to both senior management and your own team members.

For our fourth module we cover the process for Forecasting & Staffing. These practices matter – whether you’re a new 5-seat centre or a long-term 300+-seat centre.

So we cover forecasting, staff calculations, shrinkage and all the ‘maths’ you need to understand how to put the right number of people in the right place at the right time. It’s not only fun, it’s fascinating.

Of course all OmniTouch programs incorporate quizzes, exercises, discussion and humour.

Our goal is to equip you and motivate you at the same time so that you can go back and do the same thing in your own centre.


Monday/Tuesday 14th and 15th October 2019
Early Bird expires 20th September
Regular price: £1,195.00
Early bird price: £995.00

Date and Time

Monday 14th October 2019

Tuesday 15th October 2019

Date and Time

Monday 14th October 2019

Tuesday 15th October 2019

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