Quality & Operational Excellence【April 25, 2014 Singapore】

客户世界||2014-02-20

【Course Time】April 25, 2014 

【Course Site】The Metropolitan Y Singapore

【Course content】Quality & Operational Excellence

Module 1: Defining & Delivering Quality

1.a. The definition of Call Centre Quality

1.b. The Two Sources for Quality Standards

1.c. Defining Scoring Mechanisms – Calibre vs. Compliance

1.d. Defining First Call Resolution

1.e. What is the ‘right’ way to measure First Call Resolution?

1.f. Measuring Quality – what do Call Centres do?

Module 2: Defining & Delivering Operational Excellence

2.a. Why Wait Time Metrics matter

2.b. How to measure Customer Wait Time

2.c. Defining & using common Wait Time Metrics

i. Service Level 

ii. Average Speed of Answer

iii. Longest Wait Time

iv. Abandoned Calls

2.d. Defining & using common Operations KPIs:

i. Occupancy/Utilization

ii. Adherence to Schedule

iii. Average Handling Time

2.e. Selecting the Right KPIs for the Right Jobs

i. What should Agents be measured on?

ii. What should Team Managers be measured on?

iii. What should Management be measured on?

Module 3: Putting it All Together

3.a. How to look at Operational Excellence & Quality

3.b. Defining the 3 measurements of Call Centre Efficiency

3.c. How evolution in Quality impacts Operational Performance

【lecturer Introduction】Daniel Ord

Founder & Strategic Advisor, OmniTouch International / Associate Trainer at

Singapore Civil Service College

Daniel is an American national settled in Asia for 16 years.  He has more than 30 years in the Contact Centre/Customer Service field, both from a senior management perspective and as a recognized expert in the industry.  Daniel’s master specialty is in Service Quality Research & Training. 

Daniel founded OmniTouch International in Asia in 2001 and with our Team work extensively with Clients in Asia Pacific, the Middle East and Europe.

Daniel was awarded the Contact Centre Champion Award for Singapore 2011, publishes the OmniTouch Journal, and continues to judge Contact Centre and Customer Experience Awards including (in 2013) the UK Customer Experience Awards, Contact Centre Awards in Malaysia and featured Contact Symposium Speaker in Singapore.

As a content provider Daniel co-authored the international Frontline Certification of Excellence (2005) and the Team Leader Certification standard (2011) with a focus on Contact Centres and Service Centres.

The real privilege has been to work in hundreds of Contact/Service Centres around the world over the past 13 years, working with C-level, Marketing, Directors, Supervisors, Team Leaders and of course, the Agents. 

Daniel is privileged to have been appointed an Associate Trainer for The Singapore Civil Service College, where amongst other activities he delivers Service Workshops for the Winners of the National Service Excellence Awards.

OmniTouch is a highly regarded Service Quality consultancy that provides a powerful combination of solutions to blue chip and governmental Clients including:

– Training & Certification programs across all levels of the Organization including the Frontline, Supervisory Management, Senior Management and specialist Support Roles

– National, regional and global Mystery Shopper Research services for all Customer touchpoints

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