Call Center Financials | ICMI
Empowering contact center excellence for 30 years!

Contact Center Financials

Delivery Method



Client Site Training
Bring this course to your facility.


Contact ICMI

Learn how to develop and manage an effective contact center budget

How often do you find yourself having to explain the contact center in financial terms to executives and directors in other departments? Learn how to effectively tell the contact center story in financial terms to improve your communication with other departments and make the case for the improvements that the organization needs to invest in for the center to be more effective. Discover tips to think and act like a CFO and successfully communicate important metrics like cost per call, adjusting fixed costs, and revenue per call.

Who should attend
  • Managers
  • Directors
What you will learn
  • A solid understanding of key contact center financial management principles and practices
  • The terms, definitions, and requirements of successful financial contact Center management
  • The focus required to meet key performance indicators
  • How to tell the contact center story through financial data
Get started

List Price: $1,895

Course Duration: 2 Days

This is a 2 day instructor-led course delivered by ICMI Certified Associates. If you have questions about which course is right for you, an ICMI Account Manager is available to help. Complete the Request Information to speak with your Account Manager.

Request Information
Course Outline

Module 1 Planning & Budgeting

  • Key definitions
  • Differences between planning and budgeting
  • Key skills and knowledge involved with budgeting
  • Expense terms and what they mean, with application to the contact center
  • Dissecting a year in the life of an agent through financials
  • Impact of call arrival and calendar effects on the budget
  • Obtaining buy-in and approval

Module 2 Tracking the Budget

  • Comparing actual to budget
  • Analyzing different kinds of variances
  • Taking action based on variances

Module 3 Financial Performance

  • Financial performance and strategic performance
  • Perspectives on costs
  • Costs that lie under the surface
  • Contact center ratios and considerations for planning purposes

Module 4 Interaction with Key Performance Indicators

  • Strategic drivers
  • Benefits of strategic planning
  • Strategy and KPIs
  • Key performance indicators for accessibility, quality, efficiency, cost performance, and strategic impact
  • Returning to the big picture

Module 5 Using Funds

  • Operational uses of funds
  • Gaining support for expenditures
  • Process improvement strategies
  • Capital expenditure procedure, including estimating costs of a project and estimating cash flows
  • Preparing for big questions and preparing a communication package

Module 6 Promoting the Center

  • Layers of goals
  • The importance of different types of information and intelligence, and how to use them
  • Impact of key processes on the budget
  • Figuring the value of increased efficiency and redirected time
  • Creating the business case
  • Measuring and communicating success

Module 7 Summary and Next Steps

  • Key perspectives on financials
  • Analysis of past financial performance
  • Current emerging issues
  • Furthering your professional development

On average, how much time do your supervisors/managers spend coaching their team of representatives?

1-5 hours per week
6-10 hours per week
11-15 hours per week
16-20 hours per week
21 or more hours per week
More Polls