The Power of Metrics & Data | Call Center Training
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The Power of Metrics and Data

Delivery Method



Client Site Training
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The amount of data available in contact centers can be overwhelming. This course can help the front-line manager understand metrics, what they mean and how they are best used, as well as tools for observing and analyzing data in order to identify, implement, and sustain performance and process improvements.

Who should attend
  • Front-line supervisors, both newly promoted or experienced
What you will learn
  • The role of metrics in process improvement and performance management, and tips for sustaining improvements
  • Five categories of metrics, with primary and secondary measurements, what they mean, and recommendations on how to best use them
  • Tools for observing, analyzing, and making the most of metrics and data to improve performance
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List Price: Varies

Course Duration: 1 Day

This is a 1 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.

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Course Outline

Module 1 Metrics Basics

  • Why do we need metrics?
  • 6 things you should know about metrics
  • Five categories of measurements and primary and secondary metrics in each category:
    • Accessibility metrics
    • Quality metrics
    • Efficiency metrics
    • Cost performance metrics
    • Strategic impact metrics

Module 2 Metrics and Process Improvements

  • The role of metrics in process improvement
  • Identifying improvement opportunities
  • What does process improvement mean?
  • Dos and don’ts of looking at data

Module 3 Tool of Observation

  • Monitoring contacts
  • Auditing transactions
  • The Gemba
  • The power of observation
  • Where to look: Activities that don’t add value
  • When to optimize, minimize, and eliminate

Module 4 Tools of Analysis

  • PDSA (Plan • Do • Study • Act)
  • Control charts
  • Scatter diagrams
  • Trend analysis
  • Root cause analysis
  • Resource • Ability • Willingness analysis

Module 5 Sustaining Improvements

  • Things to consider
  • Deeply listening
  • Being brave
  • Action planning