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Metrics and Data For Supervisors

Call Center Metrics and Data course tagline
Course Description

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. 


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

Module2: 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: Tools 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

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 form to speak with your Account Manager.


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Private Group Training

Private training just for your team.
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Virtual Classroom

Live, online instructor-led training.
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Jul 25, 2024
9:30 am-5:30 pm ET


Sep 26, 2024
9:30 am-5:30 pm ET


Nov 21, 2024
9:30 am-5:30 pm ET