Course Details

Call Centre Performance Management

Course Code CALL-404
Lecture hours per week
Lab hours per week
Course Availability: Open
Description:

This course will cover the following key topics: basic forces – random call arrivals and queuing theory; key areas for performance success in service and productivity; ways to measure and track service and productivity performance (team/individual); sources to collect accurate data for planning; models, tools and practices to ensure optimal performance in call centre operations.