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Call Center Metrics, Analytics and Reporting

In-person Seminar. 3-day training class. This is THE course on call center metrics, taught by James Abbott, the service engineer that literally wrote the book on the subject. This course fulfills hours requirements toward the Six Sigma Black Belt and the Call Center Engineering Certification (CCCE).


This contact center training course on performance management introduces attendees to the scientific and mathematical practices underlying today's best run contact centers.

The discipline of performance management through metrics goes far beyond Erlang and traffic formulas, KPIs, and costing metrics that report acceptable or unacceptable results. Contact center engineering is a process of constructing metrics that identify the causes of problems and generate solutions you can implement to change the results. Attend this training course and learn how to use metrics to affect solutions for your call center or help desk.

Attendees of this training course will go back to their support centers with practical, real-world knowledge of how to prepare information for effective contact center reporting. You will not be overwhelmed with baffling rules, frustrating formulas, and confusing tables that may be useful only in theory. Instead, you will discover the proper tools to use at the right time to achieve maximum benefit.

The course is taught by James Abbott, the industrial and service engineer who literally wrote the book on the subject: The Executive Guide to Call Center Metrics, the most widely read book on this topic. Contact Center Metrics, Data Analytics and Reporting is like no other course you have ever attended.

This class runs back-to-back with:

Who Should Attend

This course is for professionals responsible for support center performance management, reporting, call center operations, or implementation of performance improvement strategies. Participants that will benefit most from the course include CIOs, COOs, VPs of operations, directors, designers, and managers, and those who are or may be pursuing the CCCE certification or Six Sigma Black Belt credentials.

This course is designed for call center and help desk professionals. There are no prerequisites for this introductory call center and help desk metrics course.

What You Will Learn
  • Where and how to get started
  • How to prepare your call center's metric blueprint
  • Key metrics every call center manager must track to assure an effective organization
  • Prerequisites for reporting
  • The essentials of effective reports
  • Report preparation using proper grouping
  • Statistical techniques that make your call center reports more valuable
  • Division of labor and its impact on information and decision-making
  • The different information requirements of strategic and tactical decision-makers
  • Statistical techniques that dramatically improve strategic and tactical effectiveness
  • Types of call center reports and formats
  • Which reports are appropriate to different types of decisions
  • How to read and use reports, charts, and graphs
  • The difference between raw data and information
  • How to prepare reports that get used.
  • How to read data and convert it into information for improved decision-making
  • Cause and effect analysis

Take-Home Tools
  • An initial metric blueprint for your facility
  • Excel templates for each type of reporting: just plug in your data
  • The proprietary book Preparing Call Center Metrics. This book is only available by attending this course. Preparing Call Center Metrics is the companion to the best selling metrics book The Executive Guide to Call Center Metrics.
  • The ability to convert data into information for guaranteed improvements in your center
  • Notes for the key concepts and principles


Call Center Metrics, Analytics and Reporting is a core course within the following Service Engineering training tracks:

  • Call Center Six Sigma Black Belt
  • Certified Call Center Engineer (CCCE)


Day 1: The Principles of Call Center Metrics

The impact of methods and decision-making

  • How and why to build a metric blueprint for your facility
  • Understand, identify, and track metrics that are key to your center’s effectiveness
  • How to validate business and statistical assumptions for better metric preparation
  • The three steps for preparing metrics
  • Techniques for call center metric reporting
  • Using statistics to prepare your metrics
  • The role of SLAs in metric preparation

Day 2 Strategic Metrics and Reporting

Management's tools for assessing your call center

  • How strategic reports differ from, and work with, tactical reports
  • Assessing the call center's capability
  • Advanced statistical studies for call centers
  • Comparing call centers and departments within a call center

Day 3 Tactical Metrics and Reporting

Operational tools for running the center

  • Analyzing and controlling call center variability
  • Using metrics to manage call center time and cost
  • How to build a real-time reporting system
  • Building a call center GUPPI® for cause and effect analysis
  • Call center charts for tactical decision-making

What Past Attendees Say About the Course

"These classes have been the best, most applicable, I have attended since becoming a Call Center Manager." -- Paula Mezo, Purdue University, West Lafayette, IN

"The instructor gave great explanations and examples [of the formulas] to clarify how to apply them to a real-life situation. [He] taught the practical application of statistics, which I found very useful." -- Stacey Love, The Hartford Insurance Group, Hartford Connecticut

"Outstanding class! I appreciated the quality of the materials and the instruction. I particularly valued the caliber of the instructor and his ability to answer questions and convey complex concepts. Going over examples and applying concepts specific to my business was helpful as well."

"When I first sought out classes on call center management and metrics, I thought that I needed to focus on theories and concepts... of course such an approach can become quickly outdated. The approach of this class, however, provided tools that will not become obsolete and will afford not only initial, but ongoing assessment of operations. I [see] the lasting value of [my] investment!" -- Patricia Scott, Northside Hospital, Atlanta, Georgia

"Excellent! A good guide for me to know where to get started and how to go about it." -- Laurie McIntyre, Hydro One Networks, INC. Toronto, Ontario

Registration Fees

The per student registration fee for this seminar is $2,395, and includes :

  • The seminar
  • Course materials
  • Refreshments each day
  • An initial metric blueprint for your facility
  • Excel templates for each type of reporting -- just plug in your data
  • The proprietary book Preparing Call Center Metrics, available only by attending this course.
  • Abbott Reference Notes for the key concepts and principles

Dress is business casual. Laptops are optional. Class begins at 9:00 AM and ends at 5:00 PM each day.

To register, click on the "Add to Cart" button or call 443-909-6951.

Date Location Venue Price (US Dollars) Order
April 4-6, 2016 Greenville, SC Westin Pointsette
Price: $2,395.00 

Seminar Payment Policy
Payment is due prior to the seminar

If payment is not received, a credit card hold will be required for participation. This card will only be processed if payment has not been received within the week following seminar delivery date.

Public seminar cancellation policy

Registrants may cancel up to fourteen days in advance of the seminar start date for a full refund, less administrative fees of $500. Or, you may transfer your registration to another member of your company at no additional charge. Registrants canceling within fourteen days of the seminar will receive credit, less administrative fees of $500, toward any other Resource Center seminar. As seminars can be cancelled for under-enrollment from time to time, we strongly recommend that registrants traveling by air purchase only refundable tickets.


If for any reason you are unsatisfied with the training, please notify the instructor by the end of the first day. If you decide to cancel the remainder of the training program, the instructor will collect all training materials. Fees paid, less a prorata one-day on-site training base fee plus any travel surcharges, will be refunded.

In the unlikely event that a seminar must be cancelled by seminar provider due to unavoidable circumstances, you will be notified at least two weeks prior to the seminar date, and your payment will be refunded. Seminar provider is not responsible for losses due to cancellation including losses on advanced purchase airfares. We strongly recommend that attendees traveling by air to attend the seminar purchase only refundable tickets.

Seminar provider is not responsible for losses due to cancellation. In all circumstances, seminar provider's liability shall be limited to fees received.

Seminar agenda and assigned instructors are subject to change.