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Support Center Metrics and Measurements

Course Description
Is the support center meeting its goals? What is the support center’s performance compared to other support centers and organizations? What should be measured and where will the focus on improvement efforts benefit the organization? Measuring the support team’s performance can help guide business decisions.

This course is designed to identify the metrics that every support center should be using to measure individual, team, and organizational performance. The course will introduce key performance indicators and will identify the important types of questions to ask when analyzing data. Discover which support center metrics are important, how to calculate them, and what do to with them.


Course Overview
Delivery Methods
Course Calendar

What You Will Learn

  • The different types and purpose of metrics
  • How to identify which metrics to measure
  • Data sources for common support center metrics
  • What is a KPI and how to identify one based on goals/objectives
  • How to differentiate between leading and lagging indicators
  • The purpose of base lining and benchmarking
  • The value of cost-benefit analysis and return on investment
  • How to use balanced scorecards
  • The different types and purpose of performance reports

Who Should Attend?

  • Anyone who wants to learn how to effectively utilize the appropriate metrics for individual, team, and organizational performance

Course Outline

Unit 1: Which Metrics Are Important to Your Support Center?
Overview of Metrics
Purpose of Metrics
Sources of Measurements
Identifying Which Metrics to Measure
Unit 2: Understanding Key Performance Indicators
Key Performance Indicators
Leading Verses Lagging Indicators
Baseline Verses Benchmarking
Unit 3: What to Do with Metrics
Cost Benefit and Return on Investment
Balanced Scorecard
Performance Reporting

Virtual Classroom
Member Price: $545 | Price: $595

These scheduled courses provide students with live, instructor-led training delivered by HDI faculty. Using web conferencing software and an audio bridge, students interact with the instructor without ever leaving their desk.
  • Minimize the impact on your daily schedule by only training two hours a day for three days.
  • Learn only what you need to with targeted, topic-specific courses.
  • Ask questions and interact with the instructor.
Public Classroom
Member Price: $595 | Price: $645

Facilitated by a faculty member, this one-day, public course allows students to actively participate in exercises and discussions as well as network with peers from other companies.

  • Maintain adequate coverage in your support center by staggering training dates.
  • Focus on learning by being out of the office.
  • Structured discussions facilitate networking and learning from real-world experiences.
  • To learn more about public classroom training, contact an account manager or call 800.248.5667.
Read the FAQs.
Onsite
HDI can train your team at your facility, eliminating individual travel costs and putting more control in your hands.
  • Control class size and pick training dates that accommodate your business schedule.
  • Focus on your organization’s key issues and pain points.
  • Save money. With groups of eight or more, this option is often more cost effective.
  • To learn more about this program, contact an account manager or call 800.248.5667.

Virtual Classroom Schedule

DateLocationCourseRegister
11/16 - 11/18 2010HDI, Virtual ClassroomSupport Center Metrics and Measurements (Virtual)Register

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Don’t see a course time that suits your schedule? Contact your account manager or an HDI Partner to discuss your needs.