Public Sector Forums

6 September 2007, Orange Studio Birmingham

This practical, one day workshop is designed for public sector contact centre managers and their direct reports to help them improve the performance of existing contact centres or plan effectively for introducing new ones.

It focuses on operational issues such as demand management, measuring and benchmarking current performanceand managing quality, giving participants practical skills and knowledge that can be applied immediately.

The workshop takes special notice of the Varney report to ensure that public sector contact centre managers are responding to the recommendations in a way that will bring about genuine improvements to the services they provide for citizens.

Places will be limited to 30 to enable the workshop to be interactive and participative so that each particpant can apply the knowledge gained to their own situation.

The workshop will contain sessions on:
• Strategic context – responding to Varney recommendations
• Benchmarking Customer Service – where are you now in terms of adapting your culture to be more customer centric
• Developing key performance measures that will support lasting business improvements
• Coping with demand – what to expect when access improves and how to meet that demand within existing resource levels
• Managing Quality - what constitues good quality service in the contact centre  and how to achieve it
• Accreditation - what is meant by formal published accreditation and how to go about getting it

Participants will acquire the knowledge and skills needed to:
• Understand the stage of evolution of the contact centre in their own organisation, and the appropriate next steps to take on their ‘journey’ to becoming more customer focused
• Understand what is meant by ‘best practice’ for public sector call centres
• Apply the right KPI measurements for their contact centre operations
• Review their operation against internal and external benchmarks
• Understand how to exploit the latest technology to support their operation
• Identify 5 ‘quick win’ opportunities to apply in their own call centre operations.

The facilitators

RXP are a specialist consultancy working exculsively in contact centres.  They have extensive experience of managing public sector contact centres including technical, people and change management. 

Participant fees
£325 per participant or £600 for two from the same organisation.