Abbott Associates

Masters Engineering and Analytics Class

Call Center Black Belt
Master Engineering and Analytics Course
4 Day Class

Objective: You will be able to assure that your facility stays at peak performance, low cost, minimal waits, and high customer satisfaction. This course shows you how to apply science, mathematics, and engineering to get to the next level. This course also shows you how to apply science, mathematics, and statistical approaches that apply to the service industry.

Who Should Attend: This advanced class is for individuals wanting their call center at the highest customer service but still maintaining the lowest cost. This class is for directors, managers, designers, engineers, and managers on the fast track.

Course Prerequisites: Your attendance in this course is dependent on your having attended Six Sigma Call Center and Help Desk Metrics and Design classes.

James C. Abbott is the leading call center author, developer, teacher, and engineer who you will be fortunate to have as your instructor. James is unique in that he is not only the leading expert and developer in call center and help desk design, but he also has the ability to convert the most complex topic so that everyone can understand and use it. James is the author of the four best selling call center books. One of those books, The Executive Guide to Call Center Metrics, has been the number 1 call center book at since its first publication in April of 2004. James is unique in that he is not only the leading call center design expert but has the ability to convert the most complex topic so that everyone can understand and use it.

Course Prerequisites:

Your attendance in this course is dependent on your having attended the Six Sigma Design.

Engineering Class Topics

Global, Enterprise, and Single Site Architecture for the Effective Call Center, and Help Desk

The center architecture provides the master plan and an Operational Theme for all aspects of the enterprise (people, technology, knowledge).

◻    Understand customer focus versus customer view and when to use which

◻    Lanes, layering, and control logic

◻      Ergonomic and making your center a GOOD place to work is key to agent’s spirit

◻      Understand architecture for single sites or multiple center.

◻      How to use third party vendors and work at home agents effectively

Quality Assurance, Call Scoring, and Customer Feedback

Learn the the typical mistakes of call scoring and how to avoid them. We will build a process for the development of a call scoring method. Can your current system repeat and reproduce the score? If not the course topic is a must and we will cover:

◻        Measurements and how to develop repeatable scoring methods

◻      Variability’s impact on call scoring

◻      Who should score the call, when to score calls, and how many calls to score

◻      Prerequisites to call scoring

◻      Scoring Development Process

◻      Using the call score card to coach agents

◻      We will build processes to coach and mentor agents to the next level through QA, Call Scoring, & agent coaching processes

The customer’s feedback can be a powerful piece of information. There is a fine line between intruding on your customers and getting there feedback. This topic will explain how to accomplish that balancing act. Customer surveys and focus groups will be explained.

Dialogue and Script Writing as a process function

Dialogue is the second key to a fantastic customer call. We will cover how to build this dialogue and put in place a continuous improvement program

◻         Dialogue approach comparison

◻      Becoming the center playwright

◻      Control and Dialogue

◻      Building your customer dictionary and vocabulary

◻      Understand the important of context

◻      Dialogue plan and process for developing the dialogue including the components, steps, the iterations, and their use

◻      You will know what the dialogue package includes and how we will use it

◻      Building a continuous improvement program


Building the Sigma team

From the design class you know how to develop Agent Walkabouts and agent processes. Now we will go into depth about all the other aspects of a call center (i.e. supervisor process) that needs processes defined. This topic will put all the jigsaw pieces together so that you can have cohesive center package and all associates working as a team.

◻      Understanding the The team includes manager, supervisor, leads and agent

◻    In the class we will build support processes for the agent and their career. These support processes include: rapid deployment, hiring, training, career migration, and career path, mission control

◻   Staffing and work force management process for the future and a sigma philosophy. Understand how the old and crude staffing approaches of the past will cost you money. Failure to embrace the new staffing process is an obstacle to the improvements.

Advanced Factoring gives your Business Order and Structure

Fourth Principle – Operational excellence requires foundational structure. This foundation of structure, order, and arrangement is comprised of quantitative and conceptual homogeneous groups.

◻      Understand what is factoring and what does it do for your center. This is the missing link of order and structure in most centers.

◻      Factoring is the tool to break apart the massive details of knowledge in a call center or help desk so that knowledge becomes simple.

◻      Product and Process Anatomy – In the class we will show you how to factor you knowledge and then build a process for knowledge capture so that your knowledge base systems performs at peak levels. This allows us to have a complete anatomy of your business at your agent’s finger tips.

◻      This class will prepare you so that you get the biggest bang from the tools in the Masters Analytics Class by facilitating the quantitative factoring.

◻      Progressions – Progressions are advanced processes. With the factored foundation, we can learn about progressions which will dramatically simplify the processes below.

o   Problem solving

o        Help Desk

o        Customer Sales

Analytics Class Topics

Understand the Five Steps to Analytics and how to assure that you provide good Information

¨     What is included in Analytics

¨     The importance of having both science and statistics to form the cohesive package of ANALYTICS

¨     Understand homogeneous and why it is critical

¨     Decision-making and Division of Labor will the drive analytics effort

Problem solving and root cause analysis

¨     Probabilities

¨     Predictions

¨     Root cause as a process

ANALYTICS tool box

Understand that ANALYTICS is comprised of statistical tool box. With the understanding of the tools now know when, where, and why to use each tool

¨     DOE tools that work in a service sector world and tools that work in manufacturing but won’t work in service sector

¨     DOE tools that work in a call center, help desk, and support center sector world

¨     Experimentation

¨     Developing an effective design for test and analysis

Masters Analytics Foundational principles

These principles are the knowledge that makes all statistics simple to understand

¨     Sum of Squares

¨     Central Limit Theorem

¨     Variability and Descriptive Analysis

¨     Interval analysis, the next step beyond point estimates of average and standard deviation

Sampling theory and Customer surveys

¨     In the Master Engineering class you will have determined what to ask and How often can you ask. Now, We will calculate how many samples to collect so that we have good information.

¨     Understand the statistics involved in determining a calculated sample size

¨     Understand the risk management of sampling and be able to determine them

¨     Understand what sampling can and cannot do


Factoring is the planning required that will assure analytics will give you good and valid information

¨     Analysis and experiments

Discrete groups comparisons

¨     Comparative studies

¨     ANOVA

¨     Validating ANOVA assumptions

¨     Multi Factored ANOVA

Analysis of continuous data

¨     Regression concepts

¨     Linear regression

¨     Multiple regression

Trend and forecasting

¨     Tools of  trends and cycles

¨     Traffic analysis

¨     Staffing

Incorporating Masters Analytics into your operation

¨     Design

¨     Continuous improvement

¨     Management


Allow James to bring his classes to your location.

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