Description

A focused course, tailored for you

The Director's Course on Building Service Excellence When Leadership Changes

Turn the turbulence of a new COO appointment into a concrete roadmap for customer service teams to thrive and prove their impact.

Stop rebuilding SLA registers every month while the new COO demands a single source of truth for service performance.

$199 one-time

Tailored to your situation. Access within 24 hours. 30-day money-back.

Includes a hand-built implementation playbook delivered alongside course access, generated for your specific situation.

Why this course

Frederic Fievez's recent promotion to COO of BCE has sparked a wave of restructuring across the broadcasting unit, and your service organization is suddenly under a microscope. The senior leadership team now expects clear, data-driven evidence that your outsourcing model can sustain growth while cutting costs, but your current dashboards are fragmented, your SLA contracts live in disparate folders, and your team spends hours reconciling call-center logs each week.

Meanwhile, the hand-off between the BPO vendor and internal ops is managed through email threads and ad-hoc spreadsheets, causing missed tickets, duplicated effort, and a growing risk of service-level breaches. If the new COO’s agenda pushes for tighter KPIs next quarter, any lapse will be amplified in the executive review and could jeopardize budget allocations for your department.

The stakes are personal: as a people-centric leader you must demonstrate that your team can deliver consistent quality without a major overhaul, or risk being sidelined in the upcoming strategic plan. The clock is ticking toward the next quarterly performance board where the COO will demand a single source of truth for all customer-service metrics.

What you walk away with

Create a unified service-performance dashboard that aggregates all vendor metrics in real time.
Produce a documented SLA compliance register that satisfies executive audit without extra effort.
Design a staffing and cost model that links headcount to service quality outcomes.
Develop a stakeholder-ready presentation pack that translates operational data into strategic narratives.
Implement a continuous improvement loop that reduces manual reconciliation time by half.

The 12 modules

Module 1. Service Performance Dashboard

75% of BPO leaders report missing real-time visibility into vendor KPIs, costing them weeks of reporting lag. In the weekly ops review you scramble to pull data from three separate portals. This module walks through wiring the core metrics into a single visual board. A live dashboard sits in your drive.

Module 2. SLA Compliance Register

During the Monday compliance call you field questions about missed targets, yet the SLA register lives in an outdated spreadsheet. The scenario shows how to consolidate contracts, thresholds, and breach logs into a searchable register. The deliverable is an SLA compliance register.

Module 3. Cost-to-Service Model

What does the CFO ask when the new COO reviews cost efficiency? They need to see how each headcount dollar translates to call resolution rates. This module builds a cost model that ties staffing levels to service outcomes. Output: a cost-to-service model.

Module 4. Vendor Scorecard

By module end a vendor scorecard sits in your drive.

Module 5. Stakeholder Presentation Pack

The quarterly board expects a concise deck that turns raw metrics into a narrative about customer experience impact. This module crafts a slide deck template that pulls from the dashboard and register automatically. What you ship from this module: a stakeholder presentation pack.

Module 6. Continuous Improvement Loop

A tension exists between the need for rapid reporting and the reality of manual data pulls. This module defines a repeatable loop that captures weekly variances, triggers alerts, and updates the dashboard automatically. The deliverable is a continuous improvement loop guide.

Module 7. Call-Center Quality Audit

Auditors from the corporate compliance office want to see a sample audit trail for call quality. In the audit prep meeting you struggle to assemble recordings and notes. This module creates a quality audit template that logs sample calls, reviewer comments, and remediation actions. Output: a call-center quality audit template.

Module 8. Escalation Process Map

Fastest path from a missed SLA to a resolved incident is a clear escalation map. When a breach occurs you currently email the vendor, wait hours, and lose accountability. This module diagrams the exact steps, owners, and timelines. Sitting at the end of this module: an escalation process map.

Module 9. Workforce Planning Calendar

The head of operations wants to see staffing forecasts aligned with peak call volumes. This module builds a calendar that aligns hiring, training, and shift patterns with forecasted demand. The deliverable is a workforce planning calendar.

Module 10. Customer Journey Metrics

A stakeholder POV: the new COO cares about Net Promoter Score trends across channels. This module defines the metrics, data sources, and reporting cadence needed to surface journey insights. Output: a customer journey metrics sheet.

Module 11. Vendor Contract Review Checklist

Tension between cost reduction pressure and risk mitigation drives many contract renegotiations. This module equips you with a checklist that balances price, service levels, and exit clauses. What you ship from this module: a vendor contract review checklist.

Module 12. Executive Review Playbook

Stakeholders expect a repeatable format for quarterly reviews that showcases improvements and flags risks. This module compiles all artefacts into a playbook that guides the executive briefing. The deliverable is an executive review playbook.

How this addresses your situation

Specific modules that map to what you said you are dealing with.

Module 1 covers Service Performance Dashboard , exactly the fragmented metric view you face when you need a real-time KPI snapshot for the weekly ops review.

Module 3 covers Cost-to-Service Model , precisely the headcount-cost linkage you lack when the CFO asks for efficiency evidence after the leadership change.

Module 5 covers Stakeholder Presentation Pack , the exact deck you need to convince the new COO that your outsourcing model delivers strategic value.

What you get with this course

A live service-performance dashboard template.
A populated SLA compliance register with sample entries.
A cost-to-service model spreadsheet.
A vendor scorecard one-pager.
A stakeholder presentation deck template.
A continuous improvement loop guide.
A call-center quality audit template.
An escalation process map diagram.
A workforce planning calendar.
A customer journey metrics sheet.
A vendor contract review checklist.
An executive review playbook.

What you will have in hand by Day 1, Week 1, Month 1

Day 1: tailored playbook in hand, SLA register template pre-populated for your contracts, dashboard skeleton ready for data import.

Week 1: first version of the service-performance dashboard live, cost-to-service model populated, and stakeholder presentation pack assembled.

Month 1: recurring reporting cycle established, executive review playbook in use, and continuous improvement loop delivering weekly updates.

Before and after

Before

Your current state is a patchwork of vendor reports, scattered Excel files, and email threads that break down during the quarterly review. SLA evidence lives in separate folders, staffing forecasts are guesswork, and the CFO repeatedly asks for a single source of truth, leaving your team scrambling for minutes of compliance footage.

After

After the course you have a unified dashboard, a complete SLA register, and a cost model that updates automatically. Weekly cadence runs on a shared calendar, evidence packs are ready for any audit, and you can walk into leadership meetings with a clear, data-driven story of service value.

What happens if you do not address this

If you ignore this now, the next quarterly board will arrive with incomplete SLA evidence, the CFO will question budget allocations, and the new COO may prioritize a vendor overhaul that cuts your team's influence. Missing the deadline could also trigger a compliance flag in the upcoming internal audit cycle.

Who it is for

A director who oversees a multilingual, multi-vendor contact-center operation, spends most of the week juggling vendor performance reviews, SLA compliance meetings, and quarterly staffing forecasts, and needs a repeatable, evidence-driven process to show leadership the value of the current outsourcing model.

Who this is NOT for. This is not for someone who needs a basic introduction to customer service fundamentals.

How it arrives

Within 24 hours of purchase your account in the learning environment is provisioned and the tailored implementation playbook is delivered alongside it. The playbook is hand-built around your specific situation, not LLM-generated boilerplate.

Time investment. 6 hours of focused work spread over a week, saving an estimated 40-60 hours of internal scaffolding effort.

Why $199 is the right number

At $199 this course beats hiring a consultant for a half-day engagement that typically costs $2K-$5K, outperforms generic compliance certifications that run $800-$2K, and replaces 60+ hours of DIY effort with ready-made artefacts and a proven implementation path.

FAQ

Do I need prior experience with data visualization tools?

No, the course includes step-by-step guidance for building the dashboard using common spreadsheet functions.

Is the course relevant if we work with multiple BPO vendors?

Yes, the modules address consolidating metrics across any number of vendors.

Will the artefacts be customizable for my specific contracts?

All templates are pre-filled with placeholders you can replace with your own contract terms.

Can I apply this if my team is still using paper-based logs?

The playbook walks you through digitizing those logs into the recommended registers.

30-day money-back guarantee. If after a week of working through the materials this is not what you needed, reply to the receipt email and a full refund is processed. No questions, no forms.

Within 24 hours your account in the learning environment is provisioned and the tailored implementation playbook is delivered alongside it.