High Performance Management for Inbound Contact Centres Masterclass

More about Daniel

Daniel Ord

Founder & Director
OmniTouch International

Daniel Ord is one of the world’s most accomplished and successful Contact Centre Trainers. Now is your chance to learn how to manage inbound contact centres like you never learned before. Daniel Ord has 25 years’ experience developing and providing training courses which achieve amazing results. With his company OmniTouch, Daniel has delivered in-house and in public courses to great acclaim for Clients & Participants in Europe, Asia, Australia, Russia – in fact in 40 different countries.


Course objectives

Master Effective Wait Time practices and how they impact your Centre management

Know exactly which metrics matter the most for each job in your Centre

Understand the interrelationships between metrics and how to interpret results

Learn where the leverage is to enhance efficiency

Learn where the leverage is to enhance quality

Understand the complete forecasting & staffing process

Know how to calculate a labour budget

Learn the Unique Dynamics of Inbound Centres

Be in a position to guide others in their Contact Centre work

Avoid common misunderstandings & myths around Contact Centre management

“Amongst all the market research providers that i have engaged in my past 10 over years in StarHub, none can compare with Daniel. No one comes close in terms of charisma, humility, professionalism, client servicing and passion. Daniel is truly a great business partner who is devoted to the success of his clients. Ever surprising and interesting, he draws his extensive experience especially from his training background into insights that no market research company could hope to emulate. Over the years, he replicated himself and now his team of loyal staff exhibit the same characteristics! I greatly recommend Daniel and his team to anyone who wants to experience exceptional results.”

Darren Choo — AVP, Product Management at StarHub

“We hired Daniel and his organisation to support our efforts in the call center space at regional level. They provided strategic guidance, helped setup the service and service offering model and provided training to all our staff. It was all done in an extremely professional way, understanding our own business realities and not applying a predefined solution. A pleasure to work with Daniel…and with his help we have won already few prizes on Customer experience and more important, business grow is significant as per agreed plan. Thanks Daniel and team !”

LIuis Ferre Nadal — V.P. Sales and Marketing Asia

“Vodafone Fiji being South Pacific’s most advanced & leading telecommunications service provider, was leading its way towards the digital transition of most of its services & operations. This meant digitizing it’s customer touch points & there by getting our staff up to speed in serving these customers using the new channels. So that’s where we reached out to an expert in this trade to assist us in this journey of coaching our CC staff. Daniel did a fantastic job & the results were visible during the program itself. That’s one of the fastest turnarounds I’ve seen from a coaching program! Thanks Daniel & the Omni Touch Team..!”

Rizvi Amith — Heading The Digital Business & Service Innovation for Vodafone

“Dan conducted High Performance Management Training for Maybank Group Customer Care that I found extremely valuable. He demonstrated high level of expertise & his presentation was clear and immediately actionable. His style owas open & inviting to questions and willing gave his time in responding to question throughly. Dan is extremely enthusiastic about his work which is infectious. I strongly recommend him for any training he has through his company omniTouch. Thank you, Mr Dan. Truly an experience and will definitely help me to improve our working culture.”

Prakash Naidu Perumal — Manager Customer Experience- Customer Contact , AIA Berhad


Our 2-day High Performance Management for Inbound Contact Centres was designed to equip both experienced and new-to-the-job Contact Centre management with mastery level know-how to run more efficient and effective Centres.

In our first module we examine Customer Wait Time – with a thorough review of Service Level and what success looks like for your Centre.

Service Level, Abandonment Rate, Response Time, Average Speed of Answer and Longest Wait Time are highly interrelated but often misunderstood. We even cover how to read the ‘Readerboard’ so that everyone knows when to ‘react’ to changes on the floor and when everything is fine and in order.

In our second module we define how to measure Staff performance – at all levels.

Quality, First Contact Resolution, Occupancy, Adherence to Schedule, Average Handling Time. We define the right way to measure both productivity & quality at the Agent level, the Team Leader level and the Management level.

You’ll know exactly ‘who’ to hold accountable for ‘what’ in the Centre and how to calculate it.

We call our third module ‘The Contact Centre University’. If there were such a thing as a Contact Centre university these are the things you would learn.

From calculating a Labour Budget through to analysing delay profiles you will leave this section with a solid understanding of how to explain Contact Centre complexities to both senior management and your own Team Members.

For our fourth module we cover the process for Forecasting & Staffing. These practices matter – whether you’re a new 5 seats Centre or a long-term 300+ seats Centre.

So we cover forecasting, staff calculations, shrinkage and all the ‘math’ you need to understand to put the right number of people in the right place at the right time. It’s not only fun, it’s fascinating.

Of course all OmniTouch programs incorporate Quizzes, Exercises, Discussion and Humour.

Our goal is to equip you and motivate you at the same time so that you can go back and do the same thing in your own Centre.


  • October 2019
October 2019

Monday/Tuesday 14th and 15th
Early Bird expires 20th September
Regular price: £1,195.00
Early bird price: £995.00


7th Floor
Park house
16-18 Finsbury Circus

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Contact Information

For article submissions:
Paul Ainsworth

For general inquiries, advertising and partnership information:
Tel: 0207 1932 428

For Masterclass enquiries:
Tel: 0207 1937 483

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Acacia Farm, Lower Road,
Royston, Herts, SG8 0EE
Company number: 6707388


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