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Dollars and Sense

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$375 November 3, 2016 @ 10:30 am - 12:00 pm

Dollars and Sense: Basics of Finance for Today’s Contact Centre Professional

Planning and managing by the numbers is critical for any business and the Contact Centre is no different. Even though major financial decisions may be in the hands of the CFO, it’s important for Contact Centre management to understand the numbers and be able to communicate with the finance department or executive team with confidence. In this session, you’ll learn key financial terms and how they apply in Contact Centre situations, along with how to develop both a capital budget request and an operating budget. We’ll discuss how to evaluate proposed investments in terms of ROI, payback period, and net present value calculations. Learn how to “talk the financial talk” and attend your next finance meeting armed with confidence.

Students will learn to:

– Define the terminology and calculations of primary financial measures.

– Identify the components of a capital investment request.

– Analyze lease versus purchase options for call Centre technology and services.

– Calculate and apply ROI, net present value, and payback period to aid financial decision-making.

Facilitated by: Giles Potter, Director, Great Outcomes

 Giles is a speaker, author and experienced Consultant, who has been providing training and development guidance for over 12 years, after holding senior roles in the financial services industry.  As a Consultant, Giles has worked with Executive leaders in many of New Zealand’s government agencies and multinational corporations.

Seminar Access

Access to web seminars in the Masters Series is provided via an Internet connection and a separate audio (telephone) connection. Two days prior to each seminar, you will receive email access instructions for the web portion and the telephone number to call. 

Web Seminar Cost:  The cost of your first connection is $375 + GST An unlimited number of students may attend via a single web/audio connection.


Attend the ten core sessions in the Business Management Track and take the Mastery Exam to earn certification. Students achieving 80% or higher score on the exam will receive certification from The Call Centre School. The certification processing fee per student is $35 for web seminar attendees; there is no certification charge for classroom participants.


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