Workforce Management Call Center Training

Workforce Management is the process of utilizing accurate staffing figures every hour to maximize service and minimize cost. It is one of the most important planning and management functions of a Call Centre Manager or a Supervisor.

During this training course, attendees will learn step-by-step process of effectively forecasting and calculating staff requirements, creating staff schedules, and tracking daily service and performance. You will also learn about the impact that each and every person can make in terms of achieving service goals for the day.

Outlines

Module 1: Introduction And Overview:

• What is workforce management (WFM)

• Impact of poor WFM

• Contact centre cost components

• What makes call centre staffing unique

• Making the most of staffing resources

• Basic steps of workforce management

Module 2: Forecasting:

• The data collection process

  • Data validation

  • Dealing with aberrations

• Sources of call data

• Business drivers and factors

• Simple, moving, and weighted averages

• Time series analysis

• Calculating trend

• Identifying seasonal patterns

• Calculating day-of-week factors

• Identifying time-of-day patterns

• The impact of special events

• Shortcut forecasting approaches

• Calculation and formula review

Module 3: Planning Resource Requirements:

• Defining service goals: Service level, ASA

• Calculating average handle time

• The relationship between workload and staff

• Calculating staff workload

• Techniques for determining staff requirements

• Understanding the Erlang models

• Case problem: Step-by-step staffing design

Module 4: Staffing Trade-offs:

• Factors that influence staffing numbers

• Service versus staff relationship

• Economies of scale

• Agent occupancy

• Consolidation case problem

• Calculating staff for outbound calling

• Calculating staff for email demands

Module 5: Scheduling Call Center Staff:

• Balancing contact centre and agent needs

• Basic scheduling principles

• Calculating schedule requirements

• The impact of workforce shrinkage

• Coverage objectives

• Components of scheduling

  • Shift span

  • Days on/off

  • Start/stop options

• Schedule creation case problem

• Implementation challenges and tips

Module 6: Managing Daily Schedules And Services:

• Tracking schedule adherence

• Monitoring intra-day variations

• Tracking and reporting service

• Daily reaction strategies

  • Staffing plans

  • Call flow strategies

Who Should Attend:

• Call Centre Staff

• Call Centre Team Leaders and Supervisors

• Customer Service Representatives

• Sales Order/ Desk Representatives

• Credit and Collection Representatives

• Front-line Staff and Receptionists

• Online Sales or Service Representatives