of Call Center Workforce Management
2-day call center training course - $1,995
This call center training course focuses on applying necessary principles of workforce management to overcome daily challenges of forecasting calls, scheduling staff, and managing service levels in your call center.
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 center 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.
The training is designed around case study problems that cover typical forecasting and scheduling scenarios, as well as complications in today's environment such as skill-based routing, handling of other media contacts such as email and text chats, and staffing for a mixture of inbound/outbound calling.
By participating in this training seminar you will learn:
Who Should Participate
Fundamentals of Call Center Workforce Management training course is designed for professionals involved in staffing the call center, balancing workers and workload, or meeting call center service level targets. Whether you have a few agents or many, workforce management software or none, you will benefit from this introductory workforce management course.
Attendees should possess a basic understanding of what a call center is, how calls flow into a center, and basic call center terminology. Course materials are in English, and attendees must possess a high level of English fluency.
Chapter 1 - Introduction to Workforce Management
Chapter 2 - Data Collection and Analysis
Hands-On Lab: Data Analysis
Chapter 3 - Forecasting Call Center Workload
Hands-On Lab: Forecasting
Chapter 4 - Forecasting for Cycles: Regression and Correlation Analysis
Hands-On Lab: Analyzing a Billing Cycle
Chapter 5 - Planning Resource Requirements
Hands-On Lab: Staffing Analysis Using Software Tools
Chapter 6 - Understanding Staffing Trade-Offs
Hands-On Lab: Perform a Consolidation Analysis
Chapter 7 - Scheduling Call Center Staff
Hands-On Lab: Shrinkage Calculation and Schedule Creation; Testing Using Software Tools
Chapter 8 - Managing Daily Schedules and Service
Hands-On Lab: Perform Schedule a Adherence Analysis Using Software Tools
In-Class Hardware / Computing Requirements
Participants will have an opportunity to practice workforce management skills in class using software and automated tools. Bring a laptop computer to class with Microsoft Excel installed. Software to be used in the classroom will be available for downloading and installation prior to the course. Spreadsheets, software, installation programs, and other tools will also be provided with the course materials on a USB flash drive.
The per student registration fee for this training and certification program is $1,995 and includes:
Class begins at 9:00 AM and ends at 5:00 PM each day. Business casual attire is appropriate.
Register securely online with confidence or please call (708) 246-0320.
Maximize Your Training Investment - Attend Courses Back-to-Back
Fundamentals of Workforce Management immediately follows these courses in select locations:
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Terms & Conditions
Seminar provider is not responsible for losses due to cancellation. In all circumstances, seminar provider's liability shall be limited to fees received.
Seminar agenda and assigned instructors are subject to change.
Public Training Terms & Conditions
Payment is due prior to the seminar. Errors and omissions in pricing are not accepted.
Public seminar cancellation policy. Registrants may cancel up to fourteen days in advance of the seminar start date for a full refund. Cancellations within fourteen days of the seminar start date will be subject to an administrative fee of $400. Registrations may be transferred to another member of your organization at no additional charge. As seminars can be cancelled for under-enrollment from time to time, we strongly recommend that registrants traveling by air purchase only refundable tickets.
In the unlikely event that a seminar must be cancelled by seminar provider
due to unavoidable circumstances, you will be notified at least two weeks
prior to the seminar date, and your payment will be refunded. Seminar
provider is not responsible for losses due to cancellation including losses
on advanced purchase airfares. We strongly recommend that attendees
traveling by air to attend the seminar purchase only refundable tickets.