| Call Center Workforce Management Fundamentals
Sorry, this course has been replaced by: Call Center Workforce Management Basics   |
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Overview
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:
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How to Forecast, including a look at data collection and interpretation, as well as the recommended forecasting techniques used by support centers.
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How to Calculate Staffing required in a call center to meet service goals, and the many service and cost tradeoffs involved in staffing decisions.
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How to Schedule Staff, including the difficulties faced by call centers today in matching the workforce to the workload, and best practice options on scheduling the workforce and managing service on a real-time basis.
Agenda
DAY 1
Introduction and Overview
- What is workforce management (WFM)
- Impact of poor WFM
- Contact center cost components
- What makes call center staffing unique
- Making the most of staffing resources
- Basic steps of workforce management
Forecasting
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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
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
Staffing Tradeoffs
- 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
DAY 2
Scheduling Call Center Staff
- Balancing contact center and agent needs
- Basic scheduling principles
- Calculating schedule requirements
- The impact of workforce shrinkage
- Coverage objectives
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Components of scheduling
- Shift span
- Days on/off
- Start/stop options
- Schedule creation case problem
- Implementation challenges and tips
Managing Daily Schedules and Service
- Tracking schedule adherence
- Monitoring intra-day variations
- Tracking and reporting service
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Daily reaction strategies
- Staffing plans
- Call flow strategies
Managing Attendance and Adherence
- Impact of adherence
- Quantifying the impact
- Diagnosing reasons for non-adherence
- Adherence solutions
Workforce Management Complexities
- Outbound calling
- E-mail and other non-phone tasks
Automating Workforce Management Tasks
- Limitations of manual approach
- Qualifying characteristics
- Basic system capabilities
- Advanced system capabilities
- Cost justification components
Solving Workforce Management Problems: Most Common Problems
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Activities:
- Basic staffing and scheduling
- Telephone cost tradeoffs
- Expanding hours of operation
- Consolidation and skill-based routing
- Adding multimedia contacts problem
Course Review and Assessment
Registration
Fees
The per student registration fee for this seminar is $1,495, and includes
the training, course materials, and continental breakfast, morning and afternoon
refreshments each day. Class begins at 9:00 AM and ends at 4:30 PM.
To register, click on the "Book Now" button or please call (708) 246-0320
Seminar Schedule
| No shedule yet. |
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Dates & Locations.
Payment is due prior to the seminar. If payment is not received, a credit card hold will be required for participation. This card will only be processed if payment has not been received within two weeks following the seminar. Multiple attendee registration discounts apply only to attendees from the same company attending the same (day and location) seminar.
Cancellation Policy. Registrants may cancel up to fourteen
days in advance of the seminar start date for a full refund, less administrative
fees of $300. Or, you may transfer your registration to another member
of your company at no additional charge. Registrants cancelling within
fourteen days of the seminar will receive credit, less administrative fees
of $300, toward any other Resource Center seminar. In the unlikely
event that a seminar must be cancelled, you will be notified at least one
week prior to the seminar date. Seminar provider is not responsible for losses
due to cancellation including losses on advanced purchase
airfares.
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