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This dynamic course was the industry's first seminar created specifically to meet the unique needs of incoming call centre managers. The course content has been developed and refined to provide attendees with some of the most valuable information on call centre management skills available today.

This seminar will enable you to:

• Plan and manage call centre resources
• Handle a growing variety of customer contacts
• Effectively use reports and measurements
• Establish and meet performance objectives
• Win top management's support

Look at this agenda!

An Inside Look at the Call Centre Profession

• How skills and knowledge are developing
• How the best call centres operate

Understanding the Driving Forces of Incoming Call Centres

• How random and peaked call arrival effects staffing decisions
• How callers feel about waiting in the queue
• How callers react to waiting, busy signals, and IVR's
• Abandonment

Establishing an Effective Planning Process

• The 7 inter-related planning steps
  • Forecasting call load
  • Calculating base staff
  • Calculating trunks and system resources
  • Calculating shrinkage
  • Organizing schedules
  • Calculating costs
• Developing a proven planning process

Understanding Service Level

• Service level: tying the resources you need to the results you want
• How quality and service level are inter-related
• Choosing a service level objective that is right for you

Acquiring the Data You Need

• Sources of call centre management data
• Avoiding "info-glut": determining what's relevant

Forecasting the Calling Load

• The difference between call volume and call load
• Long and short-term forecasting methods
• Blending in judgment: how politics, personalities, and organizational realities influence forecasting
• Avoiding the ten common forecasting mistakes
• How call centre size effects your tolerance for inaccuracies

Staffing the Right Way

• Defining answer groups
• The capabilities of Erlang C and computer simulation
• Using your free software

Indispensable Calculations and Projections

• Base staff and trunks required
• Occupancy and adherence to schedule
• What you can expect with the staff you have
• Anticipating growth
• Factoring in non-phone activities
• The impact of skills-based routing

The Implications of The "Immutable Laws"

• Service level versus occupancy
• The powerful pooling principle
• Staff versus trunks and network costs
• The dynamics of group size
• The law of diminishing returns

Organizing Effective Schedules

• The alternatives available
• Preparing for exceptions
• Getting buy-in from staff
• Schedule adherence - without autocracy

Cultivating Collaboration and Buy-In Throughout

• Why and how agents should be involved in the planning process
• Making a case to senior management
• Coordinating with other departments

Real-Time Management

• The information to watch
• The "where is everybody?" issue
• Understanding caller behavior
• Identifying feasible real-time actions
• Utilizing real-time strategies appropriately

Performance Measurements

• Why this is such a "hot topic"
• How your "actions" may be conflicting with your objectives
• What to measure - individuals
• What to measure - the call centre as a whole
• Getting the information you need
• Effective monitoring and coaching

Improving Quality and Efficiency

• Service level with quality
• Beyond platitudes - improving the process
• Ten assignments that will yield proven results
• The structure of your call centre

Leading Practices and Your Professional Development

• Characteristics of leading call centres
• Your professional career path and development
• Action Plan

Look at these take-home materials!

• A handsome executive-style course manual, filled with useful forms, graphs, charts, case studies and exercises, that will save you literally hundreds of hours.

• Valuable software, including programs that calculate staff, occupancy, trunk load, service level, average speed of answer, and calls in queue.

• Reprints of dozens of articles that will provide an invaluable reference long after the seminar.

• An action plan, trip report, and a complimentary copy of Service Level Newsletter.

• A frameable course completion certificate.

• Access to after-seminar telephone support, to help with questions you may have about something you learned (contact your seminar leader).

Special bonuses for on-line registration!

Register from this web site and receive a complimentary* call centre book from the Resource Center. Choose from:  

Customer Service Over the Phone
Call Center Dictionary
Call Center Savvy
Maximizing Call Center Performance

* Normal shipping and handling fees apply

Registration Fees
The per student registration fee for this seminar is $1995, and includes the seminar, course materials, and continental breakfast and lunch both days. To register, use the "Book Now" button or please call (708) 246-0320

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Seminar Schedule

Oct 11-12

Leeds, UK

Novotel Hotel Leeds ()

Class begins at 8:30 AM and ends at 5:30 PM.  Please arrive at 8:00 the first day to sign-in and meet fellow attendees.

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.

Cancellation Policy.  Registrants may cancel up to fourteen days in advance of the seminar start date for a full refund, less administrative fees of $400.  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 $400, 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.