of Call Center Workforce Management
2-day training course - $1,795
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.
Introduction and Overview
Planning Resource Requirements
Scheduling Call Center Staff
Managing Daily Schedules and Service
Managing Attendance and Adherence
Workforce Management Complexities
Automating Workforce Management Tasks
Solving Workforce Management Problems: Most Common Problems
Course Review and Assessment
In-Class Hardware / Computing Requirements
Participants will have an opportunity to practice workforce management skills in class using software and automated tools. If you can bring a laptop computer to class, with Microsoft Excel installed, please do so. If you cannot bring a laptop, or if you do not have MS Excel, you will not be disadvantaged. Each course lab will be demonstrated in class by the instructor. 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.
You will not need to bring your laptop to class the first day.
The per student registration fee for this training and certification program is $1,795 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:
More Training and Certification Courses
See the complete calendar of RCCSP Professional Education Alliance Contact Center Training dates and locations.
For more IT, technical and field support training course options, see the RCCSP Help Desk, ITIL, and Support Center Calendar.
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.