Calculating Call Center Staff: The Math of Call Center Staffing Tradeoffs (web seminar):

This 90-minute web seminar describes the process for defining service goals in the call center, calculating call center staff requirements, and analyzing staffing/cost/service tradeoffs. Students will learn to calculate the optimal number of call center staff to maximize service while minimizing cost to make the most of call center resources.

Dates: January 27, May 25, September 28

Getting the “just right” number of people in place at the right times to handle the contacts – it’s every call center manager’s dream. However, figuring out the right staffing mix to maximize service to customers, while minimizing cost, can sometimes be a nightmare.
This session outlines the step-by-step approach to call center staffing. Attendees will learn about setting service goals and how to use Erlang techniques to determine the right number of bodies in chairs.

The session will also discuss the most critical staffing tradeoffs, such as cost versus service concerns, the effect on service of plus/minus one person, the impact of large groups and economies of scale, and effects of staff occupancy. All attendees will receive free QuikStaff planning software.
Students will learn to:

- Identify factors in setting service level goals and what factors contrbute to speed of answer expectations.
- Use Erlang calculations to pinpoint staffing needs.
- Identify service and cost tradeoffs and ways to improve service without adding staff.
- Describe the most common mistake call centers make in determining staff numbers.
- Identify ways to incorporate multi-media contacts into the staff planning process.

Price: $300

An unlimited number of students may attend via a single web/audio connection. Additional connections for the same seminar are available for $150 for each additional connection.

This web seminar will be recorded and retained by The Call Center School, LLC. Your attendance constitutes permission for the recording of your voice and comments and The Call Center School’s right to use, distribute, and copy the recording, in whole or in part, in any form or media.
05/25/2012 10:00 AM
09/28/2012 10:00 AM

*Web seminar times are posted as Central Time.

The Call Center School
568 Grant Highway
Lebanon, TN 37090
phone: 615-812-8400
fax: 866-452-2122