Calculating Call Center Staff: The Math of Call Center Staffing Tradeoffs (e-Learning):

This self-paced, 3-module e-Learning program 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.

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 students will have receive free QuikStaff planning software.

Module 1 - Defining Service Goals
Module 2 - Calculating Contact Center Resources
Module 3 - Analyzing Staffing Tradeoffs
Students will learn to:

- Identify factors in setting service level goals and what factors contribute to speed of answer questions.
- 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: $150 (Single-user, 30-day license)

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