WFM - Scheduling

  • Provides a step-by-step approach to call center staffing
  • Teaches how to apply the Erlang C formula
  • Demonstrates how to balance between efficient schedules and staff preferences
  • Excellent for both onboarding and ongoing training
  • Created by a team of industry veterans and e-learning professionals

Creating a work schedule that balances the company’s interests and employees’ preferences is not an easy task. This e-learning course is designed to give you the knowledge and skills needed to create a well-balanced schedule. In this course you will learn how to calculate staff requirements, include shrinkage, and analyze cost/service tradeoffs. You will also gain an understanding of how to create custom work schedules based on previously calculated staffing requirements, to ensure the contact center reaches its service level goals.

The course WFM - Scheduling is also included in the bundles Staffing Essentials and Call Center Staffing.

Who should take this?

  • New hires in the workforce management department
  • Workforce management professionals that want to deepen their scheduling knowledge and improve their scheduling skills


Self-paced e-learning containing an engaging mix of video, narratives, scenarios, and self-assessments.

A certificate is provided if the mastery exam is passed successfully.

Time to complete

  • 6 months from starting the first module
  • Course contains 3 hours of content
  • The course will remain available for the entire 6 months, even after completion

The following units are included

1. Calculating Call Center Staff

The Math of Call Center Staffing Tradeoffs

Calculating Call Center Staff

Getting the right number of people in place at the right times to handle incoming calls; it’s every contact center manager’s dream. However, figuring out the right staffing mix to maximize service to customers, while minimizing cost, can sometimes be a daunting task.

This unit will teach you how to calculate the optimal number of call center staff to maximize service while minimizing cost to make the most of call center resources.

You will learn a step-by-step approach to call center staffing, including how to set service goals and how to use Erlang techniques to determine staff requirements. You will also become familiar with the most critical staffing/cost/service tradeoffs, such as the effect on service of plus/minus one person, the impact of large groups and economies of scale, and effects of staff occupancy.

Upon completing this unit, you will be able to:

  • Identify factors in setting service level goals as well as factors contributing to speed of answer.
  • 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.
  • 6 modules
  • 70 min

Included modules and learning aims:

  1. Introduction 10 min

    • Describe the basic steps of the staffing process
    • Calculate basic call center workload
    • Outline the content of the course that follows
  2. Defining Service Goals 13 min

    • Describe ways to define speed of answer goals
    • Discuss considerations in setting service goals
    • Calculate Average Speed of Answer (ASA)
    • Calculate service level
  3. Staffing 12 min

    • Calculate staff requirements for inbound calls
    • Calculate staff requirements for email
    • Calculate staff requirements for outbound calls
  4. Staffing for Profitability 5 min

    • Calculate trunk workload and requirements
    • Determine optimal staffing levels to maximize profitability
    • Describe the impact of one person on cost and revenue
  5. Analyzing Staffing Trade-offs 12 min

    • Calculate the impact of one person on the speed of answer
    • Calculate the impact of one person on staff occupancy
    • Calculate the impact of one person on cost
  6. Assessment 11 min

    In this module, we'll test your knowledge of the key learning points from the course. To score a passing percentage of 80%, you must answer 16 of a possible 20 questions correctly.

2. Scheduling Principles and Problems

Solutions to Scheduling Challenges

Scheduling Principles and Problems

Struggling to arrive at the delicate balance between efficient schedules and staff preferences? Don’t worry - you’re not alone. It’s the age-old problem that workforce planners and call center managers continue to wrestle with week in and week out. And just when you think you’ve got your schedules perfected, something changes. It could be a new skill in your skill-based scheduling, extended hours of operation, or the need to cover emails and web chats in addition to calls.

In this unit we’ll take a close look at scheduling challenges, outline all the necessary definitions and decisions associated with call center scheduling, and discuss scheduling best practices for today’s contact centers. You will learn traditional solutions as well as some innovative ones to help with your scheduling dilemma and match your contact center workforce to your incoming call workload.

Upon completion of this unit, you will be able to:

  • Describe schedule efficiency versus acceptability conflicts.
  • Identify the ten most common scheduling problems call centers face today.
  • Describe options that have worked for other call centers in solving scheduling problems.
  • Examine schedule horizon tradeoffs.
  • Identify long-term scheduling strategies and real-time reactions to meet service goals.
  • Describe the latest WFM software capabilities for solving scheduling problems.
  • 7 modules
  • 88 min

Included modules and learning aims:

  1. Introduction 11 min

    • Describe the scheduling process
    • Define common scheduling terms
    • Outline the content of the course that follows
  2. The Shrinkage Challenge 11 min

    • Describe the various elements of shrinkage
    • Perform a shrinkage calculation
    • Incorporate shrinkage into schedule requirements
  3. Scheduling Perspectives 8 min

    • Describe the perspectives of different stakeholders related to scheduling
    • Describe how to balance the views of the various stakeholders
  4. Scheduling Decisions 8 min

    • Define and consider aspects of various schedule horizons
    • Define different types of schedule coverage objectives
    • Describe rules and constraints to be considered in scheduling
    • Outline the advantages and disadvantages of different scheduling options
  5. Schedule Components 16 min

    • Define shift lengths and their impact on efficiency
    • Discuss day off options in scheduling
    • Discuss start/stop considerations
    • Identify unique challenges for call center scheduling
  6. Scheduling Best Practices 14 min

    • Describe techniques for allocating shifts to agents
    • Describe techniques for managing off-call time effectively
    • List options for finding additional staff when needed
  7. Assessment 12 min

    In this module, we'll test your knowledge of the key learning points from the course. To score a passing percentage of 80%, you must answer 16 of a possible 20 questions correctly.

Mastery Certification: WFM - Scheduling

After finishing all the content of the course, participants are eligible to take the mastery certification exam. A designation of Mastery Certification from The Call Center School validates and recognizes the learning achievements gained through the course.

Participants who successfully pass the mastery certification can download their certificate and share it directly via social media.

20 questions 30 min

Mastery Certification: WFM - Scheduling

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Pricing options for WFM - Scheduling

We offer bulk discounts for orders containing 5 or more seats for a course or bundle. Check our pricing options for WFM - Scheduling below. If you apply for bulk pricing, please contact us to place your order.

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The WFM - Scheduling course is designed by call center experts to provide a practical and engaging learning experience. Start today.