WFM - Scheduling

  • Provides a step-by-step approach to contact 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. You will learn how to calculate staff requirements for different channels, including shrinkage, to ensure the contact center reaches its service level goals. You will also gain knowledge about methods to measure and optimize planning accuracy and ideas how to fairly assign shifts to agents.

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 Staff

The Math of Call Center Staffing

Calculating Staff

Getting the right number of people in place at the right times to handle customer inquiries; it’s every contact center manager’s dream. However, figuring out the right number of staff while meeting service goals and 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 calculate staff requirements for both inbound and outbound queues, as well as written channels like chat, social media, emails and white mail. 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:

  • Choose either Service Level, Average Speed of Answer or Response Time as the right indicator to calculate staff for your workload.
  • Use Erlang calculations to pinpoint staffing needs.
  • Incorporate shrinkage into your calculation.
  • Balance the needs of your three main stakeholders.
  • Optimize staffing needs using economies of scales.
  • 7 modules
  • 110 min

Included modules and learning aims:

  1. Introduction 5 min

    • Learn about the fundamentals of calculating staff requirements
    • Get a brief overview of what to expect in the modules of the course
  2. Metrics to Calculate Staff Requirements 10 min

    • Understand which metrics are important to calculate staff requirements
    • Learn about the differences of random and sequential workload
  3. Calculate Staff Requirements 25 min

    • Learn to calculate staff requirements for inbound and outbound queues, emails and white mail
    • Know what to consider when calculating staff requirements for social media and chat
  4. Incorporate Shrinkage 25 min

    • Understand what shrinkage is and how it impacts staff requirements
    • Forecast shrinkage on an annual, weekly, and daily basis and use shrinkage data to determine future staff requirements
  5. Optimize Staff Requirements 20 min

    • Understand the correlation between staffing and key performance indicators and how to optimize these
    • Learn what aspects need to be considered when determining a service level or ASA value for the contact center
    • Know the economies of scale and how to use it to increase the profitability of a contact center
  6. Calculating Staff at a Glance 10 min

    • Get a detailed step-by-step summary of how to proceed when calculating staff requirements
  7. Quiz 15 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 Shifts

Solutions to Scheduling Challenges

Scheduling Shifts

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. Creating a good shift plan can be tricky and requires a lot of patience, adjustments and optimization. Workload and staff requirements often vary, you have to consider restrictions and agents’ needs.

In this unit we’ll take a close look at scheduling challenges, outline restrictions and introduce different methods to increase planning flexibility. You will learn about different ways to reduce over- and understaffing and how to measure and optimize your plan’s accuracy. You will also become familiar with different methods to assign shifts.

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

  • Define a suitable planning cycle for your contact center.
  • Know what restrictions and recommendations to consider when creating your agents’ shift plans.
  • Know different ways to increase planning flexibility.
  • Choose the right method to reduce over-and understaffing.
  • Estimate whether the use of a workforce management system is helpful for your contact center.
  • Check the accuracy of your shift plan.
  • Assign shifts with fair methods.
  • Make unpopular shifts more attractive.
  • 7 modules
  • 65 min

Included modules and learning aims:

  1. Introduction 5 min

    • Know why shift planning is important
    • Get a brief overview of what to expect in the modules of the course
  2. Defining the Planning Cycle 10 min

    • Explain what a planning cycle is and which advantages and disadvantages short and long planning cycles have
    • Know different shift planning approaches for random and sequential workload
  3. Planning Restrictions 5 min

    • Get an overview of factors that limit the shift planning in the contact center and that have to be considered
    • Learn which findings of work science should be implemented to maintain the health, satisfaction, and performance of employees
  4. Planning Flexibility 10 min

    • Learn about different methods that increase flexibility in shift planning and the advantages and disadvantages of each method
  5. Planning Shifts 10 min

    • Explain the different steps of shift planning
    • Know about methods to reduce over- and understaffing
    • Know when the use of workforce management software pays off
    • Learn how shift plan accuracy can be measured and optimized
  6. Assigning Shifts 15 min

    • Learn what to consider when assigning shifts in general
    • Learn about different methods to assign shifts and the advantages and disadvantages of each method
    • Know how agents can change their shift schedules later and how to make unpopular shifts more attractive
  7. Quiz 10 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 12 of a possible 15 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.