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Program: WFM - Intraday Management

  • Teaches how to continuously meet service goals throughout the day, even when unexpected situations arise
  • Outlines the process of tracking performance within the day and reacting to overstaffing and understaffing situations
  • Share proven practices on attendance and adherence that result in increased availability
  • Excellent for both onboarding and ongoing training
  • Engaging self-paced e-learning
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Program description

In this program, participants will learn how to continue to meet service goals throughout the day, even when unexpected situations arise. Participants will learn how to apply intraday management tactics to cope with unforeseen events such as agents calling in sick, sudden technical problems, or unexpectedly high call volumes. Participants will gain the skillset to quickly control such situations.

Who should take this?

  • New hires for the workforce management department
  • Workforce managers that want to improve their intraday management skills

Format

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
  • Program contains 2 h 28 min of content
  • The program will remain available for the entire 6 months, even after completion

The following courses are included

1. Managing Daily Service Levels

An Intra Day Guide to Managing Staff and Service

Managing Daily Service Levels

This interactive e-learning course outlines the process of tracking service on an intra-day basis in the call center, defines a wide range of staffing and technology reaction strategies, and outlines practical strategies for managing the schedule exception process. The course describes the essentials of managing staffing levels to maximize service while minimizing cost and staffing disruptions.

Everything is in place. You’ve forecasted workload according to best practices and created a staffing plan and set of schedules to efficiently match the workforce to the workload. But you know what they say about the best-laid plans. It’s critical to track how well the plan is working every single half-hour of every single day to ensure service goals are being met and employees are being utilized effectively.

This course will outline the process of tracking performance within the day and provide overstaffing and understaffing reaction strategies should the plan go awry.

Students will learn to:

  • Identify the components and the process used to track daily performance.
  • Outline the steps of developing a communications plan should changes in staffing be required.
  • Identify reaction strategies from both a staffing and technology perspective.
  • Outline the many types of intra-day activities that affect staff availability and how to track them.
  • Identify the most critical measures of intra-day performance and when to use each one.
  • 7 modules
  • 67 min

Included modules and learning aims:

  1. Introduction 10 min

    • Outline the objectives managing intra-day performance
    • Define the components to measure and track within the day
    • Identify some of the important aspects of intra-day performance management
    • Outline the content of the course that follows
  2. Tracking Intraday Service 11 min

    • Describe the intraday tracking process used by most call centers
    • Define scenarios that can impact handle time
    • Define scenarios that can impact call volume
    • Define scenarios that can impact staffing levels
  3. Intraday Communication 10 min

    • Define the three components of the communications stage
    • Describe points to consider when communicating with agents
    • Identify the main concerns of senior management and how to respond to them
  4. Understaffing Reaction Strategies 12 min

    • Outline the steps to assess an understaffing problem
    • Describe options for making workforce changes to address the problem
    • Outline technology strategies to react to understaffing
  5. Overstaffing Reaction Strategies 06 min

    • Outline potential causes for reduced workload and overstaffing
    • Define ways to make use of spare staffing capacity
    • Discuss options for offering time off to employees
  6. Managing Schedule Exceptions 09 min

    • Outline the basic types of schedule exceptions
    • Describe the potential impact of poor exception management
    • Discuss suggested approaches for managing schedule exceptions
  7. Course Assessment 09 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. Attendance and Adherence

Keeping Bodies in Seats

Attendance and Adherence

This interactive e-learning course is designed to help call centers manage attendance and schedule adherence. It teaches how to define and quantify schedule adherence, communicate the power of one to all call center staff, and how to shape desired attendance and adherence behaviors through proper education and reinforcement.

One of the toughest jobs related to workforce management may not be the intricate calculations of forecasting nor the numerous iterations of coming up with the best schedule mix. The hardest part may come after the schedules are in place - simply ensuring there are frontline staff available when and where you need them to be.

Some call centers are much more successful than others at this attendance and adherence dilemma. So how do you get staff to show up for work on Mondays and stick to their planned break times? This course will share proven practices on attendance and adherence that have resulted in increased availability.

Students will learn to:

  • Quantify the cost and service implications of missing staff.
  • Identify ways to communicate and educate staff on the “power of one” in call center staffing.
  • Describe options for setting adherence performance goals and selling them to the staff.
  • Identify reward and consequence programs that support adherence goals.
  • 7 modules
  • 61 min

Included modules and learning aims:

  1. Introduction 10 min

    • Outline the objectives managing intra-day performance
    • Define the components to measure and track within the day
    • Identify some of the important aspects of intra-day performance management
    • Outline the content of the course that follows
  2. Tracking Intraday Service 11 min

    • Describe the intraday tracking process used by most call centers
    • Define scenarios that can impact handle time
    • Define scenarios that can impact call volume
    • Define scenarios that can impact staffing levels
  3. Intraday Communication 10 min

    • Define the three components of the communications stage
    • Describe points to consider when communicating with agents
    • Identify the main concerns of senior management and how to respond to them
  4. Understaffing Reaction Strategies 12 min

    • Outline the steps to assess an understaffing problem
    • Describe options for making workforce changes to address the problem
    • Outline technology strategies to react to understaffing
  5. Overstaffing Reaction Strategies 06 min

    • Outline potential causes for reduced workload and overstaffing
    • Define ways to make use of spare staffing capacity
    • Discuss options for offering time off to employees
  6. Managing Schedule Exceptions 09 min

    • Outline the basic types of schedule exceptions
    • Describe the potential impact of poor exception management
    • Discuss suggested approaches for managing schedule exceptions
  7. Course Assessment 09 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 - Intraday Management

After finishing the courses of the program, 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 program.

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

10 questions 20 min

Mastery Certification: WFM - Intraday Management

The program is designed by call center experts to provide a practical and engaging learning experience. Start today.