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Program: WFM - Scheduling

  • Provides a step-by-step approach to call center staffing
  • How to apply the Erlang C formula
  • Teaches how to balance between efficient schedules and staff preferences
  • Excellent for both onboarding and ongoing training
  • Engaging self-paced e-learning
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Program description

This program provides the necessary specialized knowledge on how to calculate staff requirements, including shrinkage, and how to analyze cost/service tradeoffs. Participants will also learn how to create custom work schedules based on previously calculated staffing requirements, to ensure the contact center reaches its service level goals.

Who should take this?

  • New hires for the workforce management department
  • Workforce managers that want to deepen their scheduling knowledge and improve their scheduling 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 3 h 8 min of content
  • The program will remain available for the entire 6 months, even after completion

The following courses are included

1. Calculating Call Center Staff

The Math of Call Center Staffing Tradeoffs

Calculating Call Center Staff

This interactive e-learning course describes the process for defining service goals in the call center, calculating call center staff requirements, and analyzing staffing/cost/service tradeoffs. It teaches how 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 course outlines the step-by-step approach to call center staffing. Students will learn about setting service goals and how to use Erlang techniques to determine the right number of bodies in chairs. It will also be discussed 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.

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.
  • 6 modules
  • 70 min

Included modules and learning aims:

  1. Introduction 10 min

    • Describe the basic steps of the staffing process
    • Calculate basic call ceter 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. Course 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

This interactive e-learning course provides a comprehensive look at scheduling calculations and challenges, outlines all the necessary definitions and decisions associated with call center scheduling, and discusses scheduling best practices in today’s call center. The course teaches effective scheduling techniques to match up the call center workforce to the incoming call workload.

Have you managed 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 struggle with week in and week out. And just when you’ve got it figured out, throw in skill-based scheduling, extended hours of operation, or the need to cover emails and web chats in addition to calls.

This e-learning outlines the most common scheduling problems call centers face and will provide some traditional solutions as well as some creative new ones to help with your scheduling dilemma.

Students will learn 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 10 min

    • Describe the basic steps of the staffing process
    • Calculate basic call ceter 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. Course 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.

Mastery Certification: WFM - Scheduling

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.

20 questions 30 min

Mastery Certification: WFM - Scheduling

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