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.

This program provides the necessary specialized knowledge on how to calculate staff requirements, including shrinkage, and how... Read more

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Certification 2 courses 3 h 8 min

1. Calculating Call Center Staff

The Math of Call Center Staffing Tradeoffs

Calculating Call Center Staff The Math of Call Center Staffing Tradeoffs 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.
1. Calculating Call Center Staff
  • 6 modules
  • 70 min

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