Gain an understanding of customer service staffing needs and calculations so your organization can increase service while decreasing cost.
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 topic outlines the step-by-step approach to call center staffing. You will learn about setting service goals and how to use Erlang techniques to determine the right number of bodies in chairs. The topic will also discuss 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.
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Why Lorman?
Over 32 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.
Agenda
Factors in Setting Service Goals
Factors That Contribute to the Speed of Answer Expectations
How to Use Erlang Calculations in Determining Staffing Needs
Service vs. Cost Tradeoffs
Improving Service Without Increasing Staff
The Most Common Mistake Call Centers Make in Determining Staff Numbers
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Why Lorman?
Over 32 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.
Credits
OnDemand Webinar
This course was last revised on December 8, 2016.
Call 1-866-352-9540 for further credit information.
Audio & Reference Manual
No credit available.
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Why Lorman?
Over 32 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.
Faculty
Penny Reynolds
The Call Center School, A Division of Injixo, Inc
- Co-founded The Call Center School where she headed up curriculum development and was responsible for the creation and delivery of more than fifty different educational programs in all aspects of call center operations and performance
- Has spent more than thirty years in the call center and telecommunications industry, and is known as an industry expert on topics such as workforce management, application of call center technologies, call center operations and performance management
- A widely sought out speaker at industry conferences and association meetings; regularly delivers conference keynotes and also delivers in-depth conference workshops on a variety of topics related to call center performance optimization
- Writes frequently for industry publications and serves on the Editorial Board of several call center journals and publications
- Wrote several call center management books, including Workforce Management Essentials: Principles and Programs for Call Center Staffing, Call Center Supervision: The Practical Guide to Managing Frontline Staff, Call Center Staffing: The Complete Guide to Workforce Management, Power Phrasing, and The Power of One; she has also co-wrote several other books with Maggie Klenke, including Business School Essentials for Call Center Leaders, Strategies for Managing Call Center Personnel, and Call Center Operations Management
- Graduate, with honors, Vanderbilt University where she was one of the initial recipients of the prestigious Call Center Pioneer Award
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Why Lorman?
Over 32 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.
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