Workforce Management – Fundamentals

Workforce Management – Fundamentals is a fun and intensive 2 day interactive course that covers the essentials of workforce management, needed to accurately match contact demand with agent numbers. Whether you are forecasting and scheduling manually, with spreadsheets or using sophisticated workforce management software tools, this course will help you understand the theory of workforce management better and give you practical knowledge that you can apply to your contact centre to get resource planning right for your organisation.

The blended learning format of the course combines taught topics with single/group working and discussion. You will have ample opportunity to apply the forecasting and scheduling principles learned, using your knowledge to plan resources in several contact centre scenarios. During the discussion sessions you will also have the opportunity to ask questions on specific issues and learn from the experiences of others about their current practices.

Who should attend?

The course will be of benefit to those charged with determining how many agents are required to take calls and managing resources into position to do this. Typically this includes contact centre resource planning managers and roles such as schedulers, intraday managers and forecasters. Individuals within smaller contact centres, where roles are combined, will also find the course of significant use as will those within Finance and Operations who want to better understand how planning and management for this significant operating cost is carried out.


The cost per delegate for the 2 day course is £750 (ex VAT)

Course Outline

Day 1
Why workforce management is so important

  • What is workforce management?
  • The effects of overstaffing and understaffing.
  • What makes the contact centre staffing problem so special, and difficult.
  • What workforce management will mean for different people within your organisation.
  • The tried and tested 4 step workforce management process.

Data gathering and analysis

  • What data you need.
  • Where you can get this data from.
  • How you can make sure that this information is accurate, and adjust it if necessary.

Forecasting- predicting your future call workload

  • What is forecasting.
  • The four approaches.
  • How to complete a simple, but accurate, forecast for days and intervals that takes into account both trend rates and seasonal factors.
  • Accounting for special events such as marketing campaigns.
  • Shortcuts and when to use them.

Working out how many staff you will need

  • Understanding ‘service level’ and ‘speed of answer’.
  • What is ‘productivity’ and how to calculate it.
  • The factors that affect how many staff you will need.
  • Understanding the cost – service compromise.
  • How to work out how many staff you will need using Erlang.
  • Understanding the relationship between contact centre / skill group size and efficiency.
Day 2
Creating schedules and rotas that meet the needs of your organisation and staff

  • What are schedules and rotas.
  • How to turn your staffing requirement into a schedule or rota.
  • Popular fixed and flexible schedule schemes, their benefits and drawbacks.

Successfully managing daily performance

  • Why intraday management is so important.
  • How you can tell if things are going wrong.
  • Reaction strategy – what to do if things do start to go wrong.

Successfully managing attendance and adherence

  • The importance of managing attendance and adherence to schedules – the service and cost implications of missing staff.
  • How to measure attendance and adherence.
  • The reasons behind attendance and adherence problems.
  • How to manage attendance and adherence – communicating the importance of adherence to everyone in your organisation, incentive programmes and how to manage individuals.

Managing more than just inbound calls

  • Background – how call centres are now be asked dealing with more media types such as white mail, email, web chats and outbound calls.
  • The advantages and disadvantages of ‘blending’ work.
  • Approaches to ‘blending’ work.
  • Using workforce management fundamentals to manage other media types.

Workforce management systems

  • The limitations of a manual workforce management process.
  • When you should start thinking about making the move over to using a system.
  • The ‘basic’ and ‘advanced’ features of workforce management systems.

Course materials include a comprehensive printed study guide and a software Erlang staffing and trunk calculator. Morning and afternoon refreshments and lunch are also included for both days of the course.

Public course venue and accommodation

Courses are held at our offices in Birmingham which is easily accessed by both road and rail. If you wish to stay overnight, Aston Business School Hotel is just a 2 minute walk away and offers good accommodation at reasonable rates.

Private courses

If you want to arrange a private course, that only delegates from your organisation may attend, either at our offices or at your own location please contact us for a list of the available dates.

Tailor made content for private courses

If our course doesn’t match your requirements, just let us know and we can adapt this to meet your needs exactly.

Need more information?

For more information about public and private courses, content and locations please contact Sarah Roberts, email sarah.roberts@qpc.com or call her on 01352 705863.

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    pdf Download WFM Fundamentals Brochure


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