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Why You MUST Attend:
Does your center’s staffing
efforts include variability? Learn why variability is the most important
driver of cost and customer service and why it is the critical element
to cost reductions while improving the customer experience
Objective:
This three-day course will introduce you to next-generation strategies
and tactics for call center staffing that maximize performance and
productivity while reducing total cost. While good staffing decisions
are essential to a high performance and high productivity call center,
these decisions are heavily influenced by the underlying design of the
center itself. This class will look at how successful staffing follows
from design, and will walk through the entire decision cycle from
forecasting, to capacity planning, scheduling and tactical workforce
management.
Who Should Attend:
This class is for
individuals involved in and responsible for managing, forecasting,
planning, staffing or scheduling the work force requirements of a 21st
century call center.
Who will teach the course:
Ron Parker has been with Abbott Associate since 1987
and will be your instructor. Ron is an expert in factoring operations analysis
and process design. With this background Ron is uniquely qualified to
teach the next generation workforce tools required in a sigma call
center.
You will take home:
Topics
Variability's Impact on Staffing
Variability and risk are
the two fundamental drivers that complicate staffing, and good tactical
management relies heavily on the redeployment of resources as conditions
change. You will see how a good call center design provides management
with tools to manage variability, risk and change, and how to create
"leverage" - the power of a small change in staff positioning to make a
big impact on call center performance.
Anticipating Future Call Center Workloads
Through a combination of
forecasting and modeling techniques you will see how to estimate your
center's changing workloads. By incorporating the driving factors unique
to your center, you will be able to increase the accuracy and usefulness
of your call volume forecasts. You will learn the criteria for choosing
a proper forecasting interval, how to incorporate process knowledge,
when to use advanced mathematical techniques, and how to "reality check"
your forecasts.
Capacity Planning: How To Turn Workload Estimates into WorkForce
Estimates
You will learn about the
Utilization Factor. Going beyond Erlang, you will learn how to use the
advanced mathematical relationship between the caller experience, call
center design, call center variability and agent utilization. Successful
Call Center staffing invoices getting the right number of people at the
right time, at the right place, doing the right thing. Learn to organize
your call center to take advantage of "Notch" outsourcing. Learn how to
incorporate superior interval estimates that incorporate variability.
Structuring The Workforce
You will learn how to build
on proven principles of organization to structure your workforce for
accountability, communications control, and adaptability without
incorporating unnecessary layers of management. Based on a lean approach
to division of labor, you will see how to incorporate supervision and
support staffing into the workforce without introducing excessive
overhead.
Scheduling Strategies
Learn when and where three
and four day work week schedules are practical. We will discuss the
advantage and disadvantages of shift rotations. How to schedule for
24x7, weekend only, and nights only coverage patterns. How to overlay
schedules. How to systematically use lead and lag and how to incorporate
peak load scheduling. How to keep scheduling simple and accountable for
maximum compliance, and simultaneously provide flexibility that takes
into account the needs and constraints of your potential workforce.
Learn how scheduling strategies impact the organizations ability to
recruit and retain agents.
Hour by Hour Tactical Management
You will learn how to
balance the practical issues of breaks, vacations, and unexpected
absences with the need to provide continuous call coverage and changing
work loads. Find out how to incorporate sustainment training, one-on-one
mentoring and quality assurance. Learn how to expend your call center's
service offerings while maintaining the continuity of existing
operations.
Call Routing Interactions
Learn how advanced routing
protocols such as fail-over and skill based routing can make or break
your call center staffing methodology. See how to keep routing and other
call center "front end" automation from turning into an uncontrollable
adversary. Keep automation working as a tool to minimize variability and
mitigate risk.
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