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Calculating Call Centre Staff

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$375 October 4, 2016 @ 1:00 pm - 2:30 pm

Calculating Call Centre Staff: The Math of Call Centre Staffing Tradeoffs

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 session outlines the step-by-step approach to call center staffing. Attendees will learn about setting service goals and how to use Erlang techniques to determine the right number of bodies in chairs.The session 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. All attendees will receive free QuikStaff planning software.

Seminar attendees will learn to:

  • Identify factors in setting service level goals and what factors contribute to speed of answer expectations.
  • 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.

Facilitated by: Giles Potter, Director, Great Outcomes

Giles is a speaker, author and experienced Consultant, who has been leading service industry change and development for over 13 years, after holding senior roles in the financial services industry.  As a Management Consultant, Giles has worked with executive leaders in many of New Zealand’s government agencies and global corporations.

Web Seminar Cost : $375.00 + GST (first connection)

The cost of your first connection is $375. An unlimited number of students may attend via a single web/audio connection. You can get a discounted price of 25% off for all connections purchased when you buy more than one (discounted to $281.25 each)

Seminar Access

Access to web seminars in the Masters Series is provided via an Internet connection and a separate audio (telephone) connection. Two days prior to each seminar, you will receive email access instructions for the web portion and the telephone number to call.


Attend the five core sessions in the Workforce Management Track and take the Mastery Exam to earn certification. Students achieving 80% or higher score on the exam will receive certification from The Call Centre School. The certification processing fee per student is $35 for web seminar attendees; there is no certification charge for classroom participants.

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