Recorded Webinar: The Power of One in Call Centre Staffing



The Webinar Contents

Can a single agent make the difference between achieving your service level goals and missing them?

You bet!

Workforce management is all about getting exactly the right number of people in place at the right times to respond to customer contacts. Getting this wrong, even by just one agent, can make all the difference between success and failure.

We take a look at the  critical components of getting to the optimal headcount in your centre.  You’ll learn about the fundamental calculations associated with call centre staffing, including how to quantify the impact of improper staffing numbers on service delivery, staff occupancy, and bottom-line cost.  Hear about clever ways call centres around the globe are communicating “power of one” concepts to their staff to ensure everyone understands the importance of schedule adherence.

Topics Discussed:

  • Translate call workload into “bodies in chairs” numbers
  • Describe the impact on service of overstaffing or understaffing
  • Calculate staff occupancy rates and how to maximise productivity without burnout
  • Consider the many hidden costs of understaffing
  • Outline what WFM capabilities are needed to manage “the power of one” effectively

This webinar is provided by Call Centre Helper and is sponsored by InVision Software.

Original Webinar date: September 2011

Recommended Articles

The Power of One
Call Centre Power Words for Customer Service
The Best Power Words to Use in Customer Service
The optimal number of employees concept.
The Magic Number, Getting Call Centre Staffing Right
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