Call Center Workforce Management Strategy.
Enabling Contact Centres to deliver a positive customer experience.

20-24 April 2020 Arusha - Tanzania

Register Now! Limited Seats Available!

Tsh 400,000 for Local Delegates
USD $550.00 International Delegates


Workforce Management is the process of utilizing accurate staffing figures every hour to maximize service and minimize cost. It is one of the most important planning and management functions of a Call Centre Manager or a Supervisor. During this training course, attendees will learn step-by-step process of effectively forecasting and calculating staff requirements, creating staff schedules, and tracking daily service and performance. You will also learn about the impact that each and every person can make in terms of achieving service goals for the day.

This is an unparalleled opportunity to learn an integrated approach to call centre workforce planning based on the realities that managers and analysts face every day. This workshop not only teaches proven techniques to improve forecasting and scheduling, but allows you to practice those techniques with input from expert instructors. You and your colleagues will work through realistic exercises to solve common forecasting, staffing, and scheduling challenges. You will leave with a laptop full of true-to-life examples and reference for many years to come.

What You Will Learn

  • The fundamentals of workforce management
  • How to use the workforce management development cycle
  • How to understand and use basic statistics
  • How to perform the key functions of the workforce management process:
    • Proper data administration
    • Accurate forecasting
    • Long-term staff planning
    • Short-term planning and scheduling
    • Proactive planning
    • Reporting and data visualization

Targeted Audience

  • Call Centre Staff
  • Call Centre Manager
  • Call Centre Team Leaders and Supervisors
  • Workforce management personnel
  • Customer Service Representatives
  • Sales Order/ Desk Representatives
  • Credit and Collection Representatives
  • Front-line Staff and Receptionists
  • Online Sales or Service Representatives

Course Outline


  • What is workforce management (WFM)?
  • Impact of poor WFM
  • Contact centre cost components
  • What makes call centre staffing unique
  • Making the most of staffing resources
  • Basic steps of workforce management


  • The data collection process
    • Data validation
    • Dealing with aberrations
  • Sources of call data
  • Business drivers and factors
  • Simple, moving, and weighted averages
  • Time series analysis
  • Calculating trend
  • Identifying seasonal patterns
  • Calculating day-of-week factors
  • Identifying time-of-day patterns
  • The impact of special events
  • Shortcut forecasting approaches
  • Calculation and formula review


  • Defining service goals: Service level, ASA
  • Calculating average handle time
  • The relationship between workload and staff
  • Calculating staff workload
  • Techniques for determining staff requirements
  • Understanding the Erlang models
  • Case problem: Step-by-step staffing design


  • Factors that influence staffing numbers
  • Service versus staff relationship
  • Economies of scale
  • Agent occupancy
  • Consolidation case problem
  • Calculating staff for outbound calling
  • Calculating staff for email demands


  • Balancing contact centre and agent needs
  • Basic scheduling principles
  • Calculating schedule requirements
  • The impact of workforce shrinkage
  • Coverage objectives
  • Components of scheduling
    • Shift span
    • Days on/off
    • Start/stop options
  • Schedule creation case problem
  • Implementation challenges and tips


  • Tracking schedule adherence
  • Monitoring intra-day variations
  • Tracking and reporting service
  • Daily reaction strategies
    • Staffing plans
    • Call flow strategies

Whilst BMK Training has core courses which we offer on an international basis to both companies and individuals, we also recognise that from time to time, your company may have specific training requirements that cannot be satisfied in a public training environment.

We can bring our Training/workshops directly to your workplace or we will customize training to meet your specific needs ensuring effectiveness in achieving real performance improvement.
If you have 8 or more delegates then, in house training can be of a greater advantage for your organization.

Advantages of in-house training include:

  • Cost savings up to 50% of the training expenses with more effective group training.
  • Training is confidential, allowing teams to discuss and work on real issues as trainers will usually sign confidentiality agreements.
  • In-house training encourages team building and better understanding of one another
  • Training is fully-customized for any team, department, or organization

For Registration and other Training arrangements
contact us on the detail below
SA Tel: +27 11 057 6001    /   TZ Cell: +255 688 032 910
WhatsApp +27 79 574 0389 /  Fax: +27 862 637 253