Call Centre Workforce Management Training
To "wing it" implies nothing; except that there is a lot of useless data lying around.
The call centre workforce management (WFM) team of an organisation is central to efficient administration, ensuring service level standards are met and productivity is maximised.
- Effective call centre WFM demands consistent knowledge of what should be done.
- Efficient call centre WFM entails knowing when and how something should be done.
- Intelligent call centre WFM requires knowledge of where and why something should be done.
In reality South African call centres often struggle with one (or all) of the following problems:
- All call centres are heavily reliant on statistics, data and the Principles of Probability to achieve their purpose.
- Staff numeracy skill levels don’t always meet the challenges of daily call centre operations.
- Constant yet unpredictable change in the call centre environment demands strong decision making skills based on correct, clear and concise data.
Siyandza Workforce Management Training Course
The Workforce Management Training Course is designed to cover the essentials required to effectively plan within a call centre: utilising historical data, forecasting, calculating workload, determining staffing needs, and creating schedules. The aim of the course is to optimise the efficiency of your call centre workforce management.
As with the other corporate training courses available from Siyandza, the Workforce Management Training course is customised around your company needs and culture. By integrating your environment into our training strategy we are able to align the theory to the practical, ensuring better understanding and end delivery by the learner.
