CX Skills training partner · Workforce optimisation

Call Design

The workforce optimisation specialists behind our WFM courses, helping contact centres forecast, schedule and manage the day for more than 20 years.

An ACXPA Accredited Trainer Provider, Call Design teaches vendor-agnostic methods that work with any WFM system, or none.

See upcoming WFM coursesTalk to us about a private course
4.9/5 from 374 verified reviewsGoogle5.0 from 39 reviews
  • WFM specialists since 1999
  • ACXPA Accredited Trainer Provider
  • Vendor-agnostic methods
  • Live online or onsite

Call Design courses

What do you want your WFM team to get better at?

Three courses covering the workforce management lifecycle, for planners, analysts and leaders.

3 courses

Workforce management

From the plan behind the day to managing the day itself.

WFM Essentials Three days on the full WFM lifecycle: forecasting, scheduling and real-time.PublicPrivateLive onlineReal-Time WFM One day on managing the day, for real-time analysts.PublicPrivateLive onlineWFM for Team Leaders One day on the WFM basics Team Leaders use every day.Private onlyLive onlineOnsite

Not sure which course fits? Ask for a recommendation

Upcoming live public courses

Book tickets on a Call Design course

Live online via Zoom, 9am to 5pm Melbourne time. Pay by card or request an invoice at checkout.

Each public course needs a minimum number of participants to run. If a date can’t go ahead, we’ll let you know as early as possible and you can move to another date or get a full refund.

  • Led by Call DesignWFM specialists since 1999
  • Workbook includedPlus a certificate of completion
  • 15% off 3 or moreBooked in one transaction
  • 25% off for membersACXPA member pricing
  • 21Oct2026Real-Time WFM for Contact Centre AnalystsWed 21 Oct · 9:00am–5:00pm AEDT · 1 day · Online via ZoomThe October 2026 Real-Time WFM course: one full day of live online training with Call Design for real-time analysts, covering intraday tracking, variance analysis and when to intervene.$697ex GSTView course
  • 17Nov2026WFM EssentialsTue 17, Wed 18 and Thu 19 Nov · 9:00am–5:00pm AEDT · 3 days · Online via ZoomThe November 2026 WFM Essentials course: three full days of live online workforce management training with Call Design, covering forecasting, scheduling, performance and real-time management.$2,797ex GSTView course
  • 8Dec2026WFM EssentialsTue 8, Wed 9 and Thu 10 Dec · 9:00am–5:00pm AEDT · 3 days · Online via ZoomThe December 2026 WFM Essentials course: three full days of live online workforce management training with Call Design, covering forecasting, scheduling, performance and real-time management.$2,797ex GSTView course
  • 16Dec2026Real-Time WFM for Contact Centre AnalystsWed 16 Dec · 9:00am–5:00pm AEDT · 1 day · Online via ZoomThe December 2026 Real-Time WFM course: one full day of live online training with Call Design for real-time analysts, covering intraday tracking, variance analysis and when to intervene.$697ex GSTView course
  • 16Feb2027WFM EssentialsTue 16, Wed 17 and Thu 18 Feb · 9:00am–5:00pm AEDT · 3 days · Online via ZoomThe February 2027 WFM Essentials course: three full days of live online workforce management training with Call Design, covering forecasting, scheduling, performance and real-time management.$2,797ex GSTView course
  • 24Feb2027Real-Time WFM for Contact Centre AnalystsWed 24 Feb · 9:00am–5:00pm AEDT · 1 day · Online via ZoomThe February 2027 Real-Time WFM course: one full day of live online training with Call Design for real-time analysts, covering intraday tracking, variance analysis and when to intervene.$697ex GSTView course
Times shown in Melbourne time (AEST/AEDT).

ACXPA membership

Want premium WFM tools you can use all year round?

ACXPA membership is a practitioner-built, vendor-neutral toolkit for anyone who plans or manages a contact centre workforce, and you don’t need to book a course to use it.

Each person on your membership gets their own login to planning tools, calculators, templates and training, plus live access to experienced practitioners every fortnight.

  • 50+hours of live expert access a year
  • 65+tools, templates and resources
  • 18calculators
  • 25%off CX Skills live public courses
Open Mic

Live expert access, every fortnight

Our Open Mic is a relaxed, off-the-record Zoom every second Tuesday with ACXPA’s founder and CEO.

No agenda, no slides: bring a question, share what you’re working through, or just listen.

Find out more
Live · every month

Call Centre and CX Roundtables

Monthly live panels with contact centre and CX leaders on the problems customer-facing teams face every day.

Every session is kept in a searchable library, with an AI assistant that answers your questions.

Call Centre Roundtables CX Roundtables
Any time

Eight specialist hubs

Customer service, CX, complaints handling, coaching, training and onboarding, call centres, WFM and benchmarking.

Each hub has its own tools, templates and training, ready when you need them.

Find out more

The ACXPA WFM Hub

Nine purpose-built workforce planning tools for members, plus free calculators anyone can try, that put WFM maths to work in your own centre.

  • Erlang C CalculatorEnter call volume, handle time and your service level target for a quick estimate of the agents you need.
  • Workload & Capacity PlannerConvert volume and AHT into minimum FTE once you factor in shrinkage, occupancy and concurrency.
  • Staffing Levels SimulatorErlang-powered: find the agent count needed to hit your target service level.
  • Service Level SimulatorEnter your team size and see the service level your current staffing can realistically achieve.
  • Interval PlannerStress-test your operation by modelling volume, AHT and staffing scenarios across intervals.
  • Shrinkage CalculatorTurn leave, meetings and training hours into an accurate shrinkage % for smarter planning.
  • Outlier Detection WizardPinpoint top and bottom performers across multiple metrics to focus your coaching effort.
  • Cost of Wasted Call Time CalculatorPut a fully-loaded dollar cost on avoidable handling time and the FTE capacity it drains.
  • Employee Cost CalculatorSee the true, fully-loaded cost of an employee (wage, super, on-costs, overhead and shrinkage) per year, per hour and per minute.
  • Employee Replacement CalculatorQuantify the true cost of turnover, from exit interview through to full productivity.
  • Employee Turnover CalculatorMeasure attrition and retention against contact centre benchmarks.
Explore the WFM Hub

Plus more member tools for planners and managers

Call centre rankings reports

Monthly, quarterly and sector reports from the Australian Call Centre Rankings, tracking 48+ metrics.

Agent Performance Matrix

Plots every agent on quality versus productivity, so coaching and scheduling decisions start from the same picture.

QA tools

QA Sample Size and Advanced QA calculators, plus the QA Sampling Benchmark to compare your sampling by sector and size.

Business Membership starts at $497 ex GST a year for a team of five, under $100 per person.

Every member gets 25% off CX Skills live public courses: one planner on WFM Essentials ($2,797) saves $699, more than the membership costs.

See Business Membership optionsExplore ACXPA resources

About Call Design

Who you’ll be learning from

Our workforce management programs are delivered in collaboration with Call Design, a specialist workforce optimisation consultancy with more than 20 years’ experience strengthening forecasting, scheduling and real-time management capability.

Since 1999, Call Design has partnered with many of Australia’s largest contact centre, retail and back-office operations to embed WFM best practice, blending global frameworks with practical, vendor-agnostic approaches that work in any environment. As an ACXPA Accredited Trainer Provider, Call Design ensures every WFM course is industry-recognised, practical and directly relevant to your operation.

Browse all WFM courses
Call Design, ACXPA Official Partner

Want Call Design to train your team?

Book tickets on a public course, or talk to us about a private course, online or onsite.

See upcoming datesTalk to us about your team