One of the biggest expenses for most businesses is labour. And when it comes to the call centre in particular, labour costs are typically the largest percentage of your costs. Whilst there is (and will increasingly be) software and systems that can automate some customer enquiries, the majority of call centre and retail work is resource-intensive and that comes with a high price tag.
Aligning your most valuable resources (employees) with customer demand provides a host of benefits. The most obvious is cost (you need less labour to achieve the same if not better result) but there are also positive benefits to Employee Engagement and Customer Experience. They, in turn, reduce costs by lower turnover, higher customer retention etc.
By understanding and applying WFM principles you’ll improve the outcomes for your customers, your business and your employees.
The August 2022 WFM for Practitioners training course teaches the essentials of workforce management for those working directly in around workforce management in a contact centre or retail environment.
Across six modules (refer below), you’ll learn how to forecast, schedule and manage staff as well as contingency planning and communication skills.
And this course isn’t just a bunch of theory – you get the benefit of decades of experience running WFM teams packed into three days of high-powered learning.
The August 2022 WFM for Practitioners training course is specifically designed for the call centre/contact centre and retail environment.
Typical roles include:
The August 2022 WFM for Practitioners training course has been designed specifically for employees wanting to learn the essentials of Workforce Management in a contact centre or retail environment.
The course includes six modules listed below delivered over 3 days (online) facilitated by the Workforce Optimisation experts in Australia, CallDesign.
The course begins with an overview of the what and why of WFM. Workforce management is vital for getting the right staff in the right place at the right time, with the best possible tools in hand.
But the myriad of factors included within the broader WFM spectrum can be a puzzle to work out alone, especially in fast-paced operational environments.
We dive into the various components of WFM, and cover some of the common workforce planning tasks and team structures. In short, this module sets the scene for the entire three-day course.
We will cover:
Solid forecasting and planning underpin all best-in-class efforts to ensure staff can cope with demand and a business does not creak at its seams.
Forecasting has numerous practical applications. It’ll help you compare historical patterns with “what-if” scenarios to estimate shrinkage, plan budgets and predict the number of contacts.
Accurate forecasting will also help paint a complete picture of upcoming staffing requirements.
We explore the formulas and techniques used to analyse contact arrival patterns in order to calculate workload and plan for the future.
We will cover:
Forecasting is important, but without a schedule to implement these insights, businesses are still just hoping for the best. With thousands, if not millions of dollars on the line, getting your schedules right can make the difference between success and failure.
Effective scheduling helps ensure the right people are in the right place at the right time and can help reduce stress for the staff themselves.
This module looks at the various scheduling components and flexibility options that are often provided to staff working in contact centres, branches or retail environments.
We will cover:
After you’ve created schedules (i.e rosters), ideally you want to ensure staff adhere to them. Even in a small business environment with just a handful of staff, a lack of performance oversight could mean you’re missing service level targets when you don’t need to.
By monitoring performance, however, you can help you find the staff who are out of adherence or underperforming and address these issues with targeted change.
In this module, we explore the processes required to manage and monitor your staff’s performance throughout the day.
We will cover:
You have the plan. Now it’s time to monitor the day and take action if necessary. Real-time management helps to preserve and improve your service quality and customer experience at the intra-day level.
When things don’t go to plan, which levers should you pull to achieve your required outcome?
A clearly defined real-time management plan will help you determine the best actions to take when things don’t turn out the way you expect.
We explore rules and conditions that can be used to manage the changes and impacts on demand and staff at an intra-day level.
We will cover:
Do you think you’re an effective communicator? You may need to think again. According to a Wrike work management survey, 46 per cent of employees leave meetings not knowing what to do next.
Additionally, CareerBuilder found that a quarter of workers find emails are a time waster, and a similar number felt the same about meetings. Basically, you may think you’re communicating effectively, but your staff might not agree.
So this August 2022 WFM for Practitioners course concludes with a module on better communication with a focus on how to effectively communicate with peers and manage conflict.
We will cover:
This August 2022 WFM for Practitioners course has been specifically designed to be delivered online (using Zoom, Microsoft teams etc) over three days. There are plenty of breaks scheduled to enable you to stay focused and attend to any urgent matters.
The course is available for public or private delivery with the differences explained below.
The August 2022 WFM for Practitioners training course is delivered online and facilitated by the team at CallDesign. The training date and times are as follows:
Dates don’t suit?
For over 20 years Call Design has been providing Workforce Optimisation solutions for businesses as well as consulting, training, and a range of other services to improve the efficiencies of contact centres and back-office operations.
Their consultants are experts on WFM best practices. They’ve been leaders in the Australian contact centre, retail and back-office industries since 1999 with a reputation for delivering high-quality solutions so we are thrilled to partner with them to deliver WFM courses.
Call Design is an Accredited Trainer Provider with the Australian Customer Experience Professionals Association (ACXPA) so you can be assured the training is of an exceptional standard and the content is tailored for Australian employees.
CX Skills is a specialist training business that only delivers contact centre, customer experience, customer service and leadership related courses facilitated exclusively by industry professionals. We're one of the founding members of the Australian Customer Experience Professionals Association (ACXPA) and we are committed to helping Australia to be recognised as global leaders in Customer Experience.
We’ve trained thousands of staff across a diverse range of businesses and we’re proud of the amazing customer testimonials we’ve received directly and on Google reviews so you can rest assured your training is in good hands.
The three day August 2022 WFM for Practitioners training course facilitated live by CallDesign is $2,797.00 AUD ex GST per employee. Tickets can be purchased instantly with a credit card or you can request an invoice at checkout.
The price includes: