Back Office Workforce Optimisation training course for Australia & Asia Pacific

Workforce Optimisation Back Office Training Course

$3,497 AUD per employee

Learn how to drive efficiencies in your back office operations

New course for 2022!

The back office is typically defined as the portion of a company that is made up of non-customer-facing functions such as accounting, IT, records maintenance, data administration (form processing, records maintenance) office management, compliance, HR and so on.

But just because the back office doesn’t interact with customers, doesn’t mean it’s not important! It’s not uncommon for back-office departments to have a large number of employees and for many businesses, it’s an area that is increasingly being considered for outsourcing (either onshore or offshore) as a way of improving efficiencies.

When it comes to workforce optimisation, it’s traditionally an area that has lived in the front office domain. Retail and contact centres, for example, often invest significantly in workforce optimisation software.

That same discipline is now being applied to the back office as when back-office managers have staff in the wrong place at the wrong time, they are essentially throwing money down the drain.

With good workforce management training for your back office planning staff, you’ll be prepared for the future and your team can work more efficiently than ever before.

Training Course for Back Office Optimisation

This course examines the theories and practicalities that are essential for any WFM consultants, forecast analysts and other administrators working behind the scenes of your business.

Why invest in the Back Office Workforce Optimisation Training Course?

One of the biggest expenses for most businesses is labour. And when it comes to the back office, it’s often a very large percentage! Whilst there is (and will increasingly be) software and systems that can automate some processes, the majority of work is resource-intensive and that comes with a high price tag.

As contact centres discovered decades ago, aligning your resources with demand provides a host of benefits. 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.

 Bu understanding and applying many of the same principles, those same positive benefits can be achieved through better optimisation of your back office.

WFM Training course for the back office

What you’ll learn

The three-day Back Office Workforce Optimisation training course will cover everything your employees will need to operate swiftly and efficiently in the back office environment.

This includes short and long-term forecasting skills, comparing business requirements with resource constraints, organisational management support and communication, and governance and contingency planning.

Whilst workforce optimisation software is a critical component of WFM/WFO practices, this course does not require any particular brand of software to use. The theory taught is universal and should blend into your existing company infrastructure.

Back Office Workforce Optimisation training course Benefits

If you don’t currently don’t have any workforce planning software, you can find a list of suppliers on the Australian Customer Experience Professionals Association (ACXPA) Business Directory.

Search for Workforce Optimisation Technology Suppliers >

Back Office WFM training course suitability

Who should do this course?

The Back Office Workplace Optimisation training course is specifically designed for employees who are responsible for optimising back-office functions.

Typical roles include:

  • Back office workforce planners.
  • Forecasters and analysts who are responsible for planning in a back-office environment.
  • Administrators in a back-office environment.
  • Managers of the back office function who want a thorough understanding of how to forecast and budget resources to maximise efficiency.

Back Office Workforce Optimisation Training Course Outline

3 Days of Live, Facilitated Learning

The Back Office Workforce Optimisation training course has been designed specifically for employees directly involved with resourcing for the back office.  The course includes six modules listed below delivered over 3 days (online) facilitated by the Workforce Optimisation experts, CallDesign.


We cannot stress the importance of good workforce management enough, but we understand that at first, it may seem complex – especially for staff unfamiliar with the concept. That’s why this course begins with a broad overview and an important introduction to the what and why of WFM.

The course begins by setting the tone for the rest of the modules. Here we’ll discuss the overarching theory behind WFM, why it also works in a back-office environment and some of the most important components behind its success.

We will cover:

  1. What is WFM?
  2. Why does it work in a back-office environment?
  3. How is it used in a back-office environment?


It’s important to understand workload so that you can plan how best to optimise staff to prevent large backlogs. When the right staff are in place at the right time, staff can confidently meet the rising and shrinking demand of a back office’s weekly ebb and flow.

Accurate forecasting is one of the best tools analysts can have in their tool belt – when armed with best-practice techniques, they can compare historic patterns with “what-if” scenarios to estimate shrinkage, plan budgets, and predict incoming workload.

This module covers the best-practice formulas and techniques used to forecast future workload and plan accordingly for the back office.

We will cover:

  1. Time series analysis
  2. Resource requirements
  3. Effective planning


It’s one thing planning all the pieces and putting them in the right place, but it’s another entirely to ensure that staff performance meets the changing requirements of your business. Everyone’s performance changes over time, but a lack of oversight could mean that even your best staff aren’t performing in the manner you expect from your team.

Close analysis, however, can help you find the team members who need extra coaching and address these issues with targeted change.

In this module, you’ll learn how you can efficiently analyse the performance of your team, and how to make the issues of the past the lessons of tomorrow.

We will cover:

  1. Analysis requirements of people performance
  2. Importance of retrospect


Your everyday team members may need performance analysis and regular training, but managers also require a support framework to operate at peak efficiency.

Resourcing can greatly impact their workload, but team leaders are often forgotten and left to figure out how to improve by themselves when staff coaching takes priority.

In this module,  we’ll directly address this issue by examining different ways in which back-office managers can be affected by resourcing, and how you can more effectively support your key people.

We will cover:

  1. Resourcing impacts on the managerial staff
  2. Management requirements
  3. Techniques on how to better support managers


When was the last time you shined the spotlight on your company governance? These fundamental rules, practices and processes should define how your company is directed and controlled, but they must support your new WFM initiative if it is to be successful.

That said, change is a powerful force, and sometimes things don’t go as expected. Should something go wrong, contingency plans must be in place to ensure there is little-to-no loss in productivity, revenue or morale.

This module provides an overview on how governance and WFM intertwine. You will also learn about contingency planning, and how it can affect or be affected by WFM.

We will cover:

  1. Governance for WFM in a back-office environment
  2. Contingency planning in the back office


Communication is critical to change management. Studies have shown that the natural human response to change is generally negative, but evolving is vitally important for improving your back-office efficiency and implementing better WFM. In order to keep morale steady while going through this process, your change management methodology must be on point.

In the final module, you will be provided with techniques to improve the success of these new WFM process implementations. The module will cover both communication and change management methodology.

We will cover:

  1. Communication for better success
  2. Best-practice methods for embedding change in a back-office environment

Looking for other workforce optimisation training options?

We offer two other Workforce Optimisation courses more focussed on the contact centre channel – WFM for Practitioners and WFM for Team Leaders.

Built for Online Training

This Back Office Workforce Optimisation course has been specifically designed to be delivered online over three full days. There are plenty of breaks scheduled to enable you to stay focused and attend to any urgent matters.   

The Zoom link and electronic course workbook will be sent to all course participants the day prior to the course commencing.

The course is available for public or private delivery with the differences explained below.

Back Office Workforce Optimisation training course

Private and Public Training Options

The Back Office Workforce Optimisation training course is available publicly (attend with others) or privately (just for your business) with the differences outlined below.

Public Courses

The public Workforce Optimisation Back Office training course is delivered as a 3-day online course via ZOOM and tickets are available for anyone to purchase. This is perfect for smaller numbers of employees (you can purchase a minimum of 1 ticket) so you can spread your training out to minimise operational impacts along with the added benefit of meeting, sharing and learning from others also on the course (this can really add to the learning experience).

The times and dates are fixed enabling you to plan ahead – If you would like to have more flexibility on the dates, times and content refer to our private delivery options.

Private Courses

Whilst the public courses can be a great solution for small numbers, sometimes you need more flexibility with the dates and times or you’d like to train entire teams, workplaces etc.

Our private courses are more cost-effective and you can also choose the dates, times and duration of the workshop to suit your business.

Private courses often enable a deeper dive into specifics about your business which wouldn’t be practicable in a public setting.

About Call Design 

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.

Call Design Back Office Essentials course with CX Skills

About CX Skills

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 an accredited training provider of the Australian Customer Experience Professionals Association (ACXPA) and we are committed to helping support our industry to grow and prosper.

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.

CX Skills Australia Training Courses
Great company to work with. Excellent training course with trainers that really bring the content to life!
Joyi Lu
Joyi Lu
05:53 22 Jun 22
Fantastic virtual environment. Daniel who hosted our course was well articulated and engaging. I thoroughly enjoyed participating in this CX course and feel ready to apply the skills I gained.
07:00 03 Jun 22
I've participated in several courses with CX Skills now, specifically with Daniel Ord as the instructor. Daniel has a wealth of knowledge around customer experience and his history in customer service is top notch. CX Skills has become my go to for my teams customer service and customer experience development.
Todd Johnson
Todd Johnson
02:05 16 Feb 22
Training with CX Skills is always engaging and worth every cent. The team are helpful and the lessons are practical and easy to translate into the workplace.
Sheree Laursen
Sheree Laursen
21:15 08 Dec 21
Attended the Introduction to Contact Centre Management course – found it extremely informative and left with a much better understanding of the world I'm about to step into! The course was well structured and Justin was a great teacher. His wealth of knowledge (and passion) absolutely shone through. Am keen to learn more!
Keira Smith
Keira Smith
02:55 29 Nov 21
I did the management of contact centres four day workshop, it was fantastic! The facilitator was really engaging and explained everything from WFM to forecasting in a easy to understand manner. Highly recommend to anyone working in a contact centre environment!
Jamie Leonard
Jamie Leonard
05:13 15 Oct 21
I had a fantastic learning experience with the half day Journey Mapping course. Shane was our trainer and explained things thoroughly, used great practical examples and helped through the exercise when needed. He was very knowledgeable and engaging. The group size was not too big so everyone was able to contribute online. I feel confident to 'give a journey map a go' now, thank you. Helen
GVW Intranet
GVW Intranet
04:48 15 Oct 21
The Introduction to Contact Centre Management is an excellent course for those looking to understand contact centres from a helicopter view and benchmark their operations. From the fundamental pillars to critical KPIs and performance metrics that underpin almost every contact centre globally, Justin is personable and professional and speaks with authority on a topic he knows intimately.
Jim Rodd
Jim Rodd
00:00 14 Sep 21
Justin offers such a wealth of knowledge and skills that can be applied to leaders in any business. Thank you Justin!
Sam Petroulias
Sam Petroulias
04:45 16 Jul 21
We have done a few training courses now through Justin and the CX Group.In these sessions the facilitator has been Dan Ord and Dans knowledge of the Contact Centre world is second to none. This was great for us as we attended as a team to ensure that the training that we received was able to be applied across my entire management team and also allowed me to drive the right outcomes based on Dan, Marcus and Justins advice and guidance.The best thing about this is that this was not one of those courses that you attend and then nothing more is said or done with this. . . Dan/Justin offer their email address so if you come up with additional questions later that you want guidance on you can ask and they are more than willing to assist.Dan, Marcus and Justin thanks for facilitating this training and we will sure be intouch for other training courses that we would like to run through the CX Group.Bec Goss
Rebecca Goss
Rebecca Goss
21:20 26 Apr 21
This course is absolutely fundamental to anyone dealing with customer experience, the customer journey and also customer service departments. The course is packed with real life examples illustrating the 6 pillars of customer experience! Dan shares all his knowledge and expertise freely and with great love and enthusiasm for the subject matter!
Marianne Rutz
Marianne Rutz
11:06 26 Apr 21
The CX Management Fundamentals course was exceptional, a balanced blend of best in-class examples and theory . Daniel was the utmost professional, sharing his wealth of knowledge in customer experience and contact centre management. Content was relevant and covered an array of business examples. A course that exemplifies two-way participation (no death by PowerPoint). The diverse group of attendees had the opportunity to share their experiences and knowledge, which was priceless. I highly recommend this course for anyone in the customer experience realm, even beginners like me.
Rachael Lowe
Rachael Lowe
22:30 25 Apr 21
I learnt a lot about CX and the course gave me clarity on the 6 main competencies. The training was fun, enjoyable, I can recommend to anyone who is passionate about the "Customer" subject. Daniel is very knowledgeable and experienced, he used real life business examples to understand both the strategic and tactical elements of CX. He also involved us which generated even more credibility.
Eva P
Eva P
16:53 25 Apr 21
I could not recommend this Company highly enough, I have now done two courses with the Fantastic Dan & Marcus and have taken so much away. I want to thank everybody involved with CX Skills.
Rory Lynch
Rory Lynch
04:45 29 Mar 21
Game-changing training and insight. Highly recommend CX Skills training program.
Lee Siefken
Lee Siefken
22:57 15 Mar 21
An absolutely fun and engaging learning session presented by Daniel. Would definitely recommend.
Vanessa Gralton
Vanessa Gralton
22:17 15 Mar 21
Another great course put together by Justin presented by their partners at Omnitouch, Daniel and Marcus.The "How to Design a Quality Assurance Program for Contact Centres" was extremely fitting for our organisation as we transition to a new telephony system.The course was not one of those courses where they give you the answer and a few templates sending you on your way. Daniel and Marcus take you through why an appropriate framework should take into consideration the Organisations, Mission Statement, Values and Customer Service Charter.As the session was run via Zoom, it enabled and encouraged networking opportunities not only across Australia but also with International attendees. This was a fantastic benefit as it allowed us to draw on each others lived experiences.I really encourage you all to check out the courses and information that CX Skills has to offer as they are the best place to not only continue but to also start your learning and development!
Adrian Powell
Adrian Powell
11:34 15 Mar 21
Justin and the team at CX Skills have gone over and above the call of duty to deliver great Customer Service training to our entire Service Centre team. The training has been high quality, delivered remotely, and Justin has been extremely flexible with necessary changes to attendees due to operational requirements. I highly recommend CX Skills to assist with your training needs.
Monica Malgarini
Monica Malgarini
06:29 03 Mar 21
The training provided manages to take complex sales strategies and make them easy to understand and implicate in a sales call. It provides a structure that isn’t stifled by wordy scripts and pitches, and guides consultants towards a successful outcome for both the customer and consultant.This training took efficient, tried and tested sales concepts and expand on them to not only generate higher conversion, but a more positive customer experience.Aside from the training, which was amazing, Simon - the trainer - was a pleasure to work with. He was attentive and showed a real passion and desire to enhance the trainee’s sales expertise.I would recommend CX Group to anyone who will listen!
Chris Remnant
Chris Remnant
03:58 25 Feb 21
A very well structured training course. The trainer was very knowledgeable and a very good presenter.
Elena Prenner
Elena Prenner
22:06 03 Feb 21
I recently attended the Contact Centre Management Fundamentals course and found it extremely useful and relevant. Daniel was extremely knowledgeable on all topics and handled questions with ease. He was a great trainer and i found the session had a great mix to suit all learning styles. I have taken so much from this course, the networking opportunities as well as the CX website and associated resources. I highly recommend attending if you are looking to better understand contact centre management regardless of what level you work at.
Nicole Field
Nicole Field
05:25 02 Feb 21
Thank you team-It has certainly changed the whole perspective on how I used to see and handle the issues not just at the workplace but also in day to day life. Very practical and informative course content delivered in a very professional way. I truely recomend everyone out there to use this platform.
Badri Pokhrel
Badri Pokhrel
05:52 21 Jan 21
Justin created a great call centre fundamentals program for our organisation, based on the skill gaps needed filling. Although it was at the height of the Melbourne lockdown the session was still interactive, interesting and achieved the desired result.
Sarsha S
Sarsha S
23:39 22 Dec 20
Really enjoyed course on handling difficult customers. I came away with a number of tools that I can use not only with customers, but also day to day life.
Justin from CX responded promptly to my training enquiry. He heard what we wanted and we discussed best way to present this during Melbourne Lockdown. He conducted the introduction to contact centre leadership remotely with a small group. He weaved his contact centre experience with humour and activities that were appropriate and engaging. At the end each person agreed that they learnt lots and were going to apply at least one thing back in their role. I would highly recommend CX and Justin for training and support.
Kaylee Gerbes
Kaylee Gerbes
23:43 21 Sep 20

Pricing and Payment Options

The 3-day Back Office Workforce Optimisation training course facilitated live by CallDesign is $3,497.00 AUD ex GST per employee.  Tickets can be purchased instantly with a credit card or you can request an invoice at checkout. As this is quite a niche course, we require a minimum of 3 people for the course to proceed. In the event this is not achieved, we will provide you with a full refund or you can defer until the next scheduled course.

The price includes:

  • 3 Full days of live facilitated training by CallDesign
  • Course workbook (delivered electronically)

Available Discounts

  • Save 15%  if you purchase 2 or more tickets in the same transaction
  • If you’d like to discuss a private training session just for your team, please contact us for further availability and pricing.
Cost of the Back Office Workforce Optimisation training course

Got questions about this course? Want to discuss a private session? Contact us on +61 3 9008 7287 between 8:30 am to 5:30 pm AEST/AEDT Monday to Friday or send us a message anytime >

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