Course description
How Many CSRs Do You Really Need? Essentials of Call Center Staffing
Gain an understanding of customer service staffing needs and calculations so your organization can increase service while decreasing cost. Getting the “just right” number of people in place at the right times to handle the contacts – it’s every call center manager’s dream. However, figuring out the right staffing mix to maximize service to customers, while minimizing cost, can sometimes be a nightmare. This topic outlines the step-by-step approach to call center staffing. You will learn about setting service goals and how to use Erlang techniques to determine the right number of bodies in chairs. The topic will also discuss the most critical staffing tradeoffs, such as cost versus service concerns, the effect on service of plus/minus one person, the impact of large groups and economies of scale, and effects of staff occupancy.
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Training content
- Factors in Setting Service GoalsFactors That Contribute to the Speed of Answer ExpectationsHow to Use Erlang Calculations in Determining Staffing NeedsService vs. Cost TradeoffsImproving Service Without Increasing StaffThe Most Common Mistake Call Centers Make in Determining Staff Numbers
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Lorman Education Services - Live and On-Demand Courses
Lorman Education Services is a leading provider of online professional development and corporate training for organizations and individual professionals. For more than 30 years, Lorman has delivered relevant, high-quality, professional-level courses that cover a broad range of business and technical...