The Planner’s Introduction to Resource Planning

This highly practical workshop is aimed at those new to developing call handling resource plans and delivers an understanding of how to forecast and plan in a small centre, together with practical tips on what impacts the accuracy of outputs.

This Planner’s Introduction to Resource Planning will help those new to this subject to understand what the job entails and provides a basic foundation in forecasting, scheduling and managing the plan on the day. The workshop will take attendees step by step through the process with helpful hints and exercises to put the theory into practice.

By the end of this course attendees will be able to:

  • Understand how to produce a call handling forecast
  • Determine considerations when putting together shift patterns
  • Understand the importance of agent behaviours and in particular using the right activity codes
  • Explain the importance of working as a team with agents, team leaders and managers to work to the plan produced.

The course will enable delegates to practice their skills in a safe environment and be in a position to apply their new skills as soon as they return to their team.

Book your place(s)


Please book places on this event for the following people:

Attendee 1: (If the organiser is also attending please add yourself as attendee 1)

Attendee 2:

Attendee 3:

Attendee 4:

Attendee 5:

Attendee 6:

By completing this form you agree to the CCMA using your personal data in accordance with our Privacy Policy. We use your data to personalise and improve your experience on our digital platforms, send you relevant communications, provide products and services you request from us, and to carry out profiling and market research. You have the right to object, unsubscribe or be deleted from our database. Please contact info@ccma.org.uk.

Where and when?

Date: Tue 18 Jun 2019

Time: 9:30 am - 4:30 pm

Location: Manchester

Who is it for?

Newly appointed members of the resource planning team, the first planner in the centre or anyone who has responsibility for delivering resource planning processes in a small centre (up to about 30 agents).

Why should you go?

To understand how to develop and produce resource plans.

How much is it?

CCMA members: £349 + VAT additional places £299 + VAT

Non-members: £399 + VAT additional places £349 + VAT

Book your place(s)


Please book places on this event for the following people:

Attendee 1: (If the organiser is also attending please add yourself as attendee 1)

Attendee 2:

Attendee 3:

Attendee 4:

Attendee 5:

Attendee 6:

By completing this form you agree to the CCMA using your personal data in accordance with our Privacy Policy. We use your data to personalise and improve your experience on our digital platforms, send you relevant communications, provide products and services you request from us, and to carry out profiling and market research. You have the right to object, unsubscribe or be deleted from our database. Please contact info@ccma.org.uk.

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