Introduction to Resource Planning

Start forecasting and scheduling in your inbound centre

If you’re looking for someone to explain the basics to forecasting and scheduling, then this course is for you.

This intensive three-part virtual training course will help you understand how to approach the various resource planning tasks and what information is needed, providing a basic foundation in forecasting, scheduling and managing the plan on the day.

The course will take you step by step through the process, with helpful hints and exercises to put the theory into practice. From understanding how to produce a forecast, to putting together shift patterns, as well as appreciating the importance of advisors using the right activity codes and working to the plan you have produced.

Objective

To understand forecasting, scheduling and real time management in a small inbound centre, what impacts the accuracy of outputs including shrinkage, occupancy & adherence

Topics covered

A resource planner’s perspective on:

What is needed and how to produce weekly, daily & interval Forecasts
What to consider when producing a Schedule
The challenges of managing Real Time
The importance of tracking and factoring in Shrinkage
The impact of Average Handle Time, correct use of Aux codes and Adherence on the accuracy of the outputs.

Format

Three 2-hour online sessions on Tuesday, Wednesday & Thursday with tutor support.

Session 1

• Challenges of your Role
• Resource Planning Cycle explained
• Forecasting fundamentals – how to produce a simple forecast

Session 2

• Shrinkage – what is it and why is it important
• Scheduling – the challenges of meeting demand and satisfying Advisor work-life balance

Session 3

• Real Time Management – the challenges of the role and the importance of planning
• Advisor Adherence – why is it important and the impact of non-adherence
• Occupancy – what is it and why is it important.

How to book

Please complete the form below to book your place and places for colleagues. We will raise an invoice, so if you need to provide a purchase order number, please do so in the form or email it to info@ccma.org.uk.

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Where and when?

Three 2-hour online sessions

Date: Tue 23 Feb 2021 - Thu 25 Feb 2021

Time: 11:00 am - 1:00 pm

Location: Online

Who is it for?

Newly appointed members of the planning team, first planner in the centre, Team Leaders who wish to have a more informed discussion with their Resource Planning Team

Why should you go?

To understand how to develop and produce resource plans.

How much is it?

CCMA members: £449 + VAT additional places £399 + VAT

Non-members: £499 + VAT additional places £449 + VAT

About the trainer

Christine Chapman is a seasoned resource planning trainer. Back in 1998 she was promoted at Nationwide Building Society to Resource Planning Manager supporting 450 colleagues in the contact centre. Since then she has gone on to deliver WFM best practice and training projects across the world.