How Many CSRs Do You Really Need? Essentials of Call Center Staffing

Lorman Education Services
Training overview
Professional Course
1.5 hours

Course description

How Many CSRs Do You Really Need? Essentials of Call Center Staffing

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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Who should attend?

This live webinar is designed for customer service managers and representatives, account managers, representatives, receptionists, technical and support managers, representatives and operations managers.

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

Costs

The cost of this How Many CSRs Do You Really Need? Essentials of Call Center Staffing live webinar is $99 per participant.

About Lorman Education Services

Lorman Education Services

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Contact info

Lorman Education Services

Lorman Education Services
2510 Alpine Road
54702 Eau Claire Wisconsin

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