Introduction to Planning

This module introduces students to key planning principles upon whichevery customer contact centre operates. In a dynamic, fast changing environment, even the most innocuous ofactions, such as taking 1 person offline for a 1-1 meeting, can have an implicationon the service to customers.  Conversely,cost pressure in modern day business, means that any overstaffing must beavoided.  This module is designed tohighlight the effect operational and/or planning related decisions has on thecustomer contact centre and its customers.


To enable studentsto:

  • Understand the impact every individual agent has on effective service delivery
  • Understand and use basic simulation tools to grasp the scale of change in service performance caused by operational change
  • Effectively consider reasons why customers actually make contact
  • Understand options and their respective pros and cons of different schedule types
  • Understand the importance of effective real time processes to manage on the day issues within the centre



Understand the different reasons customers need to contact centres


Illustrate impact of operational changes using simple simulation models (freeware available software)


Examine call profiles and understand scheduling options relevant to demand


Effectively read contact centre reports and make recommendations for service improvement



Collate customer contact data from various sources to understand performance


Recognise and model operational changes


Understand industry sources for acquisition of relevant data



Use ICT and simulation tools to identify service performance issues


Understand the importance of effective reporting – difference between graphs and commentary


Demonstrate technical concepts in a ‘plain English’ presentation style



Appreciate the need to constantly review data in an evolving and growing industry


Demonstrate growth in technical skills


Understand the need to present differently to different audiences



Power Of One – Customer Contact Dynamics

  • How customer contacts are routed to frontline staff
  • Impact of deviations on scheduled staff
  • What does Service Level mean
  • Sensitivity of performance to deviations in key metrics

Introduction to Forecasting

  • Difference in Causal and Historic Forecasts
  • Importance of accurate data
  • Review of customer contact drivers
  • Seasonality

Introduction to Scheduling

·      Fixed versus rotating schedules

·      Part Time staff – the good the bad and the ugly resource available to us

·      Schedule fairness

·      Schedule preferences

Introduction to Real Time processes

·      Reading data

·      Deviation reports

·      Identifying ‘hotspots’ with respect to potential performance issues

·      Toolkit for reacting to on the day changes


·      Understanding your audience

·      Who needs to see and understand what data

·      Reports – graphs or commentary?

Take a look at these articles, videos and links
Advanced Planning Techniques - Forecasting & Scheduling
Assessing and Planning the Future
Customer Contact Analysis
Customer Contact Centre Finance (1)
Customer Contact Organisations
Customer Contact Technology
Customer Service Quality
Effective Customer Contact Centre Operations
Financial Controls and Reporting
Industry Investigation
Innovation and Change Project
Leadership and Building Teams
Operations and Quality Systems
Principles of Project Management
The Customer Contact Environment
Understanding Resources
You and Your Development


Select the event below to see more detail

2017 Winter Graduation

(c) Professional Forums Ltd 2000-2019
This site uses cookies to help deliver an engaging user experience.
To learn more about what cookies are and how to manage them visit AboutCookies.org
This site uses cookies to help deliver an engaging user experience.
To learn more about what cookies are and how to manage them visit AboutCookies.org