Customer Contact Operations: Resourcing and Planning Insights workshop

Next course: 
Delivered in-house and tailored as required

Who should attend?

Ideal for managers, team leaders, duty managers or real-time co-ordinators in inbound contact centres, this one-day workshop will help you or your teams understand the impact each person makes on the overall service, why resource planning works the way it does and the responsibilities of the different job functions in effective resource management. 

Using popular and engaging methods, this exceptional course is a must if you want to:- 

  • Improve understanding of how effective resourcing works
  • Increase efficiency whilst improving the customer experience
  • Get the best results from front-line colleagues

What will you take away?
Using well-proven techniques and an enjoyable, interactive training style, the workshop offers practical guidance and support, helping you increase focus on truly effective resourcing. 

  • Learn the key principles of resource planning, including call queuing, call handling, economies of scale, and absence management
  • Understand the impact of resourcing decisions on the customer’s experience and colleague’s workload
  • Focus on improving customer experience by managing operational performance and improving relationships

By applying the learning, participants will be better able to :-

  • Communicate to others how they can make a difference to performance
  • Prioritise focus areas and see how to address the issues you face
  • Speak about what other centres do and alternative approaches that are available

This course is delivered in-house and can be tailored to meet any specific requirements. A similar public course is also available for individuals at this link.

The cost is from £2,800 + VAT for 8 students (£200 +VAT for extra students. Maximum numbers depend on the course and available venues). 

Ring 0333 123 5960 or email for more information or to reserve a place.  

The Workshop Agenda 

  • Our roles in effective planning and resourcing
  • Critical goals: efficiency, customer experience and employee engagement
  • The key principles of call centre queues and economies of scale
  • The impact of sickness, breaks, holidays, 'adherence' to schedule and different call handling times and styles
  • Triggers and responses that can be used to balance busy/quiet periods
  • Exception reports - what to look for, who should use them and how
  • Planning off-line activity and adapting to changed circumstances
  • Relationships that make the difference - and how to make them work
  • The Operational Excellence Model - improving operational learning


Take a look at these articles, videos and links
Executive Insight workshop
Introduction to Planning: Resourcing and Planning Insights
Learning and Development
Operational Efficiency in the Back Office
Standards & Challenge Support


Select the event below to see more detail

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