Real time training for Contact Centres
Real time training
for Contact Centres
Real time
training for
Contact
Centres
Equipping your team to be effective operational leaders
The programme
We have three core programmes suitable for all levels of team leaders, planning and real time analysts in the contact centre, we combine practical, theory and in the work exercises to bring these topics to life and ensure your team can make changes real time as the course progress.
> Workshop 1: Planning & Forecasting – Fundamentals
This course focuses on the core skills needed to accurately forecast for your contact centre using tools and techniques to leverage your demand and your people to improve performance. By the end of the course delegates will walk away with a clear framework for planning and forecasting to enhance the overall effectiveness of the operation.
> Workshop 2: Realtime Revelations for a Smooth Operation
This course focuses on the core skills needed to communicate effectively and problem solve on the day to minimise BAU risks. Delegates will be able to clearly articulate what risks to plan for and how they would react to a changing landscape with confidence and competence to minimise customer risks and agent dissatisfaction enhancing the overall effectiveness of the operation.
> Workshop 3: Sassy Schedules & WFO Optimisation Strategies
This course focuses on the core skills needed to communicate effectively and problem solve on the day to minimise BAU risks. Delegates will be able to clearly articulate what risks to plan for and how they would react to a changing landscape with confidence and competence to minimise customer risks and agent dissatisfaction enhancing the overall effectiveness of the operation.
Your Instructors
Vosy Gordon, with over 15 years of experience in the field of resource planning, Vosy is able to bring a wealth of knowledge and expertise to any contact centre. With vast working experience of major call centre technology, including workforce management software (WFM), Vosy is able to support clients with the implementation and optimisation of many crucial systems creating a smooth operational rhythm to any contact centre and any size.
Garry the founder of FAB solutions helps bring this programme to life with practical experience of working and managing in contact centres for nearly 20 years. Together Vosy and Garry are a winning combination to help support contact centres leaders to perform better and deliver a more efficient operation.
“The FAB Sales Workshop provided me with a great base to learn new techniques, gain insight into the business of selling, and provided an open forum to bounce ideas off Garry and the other attendees. The day was well structured and followed a fluid path throughout the useful ‘Sales Playbook,’ and felt relaxed and informal, but provided a great learning platform. Thanks!”
Josh R, Clinical Sales
Workshop 1: Planning and forecasting – Fundamentals
Who is this designed for?
- Contact centre Managers
- Team leaders
- Resource planners
- Real time agents and schedulers
About the workshop
This is a Full day course is designed for Contact Centre operational Leaders who want to optimise performance, improve overall capacity management and develop a clear approach for forecasting call demand to improve Grades of Service and reduce the number of dropped calls.
Duration: Full day Modules – split Across 2 half days
This course focuses on the core skills needed to accurately forecast for your contact centre using tools and techniques to leverage your demand and your people to improve performance. By the end of the course delegates will walk away with a clear framework for planning and forecasting to enhance the overall effectiveness of the operation.
The Course is designed to give you a balance of theory, practical and facilitated discussion and real life examples, we encourage delegates to bring real life data and examples of accounts they are looking to expand so that we can build strategies in the workshop to use almost instantly.
What skills will you gain from this course?
Business Planning for Contact centres
- What Metrics to start with – Agreeing the Tolerances
- Engaging the operation and leveraging the value of planning team
- Running to run a Planning meetings – What to include and when
- How to run a Capacity planning meetings
- Profit Centre Versus Value centres
- Understanding Business Objectives and Attrition
Forecasting essentials
- Forecasting contact volume & AHT
- Forecast accuracy tracking and predicting Service levels
- Forecasting agent requirements
- Learn different ways to forecast
- Influence the modelling process
- Scheduling inefficiency and minimizing volatility in your forecast
Managing and planning Shrinkage
- Shrinkage Calculators – Every second counts
- Seeing through the eyes of the operation
- Shrinkage tracking & measurements
- Predicting service levels on the day
- Occupancy & aux codes and conformance to manage shrinkage better.
- How do you close the loop on the realities versus the forecast
- Capacity planning Checklist
Workshop 2: Realtime Revelations for a Smooth operation
Who is this designed for?
- Contact centre Managers
- Team leaders
- Resource planners
- Real time agents and schedulers
About the workshop
Duration: Full day Modules – split Across 2 half days
The Modules are designed in two half days modules to enable periods of reflection and design of systems and process’ provided in the workshop, we then use this baste to build on decisions and systems to help you leave the workshops with a complete clear plan of how to effectively optimise performance for you centre.
The Course is designed to give you a balance of theory, practical and facilitated discussion and real life examples, we encourage delegates to bring real life data and examples of accounts they are looking to expand so that we can build strategies in the workshop to use almost instantly.
What skills will you gain from this course?
Adherence and conformance
- What are they – what are the differences and relevance
- Interpreting Each and defining tolerance levels
The Complete Absence management guide
- Short & Long term absence planning
Communication techniques – How to avoid creating “Big brother” culture
- How do we communicate issues?
- Technical/customer issues – how to escalate and raise effectively
- Avoiding the blame game when it comes to saying “no”
- Effective escalation of on the day issues & Effective teamwork – owning the whole trends and issues
Levers to pull Realtime – On the day reactions
- Power of one & Contingency planning
- Breaking the cycle and planning ahead & Using SPIN calculator
- Recovering the morning – don’t sweat the impossible (when to write off)
- People impacts and proactive planning
Impact assessment
- Root cause of performance
- Contacts/shrinkage/AHT/Performance/QA – Solutions focused conversations
- Customer Issues and Feedback – Joining up the conversation
- Marketing communications and planning & Two way dialogue for root cause analysis frontline and analytics tools
Root cause analysis of disruption
- 5 whys of root cause
- Fishbone exercise and problem solving
- Learns and feedback mechanisms for forecasting
Workshop 3: Sassy Schedules & WFO optimisation strategies
Who is this designed for?
- Contact centre Managers
- Team leaders
- Resource planners
- Real time agents and schedulers
About the workshop
This is a Full day course is designed for Contact Centre operational Leaders who want to change how they schedule their workforce to optimise performance and improve staff engagement. Introduce Fresh concepts and new ideas to your scheduling by thinking outside of the box and engaging the frontline and the operation to gamify and improve operational efficiency. Improve your staff satisfaction and engagement with your planning team to improve the overall way of working
Duration: Full day Modules – split Across 2 half days
The Modules are designed in two half days modules to enable periods of reflection and design of systems and process’ provided in the workshop, we then use this base to build on decisions and systems to help you leave the workshops with a complete clear plan of how to effectively optimise performance for you centre.
The Course is designed to give you a balance of theory, practical and facilitated discussion and real life examples, we encourage delegates to bring real life data and examples of accounts they are looking to expand so that we can build strategies in the workshop to use almost instantly.
What skills will you gain from this course?
Learn how to balance business and individual requirements
- Understand your Ideal mix of Flexibility
- Individual shifts versus standard shifts
- Balancing costs and inefficiency
- Intraday intervals and tolerance levels – the right shapes for your costs centre
- Utilising ASA over GOS – how and when?
Understand the benefit and how to measure
- What to Measure
- Realistic expectations about what can be delivered
- Managing the Opposing views of ASA and GOS and ACR
- Empowering team leads through scheduling
- Flexibility toolkit
- Full time to part time mix
- Partially flexible rotations
- Fixed shifts
- Split shifts
- Demographics – students/Parents
- Home working and Hybrid working – Hourly contracts to managing peaks
- Minimum hour contracts – bidding for shifts
- Overtime
- Lifestyle options
Effective self serve Strategies
- What is Self serve options & enabling the Power to self serve
- Increasing employee engagement though self serve
- Work life balance
- Holidays
- Shift swaps and preferences
- Break movements
Engaging Team leader with Self Serve/Self Management
- 121’s management & Coaching in line with schedule availability
- Shift review process – empowering ops and what to expect from planning
- Engaging the frontline to join up ops and planning
Gamifying WFM
- Schedule bidding and preferences – scoring and incentivizing
- Driving engagement and productivity through WFM
Book onto a workshop today!
Book onto a workshop today!
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