Call Center Training - Call Center Learning Solutions, training the voice of your business with on-site courses, online courses,web seminars, and e-learning call simulations.

You’ve made your case, you’ve crunched the numbers, but executive management has made it clear that you won’t be getting any more staff to handle your call loads. Your service level isn’t what it should be, or maybe it is, but you know the trend has been that calls are increasing. Sounds like a nightmare, doesn’t it? But it’s business as usual for some financially constrained organizations. For others, it’s what things will look like with an economy that’s on a downward trend.

Don’t despair! Not only can you figure out exactly how much you’ll have to improve, you have a lot of options for making it happen. This seminar will help you discover proven ways to get closer to your service level goals – maybe even meet them – when you’re not going to get more staff.

Seminar Outline

Introduction
Staffing Basics
Strategies to Meet Service Level

Call avoidance
Reduce AHT
Pooling
Shrinkage
Adherence to schedule
Hybrid solutions

Review

Value added materials

Printable Slide Presentation
Erlang C Definitions
Working on Average Handling Time
Case Study - Average Handling Time
Case Study - Call Avoidance
“Scouting for Seconds”

Who should attend?

Managers and supervisors with call center operational responsibilities. The material in this seminar is at a basic to intermediate level.

Pricing

Pricing is per computer connection, not per person. Many companies attend these sessions in conference rooms to allow as many participants as possible to attend at the same low price.

Date:	Price:
Live Seminar Recording	$299.00

Testimonials:

“Glad to see it wasn't just 'Call Center 101' -type material. Participants with call center experience could benefit.”

MaryAnn Guion, Vice President, Global Payments, Inc.

"I was pleased that the seminar tied in so many different topics and related them to service level. I was expecting to touch on only one or two ideas but I was pleasantly surprised."

Karen Hemmingsen, Call Center Analyst, Custom Direct LLC

"As a new call center supervisor this seminar gave me some things to plan for and keep in mind. This was my first [Web seminar] and I would definitely try another seminar or recommend them to co-workers. Thanks!"

Elizabeth Piper, Member Services Supervisor, US Lacrosse